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

The Study on Service Quality, Customer Satisfaction in the Extension Education and Real Estate-An Example of an Extension Education of Art of Course in Technology University in Southern Taiwan

吳淑心(Shu-Hsin Wu) ； 蔡博印(Bo-Yin Chai)

《管理科學與統計決策》 4卷3期 (2007/09) Pp. 43-50

https://doi.org/10.6704/JMSSD.2007.4.3.43

摘要

臺灣教育市場面臨激烈的競爭，開發新的客戶也日益困難，因此各家業者盡己所能提供更好的服務品質，或使用各種行銷方案來提高顧客滿意度以及心中的價值，並且進一步創造高忠誠的顧客。因此，應如何藉由衡量「服務品質」來達到顧客滿意度與顧客忠誠度之目標，是現今經營業者最注意的議題之一。

關鍵字

推廣教育 ； 服務品質 ； 顧客滿意度

並列摘要

Gradually, competions in Taiwan learns industry are becoming fierce. It's more difficult to develop new customers than ever. Therefore, each company tries to hard to provide better service quality, or uses various marketing programs to enhanced customers satisfaction, values, and create high loyalty customers. Hence, How to measure the service quality to achieve the aim of enhanced customer satisfaction and customer loyalty is now of the most advertent issues to the managers.

並列關鍵字

extension education ； service quality ； customer satisfaction

參考文獻

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Evans, James R.,Lindsay, William.(1996).The management and Control of quality.

Hahm. J.,W. Chu.,J. W. Yoon(1997).A Strategic Approach to Customer Satisfaction in the Telecommunication Service Market.Elsevier Science Ltd.33,825-828.