臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：高等教育服務品質、學習成效、滿意度與忠誠度結構模式之先驗性研究
書刊名：教育政策論壇
作者：陳玉娟 引用關係
作者(外文)：Chen, Yu-chuan
出版日期：2013
卷期：16:2=46
頁次：頁27-61
主題關鍵詞：忠誠度；服務品質；高等教育；結構方程模式；Loyalty；Service quality；Higher education；Structural equation modeling
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:240
  • 點閱點閱:157
本研究係在探討高等教育產業中，服務品質、學習成效、滿意度與忠誠度之間的關聯性，進而依據結果對高等教育經營管理者提出策略建議。為了達成本研究目的，研究者編製高等教育研究問卷做為蒐集研究所需之資料。本研究共計回收有效樣本達600份，並經由結構方程模式進行資料統計分析工作。最後，實證研究證明，滿意度對忠誠度具有正向影響、學習成效對於滿意度有正向影響、服務品質對於學習成效與滿意度亦具有正向影響。本研究亦發現，學習成效與滿意度在此理論模式中扮演重要的中介者角色，可以提升服務品質與忠誠度之間的關聯程度。
The purpose of this study is to explore the interrelationship among service quality, learning effect, service satisfaction and customer loyalty in higher education industry, and, on the basis of the findings, to propose marketing strategies to managers of higher education in Taiwan. The "higher education questionnaires" were used to collect college students' opinions about the current situation of higher education. The survey was conducted with 600 effective copies returned. Structure equation model was employed to analyze the data. Empirical results reveal that service satisfaction has positive effect on customer loyalty, learning effect has positive effect on service satisfaction, and service quality has positive effect on learning effect and service satisfaction. Moreover, the study also finds that learning effect and service satisfaction are mediators in this marketing model.
期刊論文
1.謝亞恆、林俊瑩(201112)。學校永續經營的關鍵--家長對學前幼兒就讀園所忠誠度的影響因素分析。教育與社會研究，23，1-40。new window  延伸查詢new window
2.Aitken, N. D.(1982)。College student performance, satisfaction, and retention: Specification and estimation of a structural model。Journal of Higher Education，53，22-50。  new window
3.Brown, R. M.、Mazzarol, T. W.(2008)。The importance of institutional image to student satisfaction and loyalty within higher education。Higher Education，58，81-95。  new window
4.Canming, C.、Jianjun, C.(2011)。An empirical analysis of the relationship among the service quality, customer satisfaction and loyalty of high speed railway based on structural equation model。Canadian Social Science，7(4)，67-73。  new window
5.Dada, J.、Petrovicova, J. T.、Riznic, D.、Rajic, T.(2011)。An empirical investigation into the construct of higher education service quality。International Review of Management and Marketing，1(3)，30-42。  new window
6.Douglas, J.、Douglas, A.(2006)。Evaluating teaching quality。Quality in Higher Education，12(1)，3-13。  new window
7.Duque, L. C.、Weeks, J. R.(2010)。Towards a model and methodology for assessing student learning outcomes and satisfaction。Quality Assurance in Education，18(2)，84-105。  new window
8.Duque, L. C.、Lado, N.(2008)。Cross-cultural comparisons of consumer satisfaction ratings: A perspective from Albert Hirschman's theory。International Marketing Review，27(6)，676-693。  new window
9.Gibbs, P.(2002)。From the invisible hand to the invisible hand-shake: Marketing higher education。Research in Post Compulsory Education，7(3)，325-338。  new window
10.Gruber, T.、Fub, S.、Voss, R.、Gläser‐Zikuda, M.(2010)。Examining student satisfaction with higher education services: Using a new measurement tool。International Journal of Public Sector，23(2)，105-123。  new window
11.Hawkins, A. G.、Frohoff, K. M.(2010)。Promoting the academy: The challenges of marketing higher education。Research in Higher Education Journal，7，1-13。  new window
12.Hytti, U.、Stenholm, P.、Heinonen, J.、Seikkula-Leino, J.(2010)。Perceived learning outcomes in entrepreneurship education: The impact of student motivation and team behavior。Education & Training，52(8/9)，587-606。  new window
13.Kheng, L. L.、Mahamad, O.、Raiuayah, T.、Mosahab, R.(2010)。The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia。International Journal of Marketing Studies，2(2)，57-66。  new window
14.Kambiz, H. H.、Mohamniad, A. N.(2012)。Path analysis of perceived service quality, satisfaction and loyalty in the banking industry of Iran。Research Journal of Applied Sciences, Engineering and Technology，4(10)，1351-1358。  new window
15.Joseph, M.、Yakhou, M.、Stone, G.(2005)。An educational institution's quest for service quality: Customers' perspective。Quality Assurance in Education，13(1)，66-82。  new window
16.Lee, S. K.、Wadood, F.、Som, A. P. M.、Alzaidiyeen, N. J.(2010)。The revitalization of service quality to gain customer satisfaction and customer loyalty。International Journal of Business and Management，5(6)，113-122。  new window
17.Malik, M. E.、Danish, R. Q.、Usman, A.(2010)。The impact of service quality on students’ satisfaction in higher education institutes of Punjab。Journal of Management Research，2(2)，1-11。  new window
18.Muhammad, I. I.(2012)。Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan。Serbian Journal of Management，7(1)，25-36。  new window
19.Mulnix, M. W.、Cojanu, K.、Pettine, S. B.(2011)。Critical role of the dominant coalition in higher education marketing strategy formulation。Research in Higher Education Journal，11，1-10。  new window
20.Munteanu, C.、Ceobanu, C.、Bobalca, C.、Anton, O.(2010)。An analysis of customer satisfaction in a higher education context。International Journal of Public Sector Management，23(2)，124-140。  new window
21.Oplalka, I.、Hemsley-Brown, J.(2004)。The research on school marketing: Current issues, future directions。Journal of Educational Administration，42(3)，375-400。  new window
22.Rowley, J.(2003)。Retention: Rhetoric or realistic agendas for the future of higher education。The International Journal of Educational Management，17(6)，248-253。  new window
23.Schertzer, C. B.、Schertzer, S. M. B.(2004)。Student satisfaction and retention: A conceptual model。Journal of Marketing for Higher Education，14(1)，79-91。  new window
24.Sines, R. G., Jr.、Duckeorth, E. A.(1994)。Customer service in higher education。Journal of Marketing for Higher Education，5(2)，1-15。  new window
25.Sultan, P.、Wong, H. Y.(2010)。Service quality in higher education: A review and research agenda。International Journal of Quality and Service Sciences，2(2)，259-272。  new window
26.Savanström, M.、Lozano-Garcia, F. J.、Rowe, D.(2008)。Learning outcomes for sustainable development in higher education。International Journal of Sustainability in Higher Education，9(3)，339-351。  new window
27.Wheaton, B.(1987)。Assessment of fit in over-identifies models with latent variables。Sociological Methods and Research，16，118-154。  new window
28.劉祥熹、陳玉娟(201011)。從關係品質觀點探討服務品質、學習成效對顧客忠誠度關聯性之分析：以臺灣幼稚園產業為例。教育政策論壇，13(4)=36，161-190。new window  延伸查詢new window
29.Ahdullah, F.(2005)。The development of HEdPERF: A new measuring instrument of service quality for the higher education sector。International Journal of Consumer Studies，30(6)，569-581。  new window
30.Elliot, K. M.、Healy, M. A.(2001)。Key factors influencing student satisfaction related to recruitment and retention。Journal of Marketing for Higher Education，10(4)，1-11。  new window
31.Helgesen, U.、Nesset, E.(2007)。What accounts for students' loyalty? Some field study evidence。International Journal of Educational Management，21(2)，126-143。  new window
32.Hemsley-Brown, J.、Oplatka, I.(2006)。Universities in a competitive global marketplace: A systematic review of the literature on higher education marketing。International Journal of Public Sector Management，19(4)，316-338。  new window
33.Maringe, F.(2006)。University and course choice: Implications for positioning, recruitment and marketing。International Journal of Educational Management，20(6)，466-479。  new window
34.Navarro, M. Marzo、Iglesias, M. Pedraja、Torres, P. Rivera(2005)。A new management element for universities: Satisfaction with the offered courses。International Journal of Educational Management，19(6)，505-526。  new window
35.Myers, J. H.(1991)。Measuring customer satisfaction: Is meeting expectations enough?。Marketing Research，3(4)，35-43。  new window
36.Patterson, P. G.、Johnson, L. W.(1993)。Disconfirmation of expectations and the gap model of service quality: An integrated paradigm。Journal of Satisfaction, Dissatisfaction and Complaining Behavior，6，90-99。  new window
37.楊瑩(20110300)。以學生學習成效為評量重點的歐盟高等教育品質保證政策。評鑑雙月刊，30，27-34。  延伸查詢new window
38.鄧維兆、張敏慧、蔡志弘(20080600)。高等教育服務品質之研究--以某私立大學為例。品質月刊，44(6)，22-29。  延伸查詢new window
39.張美香、王麗幸、賀力行、陳坤志(20060300)。大專院校學生教育服務品質、顧客滿意度與忠誠度關連分析。中華管理學報，7(1)，125-142。new window  延伸查詢new window
40.Kristensen, K.、Martensen, A.、Grønholdt, L.(1999)。Measuring the impact of buying behaviour on customer satisfaction。Total Quality Management，10(4/5)，S602-S614。  new window
41.楊朝祥(20091200)。臺灣高等教育的挑戰、超越與卓越。教育資料集刊，44，1-28。new window  延伸查詢new window
42.Kristensen, Kai、Martensen, Anne、Gronholdt, Lars(2000)。Customer satisfaction measurement at post denmark: Results of application of the European customer satisfaction index methodology。Total Quality Management，11(7)，1007-1015。  new window
43.Oldfield, B. M.、Baron, S.(2000)。Student perceptions of service quality in a UK university business and management faculty。Quality Assurance in Education，8(2)，85-95。  new window
44.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing，49(1)，33-46。  new window
45.O'Neill, Martin A.、Palmer, Adrian(2004)。Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education。Quality Assurance in Education，12(1)，39-52。  new window
46.許育典、紀筱儀(20060500)。社區大學作為高等教育改革的反省。教育政策論壇，9(2)，45-76。new window  延伸查詢new window
47.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal，45(4)，34-36。  new window
48.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
49.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
50.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。  new window
51.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
52.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
53.Peltier, J. W.、Westfall, J. E.(2000)。Dissecting the HMO-benefits managers relationship: What to measure and why?。Marketing Health Services，20(2)，4-13。  new window
54.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
55.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
56.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
57.Szymanski, David M.、Henard, David H.(2001)。Customer Satisfaction: A Meta-analysis of the Empirical Evidence。Journal of the Academy of Marketing Science，29(1)，16-35。  new window
58.評鑑雜誌編輯部、高等教育評鑑中心、王保進、吳清山、張紘炬(20120100)。以學生學習成效評估為本--完成第一次大學校務評鑑認可新制。評鑑雙月刊，35，4-17。  延伸查詢new window
59.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
60.Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal，6(1)，1-55。  new window
61.蘇錦麗、黃曙東、浮絲曼(20110700)。評分量尺（rubrics）在大學生學習成效評估之運用。教育研究月刊，207，18-31。new window  延伸查詢new window
62.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
會議論文
1.Dalton, H.、Denson, N.(2009)。Student evaluation: What predicts satisfaction?。the 32nd HERDSA Annual Conference，(會議日期: July)。Darwin, Australia。  new window
2.Chua, C.(2004)。Perception of quality in higher education。Adelaide, Australia。  new window
圖書
1.陳思倫(2011)。服務品質管理。台北：前程。  延伸查詢new window
2.溫明忠、蓋浙生、鈕方頤(2011)。高等教育經濟學。臺北市：高等教育。  延伸查詢new window
3.Hayes, T. J.(2008)。Marketing colleges and universities: A services approach。Washington, DC：Council for the Advancement and Support of Education。  new window
4.邱皓政(2006)。結構方程式模式：LISREL 的理論、技術與應用。台北：雙葉。  延伸查詢new window
5.Kaplan, David(2000)。Structural Equation Modeling: Foundations and Extensions。Sage Publications。  new window
6.Kotler, P.、Fox, K. F. A.(1985)。Strategic marketing for educational institutions。Englewood Cliffs, NJ：Prentice Hall。  new window
7.Griffin, J.(1996)。Customer Loyalty: How to Earn It, How to Keep It。Simmon and Schuster Inc.。  new window
8.吳明隆、張毓仁(2010)。結構方程模型：實務應用秘笈。臺北市：五南。  延伸查詢new window
9.周子敬(2006)。結構方程模式(SEM)--精通LISREL。臺北：全華科技圖書。  延伸查詢new window
10.Kline, Rex B.(2005)。Principles and practice of structural equation modeling。New York, NY：Guilford Press。  new window
11.張家宜(20020000)。高等教育行政全面品質管理：理論與實務。臺北：高等教育出版社。new window  延伸查詢new window
12.黃芳銘(2007)。結構方程模式：理論與應用。臺北市：五南圖書出版股份有限公司。  延伸查詢new window
13.戴曉霞(2000)。高等教育的大眾化與市場化。臺北：揚智文化。new window  延伸查詢new window
14.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
15.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1993)。Consumer Behavior。Dryden Press。  new window
其他
1.財團法人高等教育評鑑中心基金會(2012)。評鑑項目，http://www.heeact.edu.tw/lp.asp?ctNode=1545&CtUnit=933&BaseDSD=7&mp=2。  延伸查詢new window
圖書論文
1.Thompson, B.(2000)。Ten commandments of structural equation modeling。Reading and understanding more multivariate statistics。Washington, DC：American Psychological Association。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：531（臺灣：523，外國：8） ／ 本年度總使用人次：1908780 ／ 訪客人次（自102年09月）：67714010
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上