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題名:公寓大廈管理維護業服務品質構念暨滿意度研究
書刊名:物業管理學報
作者:郭燿禎周瑞生孫國勛 引用關係陳冠宇
作者(外文):Kuo, Yao-chenChou, Jui-shengSun, Kuo-shunChen , Kuan-yu
出版日期:2010
卷期:1:1
頁次:頁73-82
主題關鍵詞:滿意度品質量表品質構念多變量分析SERVQUALBuilding managementService qualityMultivariate analysis
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(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:35
  • 點閱點閱:3
服務產業的發展及競爭力強化須仰賴服務品質的持續提升,近年來國內集中式住宅管理需求激增,公寓大廈管理維護公司設立數量亦大幅增加。目前國內公寓大廈管理維護業尚未建立完整的服務品質評估系統,因此難以衡量公寓大廈管理維護廠商之服務品質。缺乏廠商服務品質資訊造成物業管理產業僅能仰賴價格及主觀評判標準相互競爭,間接扼止了此行業之成長。 本研究採用SERVPERF知覺品質衡量模式及參酌SERVQUAL服務品質量表構念解析程序,探索出公寓大廈管理維護行業之服務品質構念,及服務品質衡量架構。藉由因素分析及路徑分析法,建構公寓大廈管理維護行業服務品質與顧客滿意度間之結構模型。研究成果期讓國內相關業者及行業之主管機關便於了解如何改善服務品質藉以提升顧客滿意度,建構國內公寓大廈管理維護服務業之良性群聚競爭效應。服務團隊專業勝任性、服務執行可靠性及服務安全性為該行業目前衡量服務品質的三個構念。其中服務團隊專業勝任性及服務執行可靠性二構念對於住戶滿意度於0.1顯著水準下有顯著正向影響。
期刊論文
1.Chandon, J. L.、Llosa, S.、Orsingher, C.(1998)。An Empirical Study of SERVQUAL's Dimensionality。The Service Industries Journal,18(2),16-44。  new window
2.Chao, P.(2008)。Exploring the nature of the relationships between service quality and customer loyalty: An attribute-level analysis。The Service Industries Journal,28(1),95-116。  new window
3.Johns, N.、Avci, T.、Karatepe, O. M.(2004)。Measuring service quality of travel agents: evidence from Northern Cyprus。The Service Industries Journal,24(3),82-100。  new window
4.Lam, S. S. K.(1995)。Assessing the validity of SERVQUAL: an empirical analysis in Hong kong。Asia Pacific Journal of Quality Management,4(4),33-40。  new window
5.Wen, C. H.、Lan, L. W.、Cheng, H. L.(2005)。Structural equation modeling to determine passenger loyalty toward intercity bus services。Transportation Research Record,1927,249-255。  new window
6.Chang, H.-S.(2008)。Increasing hotel customer value through service quality cues in Taiwan。The Service Industries Journal,28(1),73-84。  new window
7.Henson, R. K.、Roberts, J. K.(2006)。Use of exploratory factor analysis in published research: common errors and some comment on improved practice。Educational and Psychological Measurement,66(3),393-416。  new window
8.Peiró, J. M.、Martínez-Tur, V.、Ramos, J.(2005)。Employees' overestimation of functional and relational service quality: A gap analysis。The Service Industries Journal,25(6),773-788。  new window
9.Cronin, J. J. Jr.、Taylor, S. A.(1994)。SERVPEKF versus SERVQAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。Journal of Marketing,58(1),125-131。  new window
10.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Understanding Customer Expectations of Service。Sloan Management Review,32(3),39-48。  new window
11.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing,57(4),18-34。  new window
12.Anderson, Eugene W.、Fornell, Claes(2000)。Foundations of the American Customer Satisfaction Index。Total Quality Management,11(7),869-882。  new window
13.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
14.Park, J. W.、Robertson, R.、Wu, C. L.(2006)。Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers' Future Behavioural Intentions。Transportation Planning and Technology,29(5),359-381。  new window
15.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing,66(1),33-55。  new window
16.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
17.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
18.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing,65(3),34-49。  new window
19.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing,18(4),36-44。  new window
20.Olsen, Svein Ottar(2002)。Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty。Journal of the Academy of Marketing Science,30(3),240-249。  new window
21.Garvin, David A.(1983)。Quality on the Line。Harvard Business Review,61(5),64-75。  new window
22.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
23.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, A.(1993)。The Nature and Determinants of Customer Expectations of Service。Journal of the Academy of Marketing Science,21(1),1-12。  new window
24.Churchill, Gilbert A. Jr.(1979)。A paradigm for developing better measures of marketing constructs。Journal of Marketing Research,16(1),64-73。  new window
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
26.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
27.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing,52(3),2-22。  new window
28.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new window
會議論文
1.Liu, J.、Zhao, P.(2005)。Constructing quality-satisfaction-loyalty chain system: An empirical study of insurance industry in China。International Conference on Services Systems and Services Management,1237-1241。  new window
學位論文
1.吳慧玲(2003)。台灣休閒農場服務品質量表之發展(碩士論文)。國立交通大學。  延伸查詢new window
2.胡凱傑(2003)。應用服務品質量表與知覺價值模式探討旅客再消費意願之影響因素:以汽車客運業為例(博士論文)。國立交通大學。new window  延伸查詢new window
圖書
1.Field, A.(2005)。Discovering statistics using SPSS for windows。Great Britain:Sage Publication。  new window
2.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
 
 
 
 
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