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題名：運用結構方程模式探討服務品質對顧客滿意度與顧客忠誠度之研究：以臺北縣某信用合作社為例
書刊名：真理財經學報
作者：林玉彬 引用關係／林子珅
作者(外文)：Lin, Yu-pin／Lin, Tzu-shen
出版日期：2010
卷期：22
頁次：頁27-66
主題關鍵詞：服務品質；顧客滿意；顧客忠誠；結構方程模式；Service quality；Customer satisfaction；Customer loyalty；Structural equation model
原始連結：連回原系統網址new window
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  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:48
  • 點閱點閱:58
期刊論文
1.de Ruyter, K.、Bloemer, J.(1999)。Customer Loyalty in Extended Service Settings: The Interaction between Satisfaction, Value Attainment and Positive Mood。International Journal of Service Industry Management，10(3)，320-336。  new window
2.Tellis, G. J.(1988)。Advertising Exposure, Loyalty, and Brand Purchase: A Two-Staged Model of Choice。Journal of Marketing Research，25(2)，134-144。  new window
3.Reynolds, F. D.、Darden, W. R.、Martin, W.(1974)。Developing an image the store-loyal customer。Journal of Retailing，50(4)，73-84。  new window
4.Oliver, Richard L.(1981)。What Is Customer Satisfaction?。Wharton Magazine，5(3)，36-41。  new window
5.Hepworth, M.、Mateus, P.(1994)。Connecting Customer Loyalty To The Bottom Line。The Canadian Business Review，21(4)，40-43。  new window
6.馬泰成(20050700)。產業結構與利潤：臺灣銀行市場的實證研究。公平交易季刊，13(3)，61-92。new window  延伸查詢new window
7.魏文欽、朱聖和(20080800)。人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究--以國內金融控股公司為例。International Journal of LISREL，1(2)，1-24。  延伸查詢new window
8.Reichheld, Frederick F.(1996)。Learning from Customer Defections。Harvard Business Review，74(2)，56-70。  new window
9.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing，17(5)，495-513。  new window
10.Sirdeshmukh, Deepak、Singh, Jagdip、Sabol, Barry(2002)。Consumer Trust, Value, and Loyalty in Relational Exchanges。Journal of Marketing，66(1)，15-37。  new window
11.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
12.Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。  new window
13.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
14.Grönroos, Christian(1982)。An applied service marketing theory。European Journal of Marketing，16(7)，30-41。  new window
15.Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research，10(4)，404-409。  new window
16.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
17.Tse, David K.、Wilton, Peter C.(1988)。Models of Consumer Satisfaction Formation: An Extension。Journal of Marketing Research，25(2)，204-212。  new window
18.Martensen, Anne、Gronholdt, Lars、Kristensen, Kai(2000)。The drivers of customer satisfaction and loyalty: Cross-industry findings from Denmark。Total Quality Management，11(4-6)，544-553。  new window
19.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。  new window
20.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
21.鄭秀玲、陳欽奇、劉錦添(19970300)。臺灣中小企銀體系的成本結構及生產力實證分析。經濟論文叢刊，25(1)，45-72。new window  延伸查詢new window
22.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
23.Yu, Yi-Ting、Dean, Alison(2001)。The contribution of emotional satisfaction to consumer loyalty。International Journal of Service Industry Management，12(3)，234-250。  new window
24.Dick, Alan S.、Basu, Kunal K.(1994)。Customer Loyalty: Toward an Integrated Conceptual Framework。Journal of the Academy of Marketing Science，22(2)，99-113。  new window
25.陳建文、洪嘉蓉(20050700)。服務品質、顧客滿意度與忠誠度關係之研究--以ISP為例。電子商務研究，3(2)，153-172。new window  延伸查詢new window
26.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
27.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
28.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
29.Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research，38(1)，131-142。  new window
30.Lim, Kui Suen、Razzaque, Mohammed Abdur(1997)。Brand Loyalty and Situational Effects: An Interactionist Perspective。Journal of International Consumer Marketing，9(4)，95-115。  new window
31.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
32.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
33.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
34.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
35.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
36.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
37.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。  new window
38.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
39.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing，65(2)，81-93。  new window
40.Choudhury K.(2007)。Service Quality Dimensionality: A Study of the Indian Banking Sector。Journal of Asia-Pacific Business，8(4)，21-38。  new window
41.Oliver, R.L.、MacMillan(1992)。An Investigation of Attribute Basis of Emotion and Related Affects in Consumptions: Suggestions for a Stage-Specific Satisfaction Framework。Advance in Consumer Research，19，237-244。  new window
42.Fonvielle, W.(1997)。How to Know What Customer Really Want。Training and Development，51(9)，40-44。  new window
學位論文
1.張雅婷(2002)。關係網路連結與顧客忠誠度關聯性研究--以人壽保險業為例(碩士論文)。東海大學。  延伸查詢new window
2.林慶村(2005)。銀行業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究(碩士論文)。朝陽科技大學。  延伸查詢new window
3.李明樺(2006)。服務品質、價格認知、企業形象、顧客滿意與顧客忠誠關係之研究－以香料業為例(碩士論文)。東吳大學。  延伸查詢new window
4.朱小玲(2006)。金融機構顧客滿意度之研究--華南銀行個案(碩士論文)。國立中興大學。  延伸查詢new window
5.章燕美(2005)。臺灣信用合作社之定位與發展策略。私立銘傳大學。  延伸查詢new window
6.黃意倩(2004)。台灣金融控股公司經營策略因素、企業顧客滿意度與經營績效關係之研究。中原大學。  延伸查詢new window
7.洪志宏(2003)。台灣成立金融控股公司後服務品質、顧客滿意度與顧客忠誠度之相關性研究─以保險業為例。大葉大學。  延伸查詢new window
8.鄭乃元(2004)。台灣非金融控股公司體系之C 銀行跨業經營顧客滿意度研究。長榮大學。  延伸查詢new window
圖書
1.Etzel, M. J.、Walker, B. J.、Stanton, W. J.(2001)。Marketing Management。McGraw-Hill。  new window
2.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
3.陳正昌、程炳林、陳新豐、劉子鍵(2007)。多變量分析方法：統計軟體應用。臺北市：五南。  延伸查詢new window
4.陳順宇(1998)。多變量分析。臺南市：陳順宇發行 臺北市 : 華泰書局總經銷。  延伸查詢new window
5.Bhote, Keki R.(1996)。Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability。New York：American Management Assocation。  new window
6.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
7.吳明隆、涂金堂(2008)。SPSS與統計應用分析。五南圖書出版股份有限公司。  延伸查詢new window
8.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。  new window
9.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
10.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
11.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
12.Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1999)。Marketing Management: An Asian Perspective。Prentice-Hall。  new window
13.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
14.李紀珠(2002)。「台灣金融產業的榮景只是竹籬笆內的春天」。智庫研究報告。  延伸查詢new window
15.Earl B.(1988)。The Basics of Social Research。Wadsworth, USA。  new window
16.Miller, J. A.(1977)。Studying Satisfaction: Modifying Models, Elicting Expectation, Posing Problem, and Making Meaningful Measurements in The Conceptualization of Customer Satisfaction and Dissatisfaction。Cambridge, Mass。  new window
17.Webster, F.E.(1994)。Marketing for managers。New York。  new window
 
 
 
 
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