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題名:以ACSI模式驗證國內銀行業顧客滿意度之因果關係
書刊名:臺灣銀行季刊
作者:陳怡靜 引用關係胡學誠 引用關係
出版日期:2013
卷期:64:1
頁次:頁67-83
主題關鍵詞:銀行業顧客滿意度ACSI
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:0
  • 點閱點閱:62
期刊論文
1.Homburg, Christian、Fürst, Andreas(2005)。How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach。Journal of Marketing,69(3),95-114。  new window
2.Reichheld, Frederick F.、Markey, Robert G. Jr.、Hopton, Christopher(2000)。The Loyalty Effect: The Relationship Between Loyalty and Profits。European Business Journal,12(3),134-139。  new window
3.Hocutt, M. A.、Charkraborty, G.、Mowen, J. C.(1997)。The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery。Advances in Consumer Research,24(1),457-463。  new window
4.Pauler, G.、Dick, A.(2006)。Maximizing Profit of a Food Retailing Chain by Targeting and Promoting Valuable Customers Using Loyalty Card and Scanner Data。European Journal of Operational Research,174(2),1260-1280。  new window
5.Rothenberger, S.、Grewal, D.、Iyer, G. R.(2008)。Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships。Journal of Relationship Marketing,7(4),359-376。  new window
6.Terblanche, N. S.(2006)。An Application of the American Customer Satisfaction Index (ACSI) in the South African Motor Vehicle Industry。South African Journal of Business Management,37(4),29-38。  new window
7.Terblanche, N. S.(2006)。The Relationship between Customer Satisfaction and Loyalty: An Application of the American Customer Satisfaction Index in the South African Fast Food Industry。Management Dynamics,15(2),31-42。  new window
8.Wood, F. B.、Siegel, E. R.、Feldman, S.、Love, C. B.、Rodrigues, D.、Malamud, M.、Lagana, M.、Crafts, J.(2008)。Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey。Journal of Medical Internet Research,10(1),e4。  new window
9.Bentler, Peter M.(1990)。Comparative fit indexes in structural models。Psychological Bulletin,107(2),238-246。  new window
10.Yu, L.(2005)。The great expectations effect。MIT Sloan Management Review,47(1),5。  new window
11.Anderson, Eugene W.、Fornell, Claes(2000)。Foundations of the American Customer Satisfaction Index。Total Quality Management,11(7),869-882。  new window
12.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
13.Hsu, S. H.(2008)。Developing an index for online customer satisfaction: Adaptation of American customer satisfaction index。Expert Systems with Applications,34(4),3033-3042。  new window
14.Van Ryzin, Gregg G.、Muzzio, Douglas、Immerwahr, Stephen、Gulick, Lisa、Martinez, Eve(2004)。Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City。Public Administration Review,64(3),331-341。  new window
15.Chin, Wynne W.、Todd, Peter A.(1995)。On the use, usefulness, and ease of use of structural equation modeling in MIS research: a note of caution。MIS Quarterly,19(2),237-246。  new window
16.Jarvenpaa, Sirkka L.、Tractinsky, Noam、Vitale, Michael(2000)。Consumer Trust in an Internet Store。Information Technology and Management,1(1/2),45-71。  new window
17.Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology,51(6),1173-1182。  new window
18.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science,16(1),74-94。  new window
19.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
20.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
21.Bagozzi, Richard P.(1977)。Convergent and discriminant validity by analysis of covariance structures: The case of affective behavioral, and cognitive components of attitude。Advances in Consumer Research,4(1),11-18。  new window
圖書
1.Fornell, C.(1982)。A Second Generation of Multivariate Analysis: Measurement and Evaluation。New York, NY:Praeger。  new window
2.Deming, W. Edwards(1981)。Management of statistical techniques for quality and productivity。New York:New York University Press。  new window
3.Jöreskog, K. G.、Sörborm, D.(1992)。LISREL: A Guide to the Program and Applications。Chicago, IL:Scientific Software International, Inc。  new window
4.Juran, J. M.、Gryna, Frank M. Jr.(1988)。Juran's quality control handbook。New York:McGraw-Hill。  new window
5.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1998)。Multivariate data analysis with reading。Macmillan。  new window
6.Bollen, K. A.(1989)。Structural equations with latent variables。New York:Wiley。  new window
7.Bollen, Kenneth A.、Long, J. Scott(1993)。Testing Structural Equation Models。Sage Publications, Inc.。  new window
8.Gay, Lorraine R.(1992)。Educational Research: Competencies for Analysis and Applications。Macmillan。  new window
9.Nunnally, Jum C.、Bernstein, Ira H.(1994)。Psychometric Theory。McGraw-Hill。  new window
10.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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