| 期刊論文| 1. | 陳錦村(1982)。台北市銀行顧客意見調查報告。台北市銀月刊，1-26。 延伸查詢 | | 2. | Colletti, P. M.(1987)。Agenesis of the right lobe of the liver。Radiology，164，639-642。  | | 3. | Gronross, C.(1982)。Strategic Management and Marketing in the Service Sector。European Journal of Marketing，16(4)，38-48。 | | 4. | Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing，41(1)，77-79。 | | 5. | Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。 | | 6. | Marr, J. W.(1986)。Letting the customer be the judge of equality。Quality Progress，19(10)，46-49。 | | 7. | Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。 | | 8. | Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。 | 學位論文| 1. | 王馨苓(2005)。銀行合併前後服務品質、顧客滿意度與員工認知暨改善服務品質之研究-以國泰世華銀行為例(碩士論文)。國立成功大學。 延伸查詢 | 圖書| 1. | Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。 | | 2. | Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York：McGraw-Hill Book CO.。 | 圖書論文| 1. | Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。 | |