中華科技大學企業管理系專題研究報告

中中中中中中中中中中中中中中中中中中中中中中中中中中：中中中中中中中中中中中中中中中中中中中中中中中中中中中：中中中中中中中中 / 中中中中中中中中中中中中中中中中中中中中中中中中中－ / 中中 / 中中中中中

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各量販店服務品質 / 顧客滿意度與顧客忠誠度之研究－以大台北內湖地區家樂福 / 愛買 / 大潤發為例. 中華科技大學企業管理系專題研究報告. 企管四甲學生：鄭景濃張婉薐蘇哲民林仕杰李鴻緯李哲豪　　何宜潔　　　　指導教授：傅敬群教授. 目錄. 第一章、緒論一、研究背景與動機二、研究目的三、研究流程第二章、文獻探討一、量販店的定義二、服務品質的定義與衡量 - PowerPoint PPT Presentation

Transcript of 中華科技大學企業管理系專題研究報告

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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.
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t0H0bi=0H1bi0H0Sig.=0.737>0.000

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.--

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