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題名：服務品質、認知價值與顧客滿意度對行為意向之關係研究：以某卓越大學為例
書刊名：品質學報
作者：湯玲郎／黃政豪
作者(外文)：Tang, Ling-lang／Huang, Cheng-hao
出版日期：2017
卷期：24:3
頁次：頁202-220
主題關鍵詞：服務品質；認知價值；顧客滿意度；行為意向；Service quality；Perceived value；Customer satisfaction；Behavior intention
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(2) 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:2
  • 共同引用共同引用:16
  • 點閱點閱:21
期刊論文
1.陳志一(20071200)。顧客知覺價值與顧客滿意度對顧客忠誠度影響之研究：以國立臺灣大學綜合體育館羽球消費者為例。運動教練科學，9，207-218。new window  延伸查詢new window
2.Sakthivel, P. B.、Rajendran, G.、Raju, R.(2005)。TQM implementation and students' satisfaction of academic performance。The TQM Magazine，17(6)，573-589。  new window
3.尚榮安、劉宗哲、林炳文(20060300)。教育與服務--推廣教育學員品質知覺對滿意度之影響。顧客滿意學刊，2(1)，27-54。new window  延伸查詢new window
4.Lederer, A. L.、Sethi, V.(1991)。Critical Dimensions of Strategic Information Systems Planning。Decision Sciences，22(1)，104-119。  new window
5.池文海、王碧霞(20040900)。全面品質管理對大學校院行政品質影響之探討。品質學報，11(3)，253-282。new window  延伸查詢new window
6.湯玲郎、邱文瑛、邱嘉萍(20120800)。服務品質、關係品質與顧客價值對顧客滿意度之關聯性研究--以大學推廣教育機構為例。品質學報，19(4)，325-337。new window  延伸查詢new window
7.Chumpitaz, Ruben C.、Paparoidamis, Nicholas G.(2004)。Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction。Managing Service Quality: An International Journal，14(2/3)，235-248。  new window
8.Bruhn, M.、Grund, M. A.(2000)。Theory, Development and Implementation of National Customer Satisfaction Indices: The Swiss Index of Customer Satisfaction (SWICS)。Total Quality Management，11(7)，S1017-S1028。  new window
9.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Customer orientation: Effects on customer service perceptions and outcome behaviors。Journal of Service Research，3(3)，241-251。  new window
10.Petrick, James F.(2002)。Development of Multi-Dimensional Scale for Measuring the Perceived Value of a Service。Journal of Leisure Research，34(2)，119-134。  new window
11.Sweeney, Julian C.、Soutar, Geoffrey N.、Johnson, Lester W.(1999)。The Role of Perceived Risk in the Quality-value Relationship: A Study in a Retail Environment。Journal of Retailing，75(1)，77-105。  new window
12.Zimmerman, Charles D.(1985)。Quality: Key to Service Productivity。Quality Progress，18(6)，32-35。  new window
13.Bearden, W. O.、Teel, J. E.(1983)。Selected Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research，20(1)，21-28。  new window
14.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。  new window
15.Gooding, S. K. S.(1995)。Quality, sacrifice and value in hospital choice。Journal of Health Care Marketing，15(4)，24-31。  new window
16.吳淑心、蔡博印(20070900)。推廣教育服務品質與顧客滿意度之相關性研究--以南部某科技大學推廣教育藝術課程為例。管理科學與統計決策，4(3)，43-50。new window  延伸查詢new window
17.Hill, F. M.(1995)。Managing service quality in higher education: the role of the student as primary consumer。Quality Assurance in Education，3(3)，10-21。  new window
18.Letcher, D. W.、Neves, J. S.(2010)。Determinants of undergraduate business student satisfaction。Research in Higher Education Journal，6，1-26。  new window
19.Ling, K. C.、Chai, L. T.、Piew, T. H.(2010)。The 'inside-out' and 'outside-in' approaches on students' perceived service quality: an empirical evaluation。Management Science and Engineering，4(2)，1-26。  new window
20.Mansor, A. A.、Hasanordin, R.、Rashid, M. H. A.、Rashid, W. E. W.(2012)。Hierarchical service quality model towards student satisfaction。International Journal of Innovation, Management and Technology，3(6)，803-807。  new window
21.Mansori, S.、Vaz, A. F.、Ismail, Z. M. M.(2014)。Service quality, satisfaction and student loyalty in malaysian private education。Asian Social Science，10(7)，57-66。  new window
22.Park, J. K.、Kim, W.(2003)。Two Corbicula (Corbiculidae: Bivalvia) mitochondrial lineages are widely distributed in Asian freshwater environment。Molecular Phylogenetics and Evolution，29(3)，529-539。  new window
23.Stukalina, Y.(2014)。Identifying predictors of student satisfaction and student motivation in the framework of assuring quality in the delivery of higher education services。Management and Education，12(1)，127-137。  new window
24.Petruzzellis, L.、D'Uggento, A. M.、Romanazzi, S.(2006)。Student satisfaction and quality of service in Italian universities。Managing Service Quality: An International Journal，16(4)，349-364。  new window
25.Quinn, J. B.(1992)。The intelligent enterprise anew paradigm。The Academy of Management，6(4)，48-63。  new window
26.Sumaedi, S.、Bakti, I. G. M. Y.、Metasari, N.(2011)。The effect of students' perceived service quality and perceived price on student satisfaction。Management Science And Engineering，5(1)，88-97。  new window
27.Yeo, R. K.、Li, J.(2014)。Beyond SERVQUAL: The competitive forces of higher education in Singapore。Total Quality Management & Business Excellence，25(1)，95-123。  new window
28.MacCallum, Robert Charles、Hong, Sehee(1997)。Power analysis in covariance structure modeling using GFI and AGFI。Multivariate Behavioral Research，32(2)，193-210。  new window
29.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
30.Baker, Julie、Parasuraman, A.、Grewal, Dhruv、Voss, Glenn B.(2002)。The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions。Journal of Marketing，66(2)，120-141。  new window
31.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
32.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
33.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
34.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
35.Wong, Amy、Sohal, Amrik(2003)。Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships。Journal of Services Marketing，17(5)，495-513。  new window
36.Parasuraman, Ananthanarayanan(1997)。Reflections on gaining competitive advantage through customer value。Journal of the Academy of Marketing Science，25(2)，154-161。  new window
37.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
38.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
39.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。  new window
40.張明輝(20050200)。優質學校教育指標--行政管理、領導與學校文化。教師天地，134，9-20。  延伸查詢new window
41.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
42.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal，9(2)，201-211。  new window
43.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
44.Parasuraman, Ananthanarayanan Parsu、Grewal, Dhruv(2000)。The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda。Journal of the Academy of Marketing Science，28(1)，168-174。  new window
45.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research，28(3)，307-319。  new window
46.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
47.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
48.Ajzen, Icek、Driver, Beverly L.(1991)。Prediction of leisure participation from behavioral, normative, and control beliefs: An application of the theory of planned behavior。Leisure Sciences: An Interdisciplinary Journal，13(3)，185-204。  new window
49.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
50.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
51.Cronin, J. J. Jr.、Taylor, S. A.(1992)。Measuring service quality: A re-examination and extension。Journal of Marketing，56(3)，55-68。  new window
52.Westbrook, Robert A.、Oliver, Richard L.(1991)。The dimensionality of consumption emotion patterns and consumer satisfaction。Journal of Consumer Research，18(1)，84-91。  new window
53.Yang, Hao-Erl、Wu, Chi-Chuan、Wang, Kuang-Cheng(2009)。An Empirical Analysis of Online Game Service Satisfaction and Loyalty。Expert Systems with Applications，36(2)，1816-1825。  new window
54.Dodds, William B.、Monroe, Kent B.(1985)。The Effect of Brand and Price Information on Subjective Product Evaluations。Advances in Consumer Research，12(1)，85-90。  new window
55.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
56.Brady, M. K.、Robertson, C. J.(2001)。Searching for A Consensus on The Antecedent role of Service Quality and Satisfaction: An Exploratory Cross-National Study。Journal of Business Research，51(1)，53-60。  new window
圖書
1.Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.(2006)。Service Marketing: Intergrating customer focus across the firm。McGraw-Hill。  new window
2.吳清山(1999)。學校行政。台北：心理出版社。  延伸查詢new window
3.黃俊英(2000)。多變量分析。台北：中國經濟企業研究所。  延伸查詢new window
4.Day, George S.(1990)。Market driven strategy: processes for creating value。Free Press。  new window
5.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
6.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
7.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.(1995)。Consumer behavior。Dryden Press。  new window
8.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Hempel, D. J.(1977)。Consumer satisfaction with the home buying process: Conceptualization and measurement。The conceptualization of consumer satisfaction and dissatisfaction。Cambridge, Mass：Marketing Science Institute。  new window
2.Rust, R. T.、Oliver, R. L.(1994)。Service quality: insights and managerial implication from the frontier。Service Quality: New Directions in Theory and Practice。New York：Sage。  new window
 
 
 
 
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