服務品質與顧客滿意之模式的發展

根據服務品質概念模式的SERVQUAL 量表，顧客滿意度可以延伸考量品質符合性與對客戶忠誠度和客戶滿意度管理知識的影響。品質符合性影響服務傳遞與客戶感受，然後影響顧客的忠誠度。因此，管理方面的知識可以影響顧客期望之管理認知，而使顧客期望提升顧客的忠誠度。因此，顧客忠誠度可為品質符合性與管理知識的共同連結。顧客滿意度進而連結於顧客的忠誠度。此發展模式可以進行改善與品質符合性和管理知識的有關知顧客滿意度的分析。

關鍵字

品質符合性；服務品質；顧客忠誠度；管理知識；顧客滿意度

並列摘要

According to the service quality concept of SERVQUAL, the customer satisfaction can be extended to examine the impact of quality conformance and managerial knowledge on customer loyalty and customer satisfaction. The quality conformance can affect service delivery and customer perception, and then impact customer loyalty. In addition, the managerial knowledge can affect managerial perception of customer expectation; and customer expectation will be enhanced and then customer loyalty can be improved. Hence, the customer loyalty can be the common link between quality conformance and managerial knowledge. The customer satisfaction can then be linked with customer loyalty. The development of this model can be used for the improvement of customer satisfaction and be analyzed with respect to quality conformance and managerial knowledge.

並列關鍵字

Quality Conformance ； Service Quality ； Customer Loyalty ； Managerial Knowledge ； Customer Satisfaction

參考文獻

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2. Aleda, V.R. and William, E.J. (1995), “Strategic determinants of service quality and performance: evidence from banking Industry”, Management Science, Vol. 41 No. 11, November, pp. 1720-1733.

3. Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), “SERVQUAL revisited: a critical review of service quality.” The Journal of service marketing, Vol. 10 No. 6, pp. 62-81.

4. Bakhru, A. (2004), “Managerial knowledge to organizational capability new e-commerce

businesses”, Journal of Intellectual Capital, Vol. 5 No.2, pp.326-336.

國際替代計量

服務品質與顧客滿意之模式的發展

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