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題名：馬可夫鏈模式於服務品質衡量之應用
書刊名：科技管理學刊
作者：高崑銘／吳信宏
作者(外文)：Kao, Kun-ming／Wu, Hsin-hung
出版日期：2009
卷期：14:4
頁次：頁57-81
主題關鍵詞：馬可夫鏈模式；期望首次經過時間；服務品質；服務品質模式；服務品質量表；便利商店；A Markov chain model；Mean first passage time；Service quality；Service quality model；SERVQUAL；A convenience store
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馬可夫鏈模式是一種隨機過程預測方法，藉由過去一段期間系統所呈現的狀態，推測未來系統各期的狀態以及發生的可能性。本研究藉由觀察便利商店消費者的資料，運用馬可夫鏈模式衡量消費者認知的服務品質。此外，並利用期望首次經過時間觀測不同認知服務品質消費者之消費金額於各狀態間預期轉移的次數。此模式將可提供研究者另一個用以衡量服務品質的方式。
A Markov chain model is one of the stochastic process methods to forecast the state of the systematic changes in a timely basis. This study applies a Markov chain model to analyze perceived service quality by observing customer behaviors of a convenient store. In addition, the mean first passage times are computed to evaluate the expected number of transitions from one state to another in terms of money spent with different customers' perceived service quality. This approach provides researchers to measure service quality from another viewpoint.
期刊論文
1.Bukiet, B.、Harold, E. R.、Palacios, J. L.(1997)。A Markov Chain Approach to Baseball。Operations Research，45，14-23。  new window
2.Chang, Y.-H.、Yeh, C.-H.(2002)。A Survey Analysis of Service Quality for Domestic Airlines。European Journal of Operational Research，139(1)，166-177。  new window
3.Martin, William B.(1986)。Defining What Quality Service Is for You?。Cornell Hotel and Restaurant Administration Quarterly，26(4)，32-38。  new window
4.Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing，16(7)，30-41。  new window
5.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
6.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
7.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
8.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。  new window
9.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。  new window
10.Aase, K. K.(2001)。“A Markov Model for the Pricing of Catastrophe Insurance Futures and Spreads”。Journal of Risk and Insurance，Vol. 68 (1)，pp. 25-49。  new window
11.Bennington, L.、Cummane, J.(1998)。“Measuring Service Quality: A Hybrid Methodology”。Total Quality Management，Vol. 9 (6)，pp. 395-405。  new window
12.Betancourt, L.(1999)。“Using Markov Chains to Estimate Losses from a Portfolio of Mortgages”。Review of Quantitative Finance and Accounting，12 (3)，pp. 303-317。  new window
13.Ching, W. K.、Ng, M. K.、Fung, E. S.(2002)。A Multivariate Markov Chain Model for Categorical Data Sequences and Its Applications in Demand Predictions。IMA Journal of Management Mathematics，13(3)，187-199。  new window
14.Ciecka, J., Donley, T.,、Goldman, J.(1997)。“A Markov Process Model of Work Life Expectancies Based on Labor Market Activity in 1994-95”。Journal of Legal Economics，Vol. 7 (1)，pp. 2-25。  new window
15.Ciecka, J., Donley, T.,、Goldman, J.(1999)。A Markov Process Model of Work-Life Expectancies Based on Labor Market Activity in 1997-98。Journal of Legal Economics，Vol. 9 (3)，pp. 33-68。  new window
16.Goto, J. H., Lewis, M. E.,、Puterman, M. L.(2004)。“Coffee, Tea, or . . .?: A Markov Decision Process Model for Airline Meal Provisioning”。Transportation Science，Vol. 38 (1)，pp. 107-118。  new window
17.Hirotsu, N.、Wright, M.(2002)。“Using a Markov Process Model of An Association Football Match to Determine the Optimal Timing of Substitution and Tactical Decisions”。Journal of the Operational Research Society，Vol. 53 (1)，pp. 88–96。  new window
18.Hsu, T. H.、Chu, K. K.(2003)。“Using Fuzzy Numbers to Evaluate Air Transportation Service Quality”。International Journal of Fuzzy Systems，Vol. 5 (3)，pp. 178-183。  new window
19.Murakami, Y.、Ohashi, Y.(2001)。“Projected Number of Diabetic Renal Disease Patients Among Insulin-Dependent Diabetes Mellitus Children in Japan Using a Markov Model with Probabilistic Sensitivity Analysis”。International Journal of Epidemiology，Vol. 30 (5)，pp. 1078-1083。  new window
20.Stawicki, R. J.、Lawrence, K. D.(1994)。“Using Markov Chains to Identify Potential Large Donors”。The Journal of Business Forecasting Methods & Systems，Vol. 13 (2)，pp. 3-7。  new window
21.Tan, B.(1997)。“Markov Chains and the RISK Board Game”。Mathematics Magazine，Vol. 70 (5),，pp. 349-357。  new window
22.Zipkin, P.(1993)。“Mortgages and Markov Chains: A Simplified Evaluation Model”。Management Science，Vol. 39 (6)，pp. 683-691。  new window
圖書
1.周文賢(2000)。多變量統計分析：SAS/STAT使用方法。臺北：智勝文化事業有限公司。  延伸查詢new window
2.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
3.徐世輝(1996)。品質管理。台北：三民書局。  延伸查詢new window
4.張紹勳、林秀娟(1995)。SPSS For Windows統計分析：初等統計與高等統計。臺北市：松崗電腦圖書資料股份有限公司。  延伸查詢new window
5.杉本辰夫、盧淵源(1986)。事務、營業、服務的品質管制。中興管理顧問公司。  延伸查詢new window
6.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
7.Andrilli, S.、Hecker, D.(2003)。Elementary Linear Algebra (3th ed.)。Boston。  new window
8.Armstrong, B.、Davis, D.(2003)。Finite Mathematics (1st ed.)。New Jersey。  new window
9.吳坤山、張宏吉(1998)。管理科學導論。台北。  延伸查詢new window
10.李朝賢(1977)。作業研究概論。臺北：弘業文化實業股份有限公司。  延伸查詢new window
11.高孔廉、張緯良(2000)。作業研究。台北。  延伸查詢new window
12.楊精松、莊紹容(2004)。管理數學。台北。  延伸查詢new window
13.楊蓉昌、趙浡霖(1988)。作業研究(計畫管制)。台北。  延伸查詢new window
14.鍾雲恭、Gillett, B. E.(1983)。作業研究 FORTRAN 之應用。台北。  延伸查詢new window
 
 
 
 
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