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系統識別號 U0002-2712201119250300
中文論文名稱 服務品質與顧客滿意之模式的發展
英文論文名稱 The Model Development of Service Quality and Customer Satisfaction
校院名稱 淡江大學
系所名稱(中) 管理科學學系碩士班
系所名稱(英) Master’s Program, Department of Management Sciences
學年度 100
學期 1
出版年 101
研究生中文姓名 曾國旭
研究生英文姓名 KuoHsu Michael
學號 696621399
學位類別 碩士
語文別 英文
第二語文別 英文
口試日期 2011-01-02
論文頁數 47頁
口試委員 指導教授-李旭華
委員-陳瑞陽
委員-陳水蓮
中文關鍵字 品質符合性  服務品質  顧客忠誠度  管理知識  顧客滿意度 
英文關鍵字 Quality Conformance  Service Quality  Customer Loyalty  Managerial Knowledge  Customer Satisfaction 
學科別分類
中文摘要 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。
英文摘要 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.
論文目次 Table of Contents
Table of Contents.............................................................................................I
Chapter1: Introduction.……………………………………………………………………...1
1.1 Background……………………………………………………………………………………..1
1.2 Motivation……………………………………………………………………………………….4
1.3 Purpose……………………………………………………………………………………………5
1.4 Research Structure…………………………………………………………………………..5

Chapter2: Literature Review………………………………………………………..…….7
2.1 PZB Model…………………………………………………………………………………….7
2.2 Service Quality..…………………………………………………………………………..........10
2.3 Quality Conformance…………………………………………………………………….12
2.4 Service Delivery………………………………………………………………………….14
2.5 Customer Perception…………………………………………………………………….16
2.6 Managerial Knowledge………………………………………………………………………..18
2.7 Managerial Perception………………………………………………………………….19
2.8 Customer Expectation…………………………………………………………………..20
2.9 Customer Loyalty...........................................................……………………….22
2.10 Customer Satisfaction…………………………………………………………………..25

Chapter 3: Model Development……………………………………………………………….28
3.1 Quality Conformance (QC) and Service Delivery (SD)………………….28
3.2 Service Delivery (SD) and Perception (P)..............………………………..29
3.3 Managerial Knowledge (K) and Managerial Perception (MP).……….30
3.4 Managerial Perception of Customer Expectation (MP) and Customer Expectation (E)………………………………………………………………………30
3.5 Customer perception (P), Customer expectation (E), Customer Loyalty (W), and Customer Satisfaction (CS)………………………………..31

Chapter 4: Numerical Example………………………………………………………..33
4.1 Quality Conformance (QC) and Service Delivery SD)...…………………33
4.2 Service Delivery (SD) and Perception (P)……………………………………..33
4.3 Managerial Knowledge (MK) and Managerial Perception (MP)…34
4.4 Managerial Perception (MP) and Customer Expectation(E)…….34
4.5 Customer Perception (P), Customer Expectation (E), Customer Loyalty (W), and Customer Satisfaction (CS)…………………….…………………………….34

Chapter 5: Conclusion……………………………………………………………………….37
5.1 Discussion……………………………………………………………………………………37
5.2 Future Research…………………………………………………………………………..40

Reference................................................................................................41


List of Figures
Figure 1 the research structure
………………………………………5
Figure 2 SERVQUAL Model…………………………………………….7
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