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來源文獻資料
摘要
外文摘要
引文資料
題名:
服務品質屬性、績效、重要性與顧客滿意度--以臺灣地區銀行為例
書刊名:
中華管理學報
作者:
鄧肖琳
/
張明穎
作者(外文):
Teng, Hsiao-lin
/
Chang, Ming-ying
出版日期:
2009
卷期:
10:4
頁次:
頁91-111
主題關鍵詞:
服務品質
;
Kano二維模式
;
IPA模式
;
SIPA模式
;
Service quality
;
Kano's model
;
IPA model
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
4
) 博士論文(0) 專書(0) 專書論文(0)
排除自我引用:
4
共同引用:0
點閱:27
金融業於各國的發展中,佔有相當重要之地位,尤其對於台灣的經濟奇蹟,其影響更是不容小覷。其中,銀行業為金融之主體,在以往,國內銀行在政府保護政策下,多由公營金融機構壟斷市場,在缺乏競爭下,較易忽視對服務品質或顧客滿意之關注。直到1990年,政府開放民營銀行設立,信合社與農漁會等金融機構陸續改制,促使銀行業迅速發展。在政府積極推動金融自由化、國際化,促使銀行業迅速擴充,又於2002年我國正式加入WTO之後,致使金融經營環境產生相當大的變革。因應銀行競爭日趨白熱化與經營環境丕變,提升服務品質、強化顧客滿意,是市場共識,且係業者刻不容緩之重要經營議題。有關服務品質與顧客滿意之研究,已十分多元且豐富,不同理論與概念各有千秋,本研究希冀整合Kano二維模式以及IPA模式。即利用PZB模式之五大品質維度以SERVPERF問卷收集各品質要素績效,並視各服務品質要素績效與整體滿意度間為線性關係,建立相關線性迴歸分析,再將所得之迴歸係數視為各服務品質要素之相對重要性權重,運用重要-表現分析法(IPA)以及SIPA予以分析,另,嘗試運用虛擬變數迴歸分析進行吻合Kano二維模式服務屬性分類以利定義之判讀。
以文找文
Financial industry, played a significant role of national economics development, especially for Taiwan economical miracle, contributed more than others. In year 1990, the banking environment of Taiwan has undergone a structural change due to the Government deregulated the monopolization of state-operated financial institutions. In year 2002, to joint the member of WTO, globalization, deregulation, financial innovations and technological advances have led to the boundaries between traditional industry sectors break down, and inter-and intra-industry competition increase. At present, nonbank financial institutions also can offer many traditional banking services. To face this increasingly competitive and global market, banks not continue to expand the array of services they offer, but also to focus on the quality and customer satisfaction of services they perform. In order to build basic analysis model, this study attempts to integrate Kano two-dimension model and IPA model. We assumed that there was a liner relation between each attribute-level performance and overall satisfactions and collected the data of attribute-level performances by SERVPERF questionnaire. The regression coefficient, produced by linear regression analysis, is the simplest way of representing the importance priority of the service attributes. We apply the IPA model to analyze them further. In addition, we attempt to perform the dummy variables to categorize the service attributes basing on the Kano's model.
以文找文
期刊論文
1.
Colletti, Deborach L.(1987)。Retail Banking Success: A Question of Quality。Bank Administration,63(4),42-48。
2.
Colletti, D. L.(1987)。Retailing banking success: a question or quality。Bank Administration,63(4),42-45。
3.
Hartline, M. D .、Ferrell, O. C.(1996)。The management of customer-contact employees: an empirical investigation。Journal of Marketing,60(4),52-70。
4.
McAlexander, J. H.、Kaldenberg, D. O.、Koening, H. F.(1994)。Service quality measurement。Journal of Health Care Marketing,14(3),34-40。
5.
Hansen, E.、Bush, R. J.(1999)。Understanding customer quality requirements: Model and application。Industrial Marketing Management,28(2),119-130。
6.
Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing,41(1),77-79。
7.
Anderson, W. T.、Coxlll, E. P.、Fulcher, D. G.(1976)。Bank Selection Decision and Market Segmentation。Journal of Marketing,40,40-45。
8.
Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research,24(3),253-268。
9.
Gotlieb, J. B.、Grewal, D.、Brown, S. W.(1994)。Consumer satisfaction and perceived quality: complementary or divergent constructs?。Journal of Applied Psychology,79(6),875-885。
10.
Hurley, R. F.、Estelami, H.(1998)。Alternatives Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context。Journal of the Academy of Marketing Science,26(3),209-221。
11.
Bolton, Ruth N.、Drew, James H.(1991)。A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes。Journal of Marketing,55(1),1-9。
12.
Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。
13.
Sampson, S. E.、Showalter, M. J.(1999)。The performance-importance response function: observations and implications。The Service Industries Journal,19(3),1-25。
14.
Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。
15.
Mazis, Michael B.、Ahtola, Olli T.、Klippel, R. Eugene(1975)。A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes。Journal of Consumer Research,2(1),38-52。
16.
Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing,9(4),5-17。
17.
Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。
18.
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。
19.
Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。
20.
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。
21.
Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science,12(2),125-143。
22.
Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research,30(1),7-27。
23.
狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。
延伸查詢
24.
Anyanoun, K. E. C.、Bajaria, H.J.(1980)。Quality Control。Proceeding of the American Society for Quality Control Annual Conference,66(1),307-312。
25.
Coulthard, L.J.M.(2004)。Measuring service quality: A review and critique of research using SERVQUAL。International Journal of Market Research,46(Quarter 4),479-491。
26.
Drew, J. H.、Bolton, R. N.(1991)。The structure of customer satisfaction: Effects of surveymeasurement。Journal of Consumer Satisfaction, Dissatisfaction and complaining Behavior,4,21-31。
27.
Gerrard, P.、Cunningham, J. B.(2000)。Gazetted hotels in Singapore: A banking study。International Journal of Bank Marketing,18(3),135-147。
28.
Hahm, J.、Chu, W.、Yoon, J. W.(1997)。A strategic approach to customer satisfaction in the telecommunications service market。Computers and industrial Engineering,33(3/4),825-828。
圖書
1.
Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY:McGraw-Hill。
其他
1.
Avkiran, N. K.(1999)。Quality customer service demands human contact。
圖書論文
1.
Oliver, R. L.(1993)。A conceptual model of service quality and service satisfaction: Compatiblegoals, different concepts。Advances in Services Marketing and Management: Research and practice。Greenwich, Conn.:JAI Press。
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