中文部分
〔1〕王克捷, 「品質的歷史觀:五位大師的理論演化」 ,生產力雜
誌,第三百八十七期,91-98頁,民國七十六年八月。
〔2〕白健二著,作業研究,再版,華泰書局,台北,民國七十八年八
月。
〔3〕杉本辰夫著,事務、營業、服務的品質管制,初版,盧淵源譯,劉
振校訂,中興經營管理叢書,台北,民國七十五年十月。
〔4〕梁馨科,陳坤盛與洪永祥, 「以績效指標評估銀行服務品質」 ,
品質學報,民國九十年九月(已接受)
〔5〕陳順宇、鄭碧娥合著,STATISTICA手冊,初版,華泰書局,台北,
民國八十八年。
〔6〕楊錦洲, 「服務品質的探討」 ,品質管制月刊,第二十九卷第一期,24-25頁,民國八十二年一月。
〔7〕劉常勇著,服務品質的觀念模型,華泰文化,台北,民國七十八
年。
〔8〕戴久永著,品質管理,修訂初版,三民書局,台北,民國八十年。
西文部分
〔9〕Gronin, J. J. & Taylor, S. A.,“ Measuring Service
Quality: A Reexamination and Extension ”, Journal of
Marketing, 56, N3, pp. 55-68, 1992
〔10〕Gronroos, C.,“ A Service Quality Model and Its Marketing
Implications ”, European Journal of Marketing, 18, pp. 36
-44, 1984
〔11〕Haywood-Farmer, J.,“ A Conceptual Model of Service
Quality ”, International Journal of Operation &
Production Management, 8, pp. 19-29, 1988
〔12〕Kotz, S., Pearn, W. L. and Johnson, N. L.,“ Some process
Capability Indices are More Reliable than One Might
Think ”, Applied Statistics, 42, N1, pp. 52-62, 1993
〔13〕Liang, S. K., Y. H. Hung and K. S. Chen,“ Using the
Signal-to-Noise Ratio to Evaluate the Tellers’
Performance in the Banking System ”, Advanced &
Application In Statistics, 1(2), pp. 133-148, 2001
〔14〕Natarajan, R., Balaram , A. & Venkata, R. S.,“
Continuous Improvement of Service Operations: Application
of Service Template ”, Total Quality Management, 10, N6,
pp. 877-885, 1999
〔15〕Parasuraman, A., Valarie A. Zeithamal and Leonard L.
Berry,“ A Conceptual Model of Service Quality and its
Implication for Future Research ”, Journal of Marketing,
49, pp. 41-50, Fall 1985.
〔16〕Parasuraman, A., Valarie A. Zeithamal and Leonard L.
Berry,“ Quality Counts in Service, too ”, Business
Horizons, pp. 47-48, May-Jun, 1985.
〔17〕Swanson, Don. "Dialogue with a Catalogue", Library
Quarterly, 34, pp. 13-25, December 1963.
〔18〕Takeuchi, Hirotaka and J. A. Quelch,“ Quality is more
than Making a Good Product ”, Harvard Business Review,
61, pp. 139-145, 1983