一、中文部分
1.吳明隆,SPSS統計應用實務,松崗電腦圖書公司,台北(2003)。
2.杉本辰夫著,盧淵源譯,事業、營業、服務的品質管制,中興管理顧問公司,台北(1986)。
3.林傑斌、陳湘、劉明德,SPSS 11 統計分析實務設計寶典,博碩文化公司,台北(2002)。
4.邱皓政,結構方程模式-LISREL的理論、技術與應用,雙業書廊有限公司,台北(2004)。
5.孫明源,「服務品質、服務價值、滿意度與顧客行為意向關係之研究─以固網寬頻上網服務為例」,碩士論文,成功大學電信管理研究所,台南(2003)。6.李森峰,「服務品質、服務價值、顧客滿意度與行為意向關聯性之研究─以統一超商為實證」,碩士論文,成功大學管理學院,台南(2004)。二、 英文部分
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