Post on 17-Mar-2016
description
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1. 2. 3.
1. 2.
(Mazumdar and Monroe1990)
1.
2.
3.
1.1
1991
1992 1. 2. 3. 4. 5. 6. 7.
1993
1994
1999Kotler
2001
2002
Sasser Olsen and Wyckoff (1978) (service level) (service quality) (expected service level) (perceived service level)
Olshavsky (1985)
Parsuraman Zeithaml and Berry (1985)
Spreng and Mackoy (1996)
Armstrong and Kotler(2005)
Parasuramanetal.SERVQUAL 1988
ParasuramanZeithamlBerry(PZB)1988SERVQUALSERVQUAL
ParasuramanZeithamlBerry(PZB)1991SERVQUALSERVQUALSERVQUAL
FornellAnderson and Sullivan (1992)
BouldingKalraStaelin and Zeithaml (1993)
Anderson and Sullivan (1993)
Heskett1994)
Rust and Oliver(1994)
Zeithaml and Bitner (1996)
Parasuraman(1988)
HurleyEstelami1998
Michael2002
2004
2004
Cardozo(1965)
Hempel(1977)
Westbrook(1980)
Oliver(1981)
Kotler (1991)
Fornell (1992)
Kotler(1999)
Dick and Basu (1994)
Jones and Sasser (1995)
Bhote (1996)
Oliver Rust and Varik (1997)
Kandampully (1998)
Smith (1998)
Singh and Sirdeshmukh (2000)
Griffin (1995)
Fornell (1992) (Customer Satisfaction IndexCSI)
1.
2.
3. 4.
5.
Heskettetal(1994) 2.1
Heskett Jones Loveman Sasser and Schlesinger Putting the Service-ProfitChain to Work Harvard Business Review March-April 1994:166.
-19591963Hypermarket1999Promodes
29110002004726.6843
19871989
2006TESCO40
-Far Eastern AMart182009175.796%2.69
1990199981800160
Groupe CasinoGant200073
-1996
1990 24
19971212008335.4631.04%10.4238.9%2009404.31693.3620.5%
16.7%10.85%Groupe Auchan SA67%
Likert scale16
632319COSTCO
SPSSKMO(01)1Bartlett(Sig.0.8KMO>0.7KMO0.5a
6.1
6.1
H1H2H3H4H5
1.H16.2--
Sig.=0.227>0.05
H26.3--
Sig.=0.224>0.05
H321
H46
H57
2.--
t0H0bi=0H1bi0H0Sig.=0.737>0.000
6.4--
.--
t0H0bi=0H1bi0H0Sig.=0.345>0.0006.5--