The study of customer satisfaction measurement model of service industry
博士 === 國立中山大學 === 企業管理學系 === 87 === In marketing literature, customer satisfaction is a more abundant concept than service quality. But most of the service quality measurement models emphasize what consumers get and neglect what they pay for. In this study, the author explores the factors that affec...
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ndltd-TW-087NSYSU1210802016-07-11T04:13:18Z http://ndltd.ncl.edu.tw/handle/64027377173686985888 The study of customer satisfaction measurement model of service industry 服務業顧客滿意評量模式之研究 Te-Ping Kuo 郭德賓 博士 國立中山大學 企業管理學系 87 In marketing literature, customer satisfaction is a more abundant concept than service quality. But most of the service quality measurement models emphasize what consumers get and neglect what they pay for. In this study, the author explores the factors that affect customer satisfaction, constructs the main measurement dimensions and indices, and developes a customer satisfaction measurement model of service industry. In eight kind of service industries'''' empirical studies, the major findings are as follow:(1)The factors that affect customer satisfaction of service industry can be summed up as service content, price, convenience, enterprise image, service equipment, service staff, and service procedure, seven dimensions.(2)In customer satisfaction measurement model of service industry, customer expectation has positive effect to perceived performance, has negative effect to performance and expectation gap, has positive effect to customer satisfaction. Perceived performance has positive effect to performance and expectation gap, has positive effect to customer satisfaction. Performance and expectation gap has positive effect to customer satisfaction. But there are few exceptions in some special service industries.(3)There are significantly positive effect of customer satisfaction to consumer''''s rebuy intentation, recommend intentation, and price tolerance.(4)In four kind of customer satisfaction measurement models of service industry, the overall model fit of performance and expectation gap model is the best, the forecast ability to consumer behavior of perceived performance model is the best.(5)There are significant variances of customer satisfaction among different kind of service industries.(6)There are significant variances of demograhpic variable''''s effect on customer satisfaction in different kind of service industries. Tai-Hwa Chow Junying Huang 周泰華 黃俊英 1999 學位論文 ; thesis 126 zh-TW |
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博士 === 國立中山大學 === 企業管理學系 === 87 === In marketing literature, customer satisfaction is a more abundant concept than service quality. But most of the service quality measurement models emphasize what consumers get and neglect what they pay for. In this study, the author explores the factors that affect customer satisfaction, constructs the main measurement dimensions and indices, and developes a customer satisfaction measurement model of service industry. In eight kind of service industries'''' empirical studies, the major findings are as follow:(1)The factors that affect customer satisfaction of service industry can be summed up as service content, price, convenience, enterprise image, service equipment, service staff, and service procedure, seven dimensions.(2)In customer satisfaction measurement model of service industry, customer expectation has positive effect to perceived performance, has negative effect to performance and expectation gap, has positive effect to customer satisfaction. Perceived performance has positive effect to performance and expectation gap, has positive effect to customer satisfaction. Performance and expectation gap has positive effect to customer satisfaction. But there are few exceptions in some special service industries.(3)There are significantly positive effect of customer satisfaction to consumer''''s rebuy intentation, recommend intentation, and price tolerance.(4)In four kind of customer satisfaction measurement models of service industry, the overall model fit of performance and expectation gap model is the best, the forecast ability to consumer behavior of perceived performance model is the best.(5)There are significant variances of customer satisfaction among different kind of service industries.(6)There are significant variances of demograhpic variable''''s effect on customer satisfaction in different kind of service industries.
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author2 |
Tai-Hwa Chow |
author_facet |
Tai-Hwa Chow Te-Ping Kuo 郭德賓 |
author |
Te-Ping Kuo 郭德賓 |
spellingShingle |
Te-Ping Kuo 郭德賓 The study of customer satisfaction measurement model of service industry |
author_sort |
Te-Ping Kuo |
title |
The study of customer satisfaction measurement model of service industry |
title_short |
The study of customer satisfaction measurement model of service industry |
title_full |
The study of customer satisfaction measurement model of service industry |
title_fullStr |
The study of customer satisfaction measurement model of service industry |
title_full_unstemmed |
The study of customer satisfaction measurement model of service industry |
title_sort |
study of customer satisfaction measurement model of service industry |
publishDate |
1999 |
url |
http://ndltd.ncl.edu.tw/handle/64027377173686985888 |
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