淡江大學覺生紀念圖書館 (TKU Library)
進階搜尋


下載電子全文限經由淡江IP使用) 
系統識別號 U0002-1501201809211300
中文論文名稱 從知覺價值觀點探討影響顧客満意度及行為意圖之因素-以星巴克咖啡為例
英文論文名稱 Factors Affecting Customer's Satisfaction and Behavior Intention from the Perspective of Perceived Value: A Case Study of Starbucks Coffee
校院名稱 淡江大學
系所名稱(中) 管理科學學系博士班
系所名稱(英) Doctoral Program, Department of Management Sciences
學年度 106
學期 1
出版年 107
研究生中文姓名 王育民
研究生英文姓名 Yu-Min Wang
學號 898620363
學位類別 博士
語文別 中文
口試日期 2017-12-28
論文頁數 108頁
口試委員 指導教授-王居卿
委員-李文瑞
委員-余坤東
委員-楊立人
委員-曾義明
中文關鍵字 服務品質  企業形象  顧客滿意度  行為意圖  知覺價值 
英文關鍵字 service quality  corporate image  customer satisfaction  behavioral intention  perceived value 
學科別分類
中文摘要 幾乎所有的咖啡連鎖店探討僅著重於服務品質的研究,本研究從認知價值觀點,將影響顧客價值認知的產品、價格、價值、信任、個人及情境等因素納入企業形象變數整體去探討與服務品質、顧客滿意度及行為意圖之關係。另顧客通常是透過服務傳遞所接收到的服務(顧客認知)和心中所預期服務(顧客期望)來做比較及評估,本研究據此觀點,探討消費者在服務品質、企業形象與顧客滿意度上是否有差異。
本研究採用問卷調查法蒐集資料,回收有效問卷448份,以結構方程模式進行路徑分析並運用SPSS20.0和LISREL 8.7進行資料分析。實證結果如下:
1.在服務品質、企業形象與顧客滿意度之期望與認知上均有顯著差異。
2.服務品質對企業形象、顧客滿意度與行為意圖均部分顯著影響。
3.企業形象對顧客滿意度與行為意圖均顯著正向影響。
4.滿意度對服務品質與行為意圖及滿意度對企業形象與行為意圖間的關係均具顯著的中介效果。
5.不同消費者屬性在服務品質、企業形象、顧客滿意度及行為意圖上均有顯著差異。
英文摘要 Almost all of the coffee shops are only focused on the study of service quality. This research, from the perspective of perceived value, incorporates such factors as product, price, value, trust, individual and situation that affect customer value perception as a whole to explore service quality, customer satisfaction, and behavioral intentions. In addition, the customer usually compares and evaluates the service (customer awareness) received by the service and the service expected by the customer (customer expectation). Based on this view, this study explores the causal relationships among service quality, corporate image, and customer satisfaction.
In this study, a questionnaire survey was used to collect data and 448 copies are valid. Path analysis was conducted based on the structural equation model and the data were analyzed using SPSS 20.0 and LISREL 8.7. The empirical results are as follows:
1.Expectations and perceptions in service quality, corporate image and customer satisfaction are significantly different.
2.Service quality has the partially significant impact on the corporate image, customer satisfaction, and behavioral intention.
3.Corporate image has a significant positive impact on customer satisfaction and behavior intention.
4.Satisfaction has a significant mediating effect on the relationship between corporate image and behavioral intention and also on the relationship between service quality and behavioral intention.
5.Different consumer attributes have significant differences in service quality, corporate image, customer satisfaction and behavioral intention.
論文目次 目 錄
誌謝
中文摘要
英文摘要
目 錄.................................................. I
表 次................................................ III
圖 次................................................. IV
第一章 緒論............................................. 1
第一節 研究背景與動機.................................... 1
第二節 研究目的......................................... 7
第三節 研究流程與論文結構................................ 8
第二章 文獻探討與假說推導............................... 10
第一節 知覺價值觀點.................................... 10
第二節 顧客期望內涵與衡量構面........................... 12
第三節 服務品質內涵與衡量構面........................... 13
第四節 企業形象內涵與衡量構面........................... 16
第五節 顧客滿意度內涵與衡量構面......................... 21
第六節 行為意圖內涵與衡量構面........................... 23
第七節 服務品質、企業形象、顧客滿意及行為意圖間之關係..... 25
第三章 研究方法........................................ 34
第一節 研究架構........................................ 34
第二節 各變數的操作性定義............................... 35
第三節 研究假說........................................ 38
第四節 問卷設計........................................ 41
第五節 研究對象與抽樣方法............................... 42
第六節 資料分析方法.................................... 47
第四章 資料分析........................................ 50
第一節 描述統計分析.................................... 50
第二節 信效度與相關分析................................. 52
第三節 差異性檢定...................................... 60
第四節 期望與認知之差異分析............................. 68
第五節 變數間影響之檢定................................. 70
第六節 研究假說檢定結果................................. 75
第五章 結論與建議...................................... 78
第一節 結論............................................ 78
第二節 管理意涵........................................ 81
第三節 研究限制........................................ 84
第四節 建議............................................ 85
參考文獻............................................... 88
一、中文部分........................................... 88
二、英文部分........................................... 90
附錄:問卷............................................. 102

表 次
表2-1 SERVQUAL 量表....................................................................................................15
表3-1 預試項目分析結果.................................................................................................43
表3-2 預試信度分析結果.................................................................................................47
表4-1 背景變數描述統計分析結果.................................................................................51
表4-2 相關係數矩陣.........................................................................................................53
表4-3 驗證性因素分析結果.............................................................................................55
表4-4 區別效度分析結果.................................................................................................59
表4-5 性別在各變數之平均數差異檢定結果.................................................................61
表4-6 年齡在各變數之平均數差異檢定結果.................................................................62
表4-7 學歷在各變數之平均數差異檢定結果.................................................................63
表4-8 職業在各變數之平均數差異檢定結果.................................................................65
表4-9 每月收入在各變數之平均數差異檢定結果.........................................................66
表4-10 消費頻率在各變數之平均數差異檢定結果.......................................................68
表4-11 期望與認知在各變數之平均數差異檢定結果...................................................69
表4-12 研究假說驗證結果...............................................................................................74
表4-13 本研究假說檢定結果之彙整...............................................................................76


圖 次
圖1-1 研究流程圖...............................................................................................................9
圖2-1 顧客對服務品質與顧客滿意的認知.....................................................................33
圖2-2 本研究對「顧客對服務品質與顧客滿意的認知」之整合.................................33
圖3-1 研究架構圖.............................................................................................................34
圖4-1 結構模式圖.............................................................................................................75
參考文獻 參考文獻
一、中文部分
王明坤、黃國平 (2001)。電信解除管制後新產品服務知覺品質、服務等候、企業形象與知覺價值對消費者行為意向之影響--臺灣三大電信公司服務競爭模型之比。電子商務學報,13(2),303-338。
王明坤 (2012)。電信新產品服務知覺品質、服務等候、企業形象與知覺價值對台灣區消費者行為意向與選擇行為之影響。國立成功大學交通管理學系博士論文。
別蓮蒂、鄭秀倫 (2004)。影響企業品牌傘策略背書效果的因素。中山管理評論,12(2),269-305。
李至和 (2017)。星巴克這一口潮味擄獲年輕人的心。經濟日報。檢索自https://money.udn.com/money/story/5612/2608932
吳萬益 (2015)。企業研究方法。台北:華泰文化。
林素吟 (2005)。服務品質、滿意度與購買意圖關係之研究:層級干擾迴歸分析之應用。管理評論,24(2),1 - 17。
洪堅銘 (2013)。銀行服務品質與顧客滿意度之多群組比較分析--以信用合作社改制商業銀行為例。國立高雄第一科技大學財務金融研究所博士論文。
馬岳琳 (2015)。亞洲咖啡盛世星巴克持續烘焙亞洲,天下雜誌。檢索自http://www.cw.com.tw/article/article.action?id=5066275
許麗玲、陳至柔、陳澔輝 (2013)。雲端ERP 系統服務品質與持續使用意圖之研究。電子商務學報,15(2),195-234。
陶治中、范傑智 (2015)。公共運輸無縫轉乘服務品質、滿意度與忠誠度之關聯模式構建。運輸學刊, 27(2),249-280。
黃明新、黃麗君 (2011)。重新探討零售業顧客滿意度:比較享樂型與功能型購物價值之差異。管理評論 , 30(1),59-76。
葉桂珍 (2013)。在地運動贊助者知覺的影響因素與效益分析。管理評論,32(1), 017-038。
詹弘廷 (2013)。居家服務品質與家庭滿意度之關聯性:以南投縣為例。國立臺灣大學健康政策與管理研究所博士論文。
廖彩雲、羅元辰 (2013)。宅配產業服務品質與顧客滿意度分析—以台灣五大宅配業者為例。電子商務學報,15(4),461-490。
鄭家宜 (2010)。金融服務業顧客滿意與再購意願之關係研究 : 分析產品知識的效果。中山管理評論, 18(2),325-372。
顧宜錚、李家瑩、黃相翎 (2013)。有服務品質就足夠嗎?顧客體驗對網站滿意度之影響。中山管理評論, 21(3),479-509。
蔡進發、蕭至惠 (2017)。品牌形象、情感性品牌依附、知覺品質、滿意度與購後行為關係之探討—兼論自我一致性的干擾效果。中山管理評論 , 25(2),443 - 487。





















二、英文部分
Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32(5): 486-502.
Al-Hawari, M. & Ward, T. (2006). The effect of automated service on Australian banks’ financial performance and the mediating role of customer Satisfaction. Journal of Marketing Intelligence & Planing, 24(2): 127-147.
Anderson, R.E., Claes F. & Donald, R. L. (1994). Customer satisfaction, marketshare, and profitablity: findings from Sweden. Journal of Marketing, 58(1): 53-66.
Anderson, E., & Fornell, C. (1994). A Customer Satisfaction Research Prospectus, in Rust, R. T. and Oliver, R. L., Eds., Service Quality: New Directions in Theory and Practice, Thousand Oaks, C.A.: Sage Publications.
Anderson, Eugene W. (1998). Customer satisfaction & word of mouth. Journal of Service Research, vol. 1, (May): 5-17.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: a review and recommended two‐step approach. Psychological Bulletin, 103 (3): 411‐423.
Anderson, R. E., & Srinivasan, S. S. (2003). E - Satisfaction and E - Loyalty: Acontingency Frameword. Psychology & Marketing, 20(2): 123-138.
Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47(3): 191-207.
Azizi, E., Jafari, D., & Moghadam, B. F. (2014). Gap analysis between customer expectations and perceptions of ETKA organization's service quality using SERVQUAL approach (Case Study: Pamizfam Sugar Company). Journal of Social Issues & Humanities, 2(3): March.
Babakus, E., Bienstock, C. C., & Scotter, J. R.V. (2004). Linking perceived quality and customer satifaction to store traffic and revenue growth. Decision Sciences, 35(4): 713-737.
Bayton, J. A. (1959). Researching the corporate image. Public Relation, 4(10): 3-8.
Bei, Lien-Ti., & Chiao, Yu-Ching. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Provo, v.14: 125-140.
Belt, John A., & Paolillo, Joseph G. P. (1982). Journal of Management, New York: Spring 8(1): 105.
Bentler, P. M. (1995). EQS Structural Equations Program Manual. Encino, CA: Multivariate Software.
Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology’s Impact on the Gaps Model of Service Quality.
Blackwell, R. D., Winiard, P. W., & Engel, J. F. (2001). Consumer Behavior, 9th (Ed.), New York, NY: Harcourt College Publishers.
Bolton, R. N., & Drew, J. H. (1991). A multi-stage model of customer's assessments of service quality and value. Journal of Consumer Research, v.17: 375-384.
Boulding, K. E. (1965). The image. The University of Michigan Press: 22.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions, Journal of Marketing Research, vol. 30, (February): 7-27.
Bradley, Graham L., & Sparks, Beverley A. (2012). Antecedents and consequences of consumer value - A longitudinal study of timeshare owners. Journal of Travel Research, Vol 51, Issue 2.
Brown, M. W., and Cudeck, R. (1993). Alternative Ways of Assessing Model Fit. In K. A. Bollen & J. S. Long (Eds.), Testing structural equation Models. Newbury Park, CA: Sage.
Byrne, B. M. (2006). Structural Equation Modeling with EQS – Basic Concepts, Applications, and Programming. 2th ed. LEA.
Carbone, L. P. (2004). Clued in: How to Keep Customers Coming Back Again and Again. Upper Saddle River, NJ: Finance Times Prentice Hall.
Carlson, J., O’Cass, A., & Ahrholdt, D. (2015). Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination, Journal of Retailing and Consumer Services, v.27: 90-102.
Cheng, T., Lai, L., & Yeung, A. (2008). The driving forces of customer loyalty: a study of internet service providers in Hong Kong. International Journal of E-business Research, 4(4): 26-42.
Chung Jae-Eun, Pysarchik Dawn-Thorndike, & Hwang Sun-Jin. (2009). Effects of country-of-manufacture and brand image on korean consumers’ purchase intention. Journal of Global Marketing: 22: 21–41.
Churchill G. A. Jr., & Surprenant, C. (1982). An investigation into the 137 determinants of customer satisfaction. Journal of Marketing Research, 1(19): 492.
Cronin, J. Joseph Jr., & Taylor, Stever A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, Vol. 56, (July): 55-68.
Cronin, J. J., Brady, M. K., Brand, R. R., Hightower, R. J., & Shemwell, D. J. (1997). A cross-sectional test of the effect and conceptualization of service value. Journal of Services Marketing, 11(6): 375-391.
Cronin Jr., J., Brady, M., & Hult, T. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76 (2): 193–218.
Crosby, Lawrence A., & Nancy Stephens. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 404-411.
Czepiel, J. A. (1974). Perspective on Consumer Satisfaction. AMA Conference Proceedings: 119-123.
Czepiel, J. A. & Rosenberg, L. J. (1977). Consumer satisfaction: Concept and measurement, Journal of the Academy of Marketing Science, 5(4): 403-411.
Dabholkar, Pratibha A., Joseph, Dayle I., & Rentz, O. (1996). A measure of service quality forretail stores: Scale development & alidation. Journal of the Academy of MarketingScience, 24: 3-16.
Dabholkar, P., Shepherd, D., & Thorpe, D. (2000). A comprehensive framework for service quality: A comprehensive framework for service quality issues through a longitudinal study. Journal of Retailing, 76(2): 139-173.
Dabholkar, & Overby. (2005). Linking process and outcome to service quality and customer satisfaction evaluations. International Journal of Service Industry Management, 16 (1): 10-27, 10.1108/09564230510587131
Davis, B. R. & Mentzer, J. T. (2006). Logistics service driven loyalty: An exploratory study. Journal of Business Logistics, 27(2): 53-73.
Day, R. L. (1997). Extending the Concept of Consumer Satisfaction, Association for Consumer Research, 4(1): 149-154.
De-Chernatony, L., & Harris, F. (2000). Developing corporate brands through considering internal and external stakeholders. Corporate Reputation Review, 3(3), 268-274.
Diamantopoulos, A., & Siguaw, J. A. (2000). Introducing Lisrel: A Guide for The Uninitiated. Thousand Oaks, CA: SAGE.
DiMingo, E. (1988). The fine art of positioning. Journal of Business Strategy, 9(2): 34.
Dodds, W. B., Mornoe, K. B. & Grewal, D. (1991). The effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28(3): 307-319.
Dolnicar, Coltman, & Sharma. (2015). Do satisfied tourists really intend to come back? Three concerns with empirical studies of the link between satisfaction and behavioral intention. Journal of Travel Research.2015, 54(2): 152–178.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for atisfaction in business markets? Journal of Business and Industrial Marketing, 17(2), pp.107-118.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (2001). Consumer Behavior, 9th Ed., The Dryden Press. Fort Worth, TX.
Fornell, C. (1992). A national customer satisfaction barometer: The swedish experience. Journal of Marketing, 56(1): 6-21.
Fortune, J., White, D., Jugdev, K., & Walker, D. (2011). Looking again at current practice in project management. International Journal of Project Management, 4 (4): 553–572.
Gawyar, E. T. H., Ehsani, M., & Kozehchian, H. (2014). Measuring service quality of state clubs in Lorestan province using SERVQUAL model. International Journal of Sport Studies, 4(2): 233-237.
Garbarino, E., & Johnson, Mark S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, Apr, 63(2): 70-87.
Goldberg, M. E., & Hartwick, J. (1990). The effects of advertising reputation and extremity of advertising claim on advertising effectiveness. Journal of Consumer Research, 17 (2): 172-179
Goldberg, L. R. (1992). The development of markers for the Big-Five factor structure. Psychological Assessment, 4: 26–42.
Gronroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(3): 10–13.
Ha, J., & Jang, S. C. (2009). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. Int. J. International Journal of Hospitality Manage, 1-12.
Hair, J., Anderson, R., Tatham, R. & Black, W. (1998). Multivariate Data Analysis, 5th ed, Prentice Hall, Upper Saddle River, NJ.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate Data Analysis (6th ed.). New Jersey: Prentice-Hall.
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty inthe restaurant industry. Journal of Hospitality & Tourism Research, 33(4): 487–510.
Hashim KF., & Tan, FB. (2015). The mediating role of trust and commitment on members’ continuous knowledge sharing intention: A commitment-trust theory perspective. International Journal of Information Management, 35(2) April 2015: 145-151.
Hawkins, D. I., Best, R. J., & Coney, K. A. (2001). Consumer Behavior: Building Marketing Strategy. New York, NY: McGraw Hill.
Heung, V., & Gu, T. (2012). Influence of restaurant atmospherics on patron satisfaction and behavioral intentions. International Journal of Hospitality Management, 31: 1167–1177.
Hill, N., & Alexander, J. (2006). The Handbook of Customer Satisfaction and Loyalty Measurement, 3rd ed., Gower Publishing Limited, available at: http://online-only-banks-review.toptenreviews.com/online-banking-vs.-traditional-banking.html
Howard, J. A., & Sheth, J. N. (1969). The Theory of Buyer Behavior. New York: John Willy and Sons.
Hu, H. H. S., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality perceived value customer satisfaction and image: an empirical study. The Service Industries Journal, 29(2): 111-125.
Hu, L., and Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structural. Equation Modeling, 6(1), 1-55.
Hurley, R. F., & Estelami, H. (1998). Alternative indexes for monitoring customer perceptions of service quality: a comparative evaluation in a retail context. Journal of the Academy of Marketing Science, 26(3): 209-221.
Hussain, R., Nasser, A. A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42: 167-175.
Ismail, S., Mokhtar, M., & Sanuri, S. (2016). Moderating role of perceived benefit on the relationship between attitude and actual purchase. International Review of Management and Marketing, 6(7): 11-13.
Jang, S., & Feng, R. (2007). Temporal Destination Revisit Intention: The Effects of Novelty Seeking and Satisfaction. Tourism Management, 28(2): 580-590.
Jang, S. S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: application of an extended mehrabian–russell model to restaurants. Journal of Business Research, 62(4): 451–460.
Jin, N. P., Lee, S., & Lee, H. (2015). The effect of experience quality on perceived value, satisfaction, image and behavioral intention of water park patrons: New versus repeat visitors. International Journal of Tourism Research, 17: 82-95.
John, O. P., & Srivastava, S. (1999). The Big Five Trait taxonomy: History, Measurement, and Theoretical Perspectives. In L. A. Pervin & O. P. John (Eds.), Handbook of Personality: Theory and Research (2nd ed.): 102–138. New York, NY, US: Guilford Press.
Johnson M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2): 267-286.
Justin Paul, Arun Mittal, & Garima Srivastav. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5): 606 -622.
Kang, M., & Yang, S. U. (2010). Comparing effects of country reputation and the overall corporate reputations of a country on international consumers' product attitudes and purchase intentions. Corporate Reputation Review, 13(1): 52–62.
Kashyap, R., & Bojanic, D. C. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1): 45-51.
Keller, & Aaker. (1992). The effects of sequential introduction of brand extensions. Journal of Marketing Research, 24 (February): 35-50.
Keller, K. L. (2000). Building and Managing of Corporate Brand Equity. London: Oxford University Press.
Khan, M.A. (2010). An empirical assessment of service quality of cellular mobile telephone operators in Pakistan. Asian Social Science, 6(10): 164-177.
Khraim, H. S. (2013). Airline image and service quality effects on traveling customers’ behavioral intentions in Jordan. European Journal of Business and Management, 5(22): 20-33.
Kim, K.H., Jeon, B.J., Jung, H.S., Lu, W. & walker Jones, J. (2012). Effective employment brand equity through sustainable competitive advantage, marketing strategy and corporate image. Journal of Business Research, 65(11): 1612–1617.
Kim, Hong, & Rho. (2013). The study of defined buying factors affecting trust building and service performance in financial management systems. Math. Comput. Model, 58 (1–2): 38-48.
Kline, R. B. (2015). Principles and Practice of Structural Equation Modeling (4th ed.). Guilford publications, New York.
Kotler, P. (2003). Marketing Management, Analysis, Planning, Implementation, and Control. 11th ed. Prentice-Hall Inc.
Kotler, P. (2005). According to Kotler: The World’s Foremost Authority on Marketing Answers the World’s Foremost Authority on Marketing Answers Your Questions. New York: AMACOM.
Kotler, P., & Armstrong, G. (2009). Principles of Marketing. Pearson Education. Thirteenth Edition. New Jersey.
Kotler, P., Keller, K. L., Ancarani, F., & Costabile, M. (2014). Marketing Management 14/e: Pearson.
Kumar, M., Tat Kee, F., & Charles, V. (2010). Comparative evaluation of critical factors in delivering service quality of banks. International Journal of Quality & Reliability Management 27:3, 351-377.
Kuo, C. W., & Tang, M.L. (2013). Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services. Journal of Advanced Transportation, 47(5): 512–525.
Kuo, Wu, & Deng. (2009). The relationships among service quality, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25 (4): 887-896, 10.1016/j.chb.2009.03.003
Ladhari, R., Brun, I., & Morales, M. (2008). Determinants of dining satisfaction and post – dining behavioral intentions. International Journal of Hospitality Management, 27: 563-573.
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2): 172 – 198.
Ladhari, R., Souiden, N., & Ladhari, I. (2011). Determinants of loyalty and recommendation: the role of perceived service quality emotional satisfaction and image. Journal of Financial Services Marketing, 16(2): 111-124.
Law, R., Leung, K., & Wong, RJ. (2004). The impact of the Internet on travel agencies. International Journal of Contemporary Hospitality Management, 16(2): 100-107, https://doi.org/10.1108/09596110410519982
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of E-service quality in online shopping. International Journal of Retail and Distribution Management, 33(2/3): 161-176.
Lehtinen, U., & Lehtinen, JR. (1991). Two approaches to service quality dimensions, The Service Industries Journal, 11:3, 287-303, DOI: 10.1080/02642069100000047
Liljander, V. & Strandvik, T. (1993). Estimating zone of tolerance in perceived service quality and perceived service value, International Journal of Service Industry Management, Vol. 4, No. 2, pp.6-28.
Lin, C., Chow, W. S., Madu, C. N., Kuei, C. H. & Yu, P. P. (2005). A structural equation model of supply chain quality management and organizational performance. International Journal of Production Economics, 96(3): 355-365.
Li, X., & Petrick, J. F. (2008). Examining the antecedents of brand loyalty from an investment model perspective. Journal of Travel Research, 47: 25–34.
Leonard Klie. (2015). The Customer Expectation–Experience Gap. Customer Relationship Management, 14-15.
Loudan, D., & Bitta, A. J. D. (1988). Consumer Behavior: Concept & Application 3rd Ed, pp.2.
Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty. International Journal of Retail& Distribution Management, 35(7): 544-555.
Mattila, A.S., & Enz, C.A. (2002). The role of emotions in service encounters. Journal of Services Research, 4(4), 268-277.
McCrae, R. R., & Costa, P. R. (1999). A Five-Factor theory of personality. In L. A. Pervin, O. P. John (Eds.), Handbook of Personality: Theory and Research (2nd ed.): 139–153. New York, NY, US: Guilford Press.
McDonald, R. P., and Ho, M. R. (2002). Principles and practice in reporting structural equation analysis. Psychological Methods, 7, 64-82.
Mersha, T., Sriram, V., Yeshanew, H., & Gebre, Y. (2012). Perceived service quality in Ethiopian retail banks. Thunderbird International Business Review, 54: 551-565.
Michael, T., & Mittal, V. (2000). Regret: A model of its antecedents and consequences in consumer decision making. Journal of Consumer Research, 26(4): 401-417.
Minkiewicz, J., Evaans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector, Journal of Services Marketing, 25(3): 190-201.
Murphy, P., Pritchard, M.P., & Smith, B. (2000). The destination product and its impact on traveler perceptions. Tourism Management ,21, pp. 43-52.
Murry, D., & Howat, G. (2002). The relationships among service quality, value, satisfaction, and future intentions of customers at an Australia sports and leisure centre. Sport Management Review, 5, 25-43.
Narteh, B., & Kuada, J. (2014). Customer satisfaction with retail banking services in Ghana. Thunderbird International Business Review, 56, 353-371.
Ndikubwimana, P., & Berndt, A. (2016). Service quality and customer satisfaction among bank clients in Rwanda. British Journal of Economics, Management & Trade, 13(4): 1-11, 2016, Article no. BJEMT.26149.
O’Cass, A., & Lim, K. (2001). The influence of brand associations on brand preference and purchase intention: An Asian perspective on brand associations. Journal of International Consumer Marketing, 14(2/3): 41–71.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, vol. 17, (Nov): 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retailing setting, Journal of Retailing, 57(3): 25-48.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw Hill.
Olsson, U., Foss, T., Troye, S., & Howell, R. (2000). The performance of ML, GLS, and WLS estimation in structural equation modeling under conditions of misspecification and nonnormality. Structural Equation Modeling, 7(4): 557‐95.
Olsen, Svein Ottat. (2002). Comparative evaluation ant the relationship between quality, satisfaction, and repurchase loyalty. Academy of Marketing Science Journal, vol. 30: 240-249.
Osarenkhoel, Komunda, & Byarugaba. (2017). Service quality as a mediator of customer complaint behaviour and customer loyalty. International Review of Management and Marketing, 7(1): 197-208.
Ostrom, A., & Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(1): 17-28.
Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2): 16-24.
Pairot, R. (2008). Members' satisfaction of fitness service quality: a case study of California Wow Xperience Public Company Limited, presented in partial fulfillment of the requirements for the master of arts degree in business English for international communication, Srinakharinwirot University.
available at: thesis.swu.ac.th/swuthesis/Bus_Eng_Int_Com/Pairot_R.pdf
Parasuraman, A., Zeithaml, V. A., & Berry, L.L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3): 201-230.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2): 31-46.
Parasuraman, A., Zeithaml, V., Malhotra, A. (2005). SERVQUAL: Amultiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3): 213-233.
Park, C., Jaworski, B. J., & Maclnnis, D. J. (1986). Strategic brand concept-image management. Journal of Marketing, 50(4): 135-145.
Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers’ behavioral intentions: A Korean case study. Journal of Air Transport Management, 10(6): 435–439.
Paul, P. J., & Olson, J. (1987). Consumer Behavior: Marketing Strategy Perspectives. Homewood, IL: Irwin.
Pina, J. M., Martinez, E., Chernatony, L., & Drury, S. (2006). The effect of service brand extensions on corporate image: an empirical model. European Journal of Marketing, 40: 174-197.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88 (5), 879–903.
Reynolds, W. H. (1965). The role of the consumer in image building. California Management Review, 7: 69-76.
Reynolds, T. J., & Gutman J. (1984). Advertising is image management. Journal of Advertising Research, 24(1): 27-37.
Rho, E., Yun, T. & Lee, K. (2015). Does organizational image matter? image, identification and employee behaviors in public and nonprofit organizations. Public Administration Review, May/June, 421-422.
Robertson, T. S., & H. Gatignon. (1986). Competitive effects on technology diffusion. Journal of marketing, 50(3): 1-12.
Rust, R., & R. L. Oliver. (1994). Service Quality: Insights and Managerial Implications from the Frontier. In Service Quality: new direction in theory and practice, CA: Sage Publication.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2): 200 – 223.
Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction: An empirical test of an integrative model. Journal of Economic Psychology, 18(4): 387-406.
Sasser, W. E., Olsen, Jr., R. P., & Wyckoff, D. D. (1978). Management of Service O-perations, Text and Cases, Boston: Allyn and Bacon, 33-54.
Shemwell, D. J., Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship orientated outcome. International Journal of Service Industry Management, 9: 155-168.
Soltanpanah, Khaksar, & Ghasri. (2010). Comparison of consumer perceptions and expectations of performance of Kurdistan TCI using SERVQUAL model. Management beyond Journal, No. 14: 49-72.
Spector, P. (1961). Basic dimension of the corporate image. Journal of Marketing, 1(25): 47-51.
Sweeney, J. C., Soutar, G. N., & Johnson, L. 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.
Tran, A. M., Nyugen, B., Melewar, T. C., & Bodoh, J. (2015). Exploring the corporate image formation process, Qualitative Market Research: An International Journal, 18(1): 111-114.
Upamannyu, K. N., Bhakar, S. S., & Gupta, M. (2015). Effect of corporate image on brand trust and brand affect. International Journal of Applied Science-Research and Review, 2(1): 2-3.
Walters, C. G. (1978). Consumer Behavior: A Integrated Framework. New York: Richard D. Irwin Inc. 6-7.
Walton, S. D. (1996). American Business and Its Environment, New York: Mac Milton Company, 15-20.
Weiwei, T. (2007). Impact of corporate image and corporate reputation on customer loyalty. A Review, Management Science and Engineering, 1(2): 57-62.
Williams, Paul., & Soutar, Geoffrey N. (2009). Value, satisfaction and behavioral intentions in an adventure tourism context. Annals of Tourism Research, Volume 36, Issue 3, 413-438.
Woodruff, R.B. (1997). Customer value: The next source for competitive advantage. Journal of Academy of Marketing Science, 25(2): 139-153.
Worcester, R. (2009). Reflections on corporate reputations. Management Decision, 47 (4): 573.
Wu, H. C. (2014). The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments. Asia Pacific Journal of Marketing and Logistics, 26 (4): 540 – 565.
Yaghootkar, K., & Gil, N. (2011). The effects of schedule-driven project management in multi-project environments, International Journal of Project Management.
doi: 10.1016/j.ijproman.2011.02.005
Yeung, Matthew C. H., Lee, C. G., & Ennew, Christine T. (2002). Customer satisfaction and profitability: A reappraisal of the nature of the relationship, Journal of Targeting Measurement and Analysis for Marketing, London, Sep, 11(1): 4-33.
Yi, Jackson, Park, & Probst. (2006). Understanding information technology acceptance by individual professionals: toward an integrative view. Information & Management, 43 (3): 350-363.
Yu, W., & Ramanathan, R. (2012). Retail service quality, corporate image and behavioral intentions: the mediating effects of customer satisfaction, The International Review of Retail, Distribution and Consumer Research, 22(5): 485-505.
Zeithaml, V. A., Berry. L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service, Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(7), pp. 2-22.
Zeithaml, V. A., & Bitner, M. J. (2002). Service Marketing: Integrating Customer Focus Across the Firm (3rd ed.). McGraw - Hill, New York, 85-86.
Zeithaml, V. A., & Bitner, M. J. (2016). Service Marketing: Integrating Customer Focus Across the Firm (6rd ed.). Location: McGraw-Hill Companies, Inc.
Zhao, L., Lu, Y., Zhang, L., & Chau, Patrick Y. K. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, Volume 52, Issue 3, February, 645-656.

論文使用權限
  • 同意紙本無償授權給館內讀者為學術之目的重製使用,於2018-01-24公開。
  • 同意授權瀏覽/列印電子全文服務,於2018-01-24起公開。


  • 若您有任何疑問,請與我們聯絡!
    圖書館: 請來電 (02)2621-5656 轉 2486 或 來信