跳到主要內容

臺灣博碩士論文加值系統

(18.97.9.172) 您好!臺灣時間:2025/02/10 01:18
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:蔡博印
研究生(外文):CHAI, BO-YIN
論文名稱:推廣教育服務品質、顧客滿意度與顧客忠誠度之相關性研究 -以南部某科技大學推廣教育藝術課程為例
論文名稱(外文):The Study on Service Quality, customer satisfaction, and customer loyalty in The Extension Education and Real Estate- an Example of an Extension Education of Art of course in Technology University in southern Taiwan.
指導教授:鄭舜仁鄭舜仁引用關係
口試委員:陳國雄陳瑞照
學位類別:碩士
校院名稱:正修科技大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:141
中文關鍵詞:推廣教育服務品質顧客滿意度顧客忠誠度
外文關鍵詞:extension educationservice qualitycustomer satisfactioncustomer loyalty
相關次數:
  • 被引用被引用:0
  • 點閱點閱:420
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
中 文 摘 要
由於近年來由於台灣國民所得增加,國民的購買力提高,也使得國人對於推廣教育提供高品質的學習及銷售服務需求與日俱增。台灣教育市場面臨激烈的競爭,開發新的客戶也日益困難,因此各家業者盡己所能提供更好的服務品質,或使用各種行銷方案來提高顧客滿意度以及心中的價值,並且進一步創造高忠誠的顧客。因此,應如何藉由衡量「服務品質」來達到顧客滿意度與顧客忠誠度之目標,是現今經營業者最注意的議題之一。
本研究針對推廣教育藝術課程上課的學生,以問卷調查的方式並以隨機抽樣方式,來了解上課學員的消費行為。本研究架構包括服務品質、顧客滿意度及顧客忠誠度三個構念之關係。並以某大學推廣教育藝術課程為例之消費顧客為研究對象,共發出550 份問卷,回收538 份問卷,其中扣除23 份無效問卷,有效問卷為515 份,而有效回收率為94%。本研究採取SPSS 10.0統計軟體作為統計分析的工具,針對問卷資料做了如下的分析方法:信度分析、描述性統計、單因子變異數分析與事後多重比較、皮爾遜積差相關分析、迴歸分析等方法。
本研究實證結果歸納如下:
1. 本研究推廣教育藝術課程之服務品質、顧客滿意度與顧客忠誠度之關係模式
獲得支持。
2. 推廣教育藝術課程的個人特徵(性別、年齡、婚姻狀況、職業、教育程度、個
人月收入)在對服務品質、顧客滿意度與顧客忠誠度的感受程度上有顯著差。
3. 推廣教育藝術課程之服務品質、顧客滿意度與顧客忠誠度等各兩兩研究變項間皆有顯著正相關。
4. 推廣教育藝術課程之服務品質、顧客滿意度對顧客忠誠度皆有顯著正向影響。
5. 推廣教育藝術課程顧客滿意度的提升,可提升雙方未來互動和建立高忠誠度
的顧客。
Abstract
Due to the increase in national incomes of Taiwan in recent years, and the increase in national purchasing power of Taiwan, the citizens’ demand for high quality learn and services provided by the Extension Education has increased. Gradually, competions in Taiwan learns industry are becoming fierce. it’s more difficult to develop new customers than ever. Therefore, each company tries to hard to provide better service quality, or uses various marketing programs to enhanced customers satisfaction, values, and create high loyalty customers. Hence, How to measure the service quality to achieve the aim of enhanced customer satisfaction and customer loyalty is now of the most advertent issues to the managers.
The goals of this study are to investigate by questionnaires survey with random sampling to realize the student behavior in Extension Education of Art course of student. The research structure include of three construct relations. It includes Service Quality, Customer Satisfaction, and Customer Loyalty. The customers of the examples of an extension education center of art course in university were the target to be asked. 538 questionnaires were returned, twenty three of these were invalid, 515 were valid and the valid return rate was 94%. The research uses Statistics Package for Social Science software 10.0 statistic tools, According to the questionnaires of data, analyzing methods are as follows: Reliability Analysis, Descriptive Statistics, one-way ANOVA, Least significant difference, Person’s Product Moment of Coefficient Correlation Analysis, Regression analysis…etc.
The research result turns as following:
1. The extension education of art course of service quality, customer satisfaction, and customer loyalty model supports this research’s framework.
2. Personal characteristics of the extension education of art course of customers (gender, age, marriage status, occupation, education level, individual month of income.) influence service quality, customer satisfaction and customer loyalty and cause obvious variations.
3. According to each variation, the extension education of art course has obvious positive relevance with service quality, customer satisfaction, and customer loyalty.
4. The extension education of art course of service quality and customer satisfaction have obvious positive effect to customer loyalty.
5. Increasing the extension education of art course of customer satisfaction can
further enhance bilateral future interaction, and build up high customer loyalty.
目 錄
中文摘要..................................................i
英文摘要................................................iii
致謝詞....................................................v
目錄.....................................................vi
表目錄.................................................viii
圖目錄....................................................x
第壹章 緒論...............................................1
第一節 研究動機.......................................................................................................…...1
第二節 研究目的………………..................................................................................... 2
第三節 研究流程............................................................................................................. 3
第四節 研究範圍與限制................................................................................................. 5
第貳章 文獻探討..................................................................................................................... 7
第一節 推廣教育............................................................................................................. 7
第二節 服務品質........................................................................................................... 15
第三節 顧客滿意度....................................................................................................... 35
第四節 顧客忠誠度....................................................................................................... 43
第五節 服務品質、顧客滿意度和顧客忠誠度間關係之探討…………................... 49
第参章 研究架構與方法....................................................................................................... 58
第一節 研究架構........................................................................................................... 58
第二節 研究變數與操作性定義................................................................................... 59
第三節 研究假說........................................................................................................... 63
第四節 研究對象........................................................................................................... 65
第五節 問卷設計........................................................................................................... 65
第六節 信效度分析....................................................................................................... 67
第七節 抽樣設計與樣本結構........................................................................................69
第八節 資料分析方法....................................................................................................71
第肆章 研究結果與分析....................................................................................................... 74
第一節 人口統計變數分析........................................................................................... 74
第二節 樣本資料之敘述性分析................................................................................... 77
第三節 人口統計變項在服務品質之差異性考驗....................................................... 82
第四節 人口統計變項在顧客滿意度之差異性考驗................................................... 90
第五節 人口統計變項在顧客忠誠度之差異性檢測................................................... 96
第六節 服務品質、顧客滿意度與顧客忠誠度之相關分析..................................... 102
第七節 迴歸分析......................................................................................................... 107
第伍章 結論與建議............................................................................................................. 111
第一節 結論................................................................................................................. 111
第二節 建議................................................................................................................. 113
第三節 後續研究建議................................................................................................. 113
參考文獻............................................................................................................................... 115
中文文獻............................................................................................................................... 115
英文文獻............................................................................................................................... 118
問卷.......................................................................................................................................125
參考文獻
ㄧ、中文部份
王政彥,(1997),回流教育的理論;載於中華民國成人教育學會編,回流教育,台北:師大書苑。
王煥琛(1983)。近三十年來我國大學院校推廣教育之發展。國立教育資料館教育資料集刊,第八輯。
王精文、沙俊豪,(2000),綜合證券商服務品質與業績績效關係之研究,企業管理學報,第四十八期,pp.27-58。
江建良(1995),「服務品質與顧客滿意之探討」,企銀季刊,第二十一卷,第二期,pp.36-48。
吳昌熾,(1993),「汽機車駕駛人對公民營加油站服務品質滿意度之比較研究─以台北市區為例」,國立交通大學管理科學研究所未出版碩士論文。
吳婷怡,(1995),「關係行銷、服務品質與顧客價值對顧客忠誠度之關聯性研究-以台南都會區量販店為例」,南華大學管理科學研究所未出碩士論文。
李森峰,(2004),「服務品質、服務價值、顧客滿意度與行為意向關聯性之研究─以統一超商物流服務為實證」,國立成奶j學管理學院高階管理碩士在職專班EMBA未出版碩士論文
李竣曜,(2004),「運用現性結構模式探討服務品質、顧客滿意度、轉換成本與顧客忠誠度之關聯性-以台鐵東部幹線為例」,國立東華大學企業管理學系在職專班碩士論文。
杉本辰夫著,盧淵源譯,(1986),事務、營業、服務的品質管制,中興管理顧問公司。
林秉毅,(1995),「台北市市民運動中心服務品質、顧客滿意度與忠誠度之相關研究」,國立屏東師範學院體育學系未出版碩士學位論文。
林美和等(1990)我國成人學習需求研究,教育部委託研究。
林清江(1991)教育社會學。台北:台灣書店。
林清江,(1995),學習社會的教育改革,成人教育。
林清江等(1992)成人教育師資培育及進修制度之研究,教育部委託研究林勝義譯(1984)。Darkenwald & Merriam,1982.
林陽助,(1996),「顧客滿意度決定模型與效果之研究—台灣自由小客車之實證」,國立台灣大學商學研究所未出版博士論文。
洪順慶,(1998),行銷管理學,新陸書局,台北。
張百清,(1994),顧客滿意萬歲,商業文化。
張庭彰,(1999),「服務品質與行為意圖相關性研究-以我國行動電話業為例」,東海大學管理學系未出版碩士論文。
教育部高教司網站,http://www.edu.tw/EDU_WEB/Web/HIGH/index.php。
曹勝雄,(2002),觀光行銷學,初版,台北市:揚智文化。
郭德賓,(1999),「服務業顧客滿意評量模式之研究」,中山大學未出版博士論文。
陳智德,(2002),「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究 」,國立成奶j學管理學院高階管理碩士在職專班EMBA未出版碩士論文。
陳智德,(2002),「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」,國立成奶j學管理學院高階管理碩士在職專班EMBA未出版碩士論文。
喬友慶、葉凱莉(2000)。銀行業顧客滿意度之再研究-Ordered Profit 分析。第五屆服務管理研討會論文集,頁106-120。
黃俊英,(2003),行銷學的世界,台北:天下文化。
黃國彥、林美珍(1991)台灣地區老人學習需求與內涵之研究,國立嘉義師範學院。
黃富順(1985)成人學習的特性(上)。社教雙月刊,第十期。
黃富順(1989)成人心理與學習,台北:師大書苑。
黃富順,(2001),以終身學習迎接知識經濟的挑戰,成人教育,第61 期,pp.26-35。
黃富順等(1993)。台北市成人教育現況、需求及實施模式之研究。台北:國立臺 灣師範大學(教育部社會教育司委託研究)。
楊國德,(1995a),大學成人教育與大學教育改革,成人教育,第23 期,pp.20-25。
楊國德,(1995b),英國成人教育專業化現況與發展趨勢,載於中華民國成人教育學會編,成人教育專業化,pp.269-286。台北:正中書局。
楊國賜(1987)社會教育理念。台北:師大書苑有限公司。
溫石松,(2002),「顧客價值與網路忠誠度之關係」,國立中興大學企業管理學研究所未出版碩士論文。
葉凱莉、喬友慶, (2000),「從管理機會方格看顧客滿意度-以百貨公司為例」,企銀季刊,第23 卷,第四期。
劉崇義,(2001),「顧客滿意之研究-以壽險業為例」,私立中原大學企業管理研究所未出版碩士論文。
劉興漢等(1993)台北縣成人教育現況、需求及可行模式專題研究,教育部委託研究。
蔡培村(1994)台灣省城鄉地區成人學習意願之比較研究,台灣省教育廳委託,國立高雄師範大學研究。
赭應瑞(1975)成人教育。台北:正中書局。
蕭文傑,(2003),「顧客價值與顧客忠誠度關係之研究-以T 連鎖曙U為例」,高雄第一科大學行銷與流通管理系未出版碩士論文。
謝成荃, (2003),「Kano 二維品質模式於服務品質衡量之應用研究-以新竹竹市大型百貨公司為例」,國立交通大學管理科學系未出版碩士論文。
謝培仁, (2002),「電子化政府便民應用服務民眾滿意度之研究-以電子化政府入口網站為例」,國立台北大學企業管理學系未出版碩士論文。
蘇元含,(2003),「運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響-以中油加油站為例」,國立東華大學企業管理研究所未出版碩士論文。
蘇秀玉(1988)。臺北市成年婦女學習需求及其相關因素之研究。臺北師範大學社 會教育研究所碩士論文。
蘇雲華、陳正男,(1996),「對服務品質領域現行理論模式邏輯思維之評論」,國立雲林技術學院學報,第5 卷,第2 期,七月,pp.35-45頁。
二、 英文部份
Anderson, E. W., and M. W. Sullivan, “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, Vol. 12, No. 2, 1993, pp. 125-143.
Anderson, Rolph E., Claes Fornell and Donald R. Lehmann,(1994),“Customer Satisfaction, Market Share, and Profitablity: Findings from Sweden,”Journal of Marketing, 58(July),pp.53-66.
Bateson, J.E., & Hoffman, K.G. (2002), Essential of Service Marketing: Concepts, Strategy and Cases, Harcourt, Inc.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A.(1985).Quality counts in Service.
Berry, L., & Thomoson, T. W. (1982), “Relationship Banking: Art of Turing Customers into Clients,” Journal of Bank Retailing, Vol. 4, No. 1, pp. 64-73. Business Horizons, May-June . pp.47.
Bhote, K. R. (1995) , “Beyond Customer Satisfaction to Customer Loyalty-The Key to Great Profitability,” American Management Association, New York, p.31.
Bitner, M. J., (1990), “Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Response”, Journal of Marketing, Vol. 54, No.2, April, pp.69-82.
Boone, L. E. and Kurtz, D. L. (2001), Contemporary Marketing wired, pp. 165-181.
Bowen, J. T. and Shoemarker, S. (1998) , “Loyalty:A strategic Commitment,” Cornell Hotel and Restaurant Administration Quarterly, pp.12-25.
Brady, Michael K. and J. Joseph Cronin Jr.(2001),“Some New Thought on Conceptualizing Perceived Service Quality﹕A Hierarchical Approach, Journal of Marketing, Vol.65(July), pp.34-49.
Cardozo, R.N.,(1965),“An experimental Study of Customer Effort, Expectation and Satisfaction”, Journal of Marketing Research, Vol. 2, August,pp.244-249.
Cheng, Y. C. and Tam, M. M., 1997, Multi-Models of Quality in Education, Quality Assurance in Dducation, 5 (1), 22-31.
Churchill, G. A. and C. Surprenant, “An Investigation into the Determinants of Consumer Satisfaction.” Journal of Marketing Research, Vol.19, November, 1982, pp. 491-504.
Cronbach, L. J., “Coefficient Alpha and Internal Structure of Tests,”Psychometrika,Vol. 16, Iss. 3, 1951, pp. 297-334.
Cronin, Jr. J. J., and S. A. Taylor, “Measuring Service Quality: Are Examination and Extension,” Journal of Marketing, Vol. 56, Iss. 3, 1992, pp. 55-68.
Czepiel, J.A., “Persprctive on Customer Satisfaction”, AMA Conference Proceedings, 1974, pp. 119-123.
Czepiel, John. A., Larry J. Rosenberg, and Adebayo Akerele. “Perspectives on Consumer Satisfaction.” Quoted in AMAEducators’ Proceedings (Chicago:American Marketing Association, 1974),pp.119-123.
Dabholkar, P. A., Thorpe, D. and Joseph, O. R., (1996), “A Measure of Service Quality for Retail Stores : Scale Development and Validation”, Journal of the Academy of Marketing Science, Vol. 24, No. 1, pp. 3-16.
Day, Ralph L., Extending the Concept of Consumer Satisfaction, Atlanta : Association for Consumer Research, Vol.4, 1977, pp.149-154.
Deighton, J. (2004) , “The Presentation of Self in the Information Age,” Harvard Business School Marketing Research Parpers, No. 04-02. or http://ssrn.com/abstract id=574781.
Dick, Alan S. and Basu, Kunal, “Customer Loyalty:Toward an Integrated Conceptual Framework”, Journal of the Academy of Marketing Science, Vol.22, 1994, pp.99-113.
Etzel, Michael J., Bruce J. Walker, and William J. Stanton,(2001), Marketing Management 12th Edition, McGraw. Hill, Irwin.
Evans, James R., Lindsay, William. (1996). The management and Control of quality.
Fay, C. J.(1994). Royalties from loyalties. Journal of Business Strategy, 15 , pp.47-51.
Fornell, C.(1992), "A National Customer Satisfaction Barometer:The Swedish Experience," Journal of Marketing, Vol.55, pp.6-21.
Fredericks, J. O.(2001), “Connecting Customer Loyalty to Financial Results,” Marketing Management, Vol. 10, No. 1, pp. 26-33.
Garvin, David A.,(1984),“What Dose Product Quality Really Mean”, Sloan Management Review, Fall ,pp.25-43.
Griffin, J.(1995), Customer Loyalty: How to Earn It, How to Keep It, Simmon and Schuster Inc., New York, NY.
Gronholdt, L., A. Martensen, and K. Kristensen, “The Relationship Between Customer Satisfaction and Loyalty: Cross-Industry Differences,” Total Quality Management, Vol. 11, Iss. 5, 2000, pp. 509-516.
Gronroos, C., (1984), “A Service Quality Model and Its Marketing Implication”, European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
Gronroos, C., “A Service Quality Model and Its Marketing Implications,”European Hahm, J., Chu, W., and Yoon, J. W., (1997) “A Strategic Approach to Customer Satisfaction in the Telecommunication Service Market,” Computers Industrial Engineering, Vol. 33, No.3-4, pp.825-828.
Guieford, J. P. (1965). Fundamental Statistics in Phycology and Education, New York:McGraw-Hill.
Hahm. J.. W. Chu. and J. W. Yoon(1997). “A Strategic Approach to Customer Satisfaction in the Telecommunication Service Market.” Elsevier Science Ltd 33: 825-828.
Haywood-Farmer, John, “A Conceptual Model of Service Quality”, International Journal of Operations and Production Management, Vol.8, 1988, pp.19-29.
Hempel, D.J. (1977) , “Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement,” in The Conceptualization of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass: Marketing Science Institute.
Hernon, Peter, Nitecki. Danuta A., and Altman, Ellen. (1999), “Service Quality and Customer Satisfaction: an Assessment and future directions,” The Journal of Academic Librarianship, Vol. 25, No.1, pp.9-17.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser W. E. Jr., and Schlesinger, L.A., “Putting the Service-Profit Chain to Work,” Harvard Business Review, Vol.72, No. 2, 1994, pp.164-174.
Howard, J.A and J.N Sheth.” THE Theory of Buyer Behavior, NEW YORK ;John Willey and Sons ,1969.
Huddleston, P., Whipple, J. and VanAuken, A. (2004), “Food store loyalty: Application of a Consumer Loyalty Framework,” Journal of Targeting, Measurement and Analysis for Marketing, Mar. Vol.12, pp. 213-230.
Hunt, H. K., (1977), “CS/D-Overview and Future Research Direction”, in H. Keith Hunt (ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction Cambridge, MA:Marketing Science Institute, pp.459-460.
Jae-Nam Lee,Shih-Ming Pi,Ron Chi-wai Kwok “The Contribution of Commitment Value in Internet Commerce: An Empricial Investigation, Journal of the Association for Information System(Volume,4,2003) 39-64.
Johnstone,T. W. and Rivera,(1962). Volunteers for learning . Chicago,IL:Aldine Publishing Company.
Jones, T. O., and Sasser, W. E., Jr., “Why Satisfied Customers Defect,” Harvard Business Review, Vol. 73, No. 6, 1995, pp. 88-99.
Joseph, M. and Joseph, B., 1997, Employers’ Perceptions of Service Quality in Higher Education, Journal of Marketing for Higher Education, 8(2), 1-13.
Juran, J. M., (1974), Quality Control Handbook, New York: McGraw-Hill Book Co.
Juran, J.M. (1974), A Universal Approach to Managing for Quality , Quality Progress, pp.19-24.
Kandampully J., (1998), “Service Quality to Service Loyalty: A relationship which goes Beyond Customer Service”, Total Quality Management, Vol.9, No. 6, pp. 431-443.
Kasper, H., “On Problem Perception, Dissatisfaction and Brand Loyalty,” Journal of Economics Psychology, Vol.9, Iss. 3, 1988, pp. 387-397.
Kirp, D. L., 2003 Shakespeare, Einstein, and the Bottom Line:The Marketing of Higher Education, Cambridge, M. A.:Harvard University Press.
Kolter, P., S.M. Leong, S.H. Ang and E.T. Tan, in Marketing Management-An Asia Perspection, Simon & Schuster(Asia) pte Ltd, 1996.
Kotler, P. (2000), “Marketing Management “ , 10th Edition, Prentice Hall Press, Inc.
Kotler, P. (2003),”Marketing Management” , 11th ed, Prentice-Hall Inc.
Kotler, P., S. H. Amg. S. M. Leong, and C.T. Tan,(1996), Marketing Management: An Asian Perspective, Prentice Hall.
Lehtinen, U. and Lehtinen, J. R., (1982), Service Quality : A Study of Quality Dimensions, Unpublished Working Paper, Service Management Institute, Helsinki.
Lethinen, U., and J. R. Lethinen, “Two Approaches to Service Quality Dimensions,” Service Industries Journal, Vol. 11, Iss. 3, 1991, pp. 287-303.
Levitt, Theodore, “Production-Line Approach to Service”, Harvard Business Review, Vol.50, Sep/Oct 1972, pp.41-52.
Lewis, B. R. and Mitchell, V., (1990), “Defining and Measuring the Quality of Customer Service”, Marketing Intelligence and Planning, Vol. 3, pp. 11-17.
Lewis, R. C. and B. H. Booms. “The Marketing Aspects of Service Quality.” Quoted in: L. Berry et al. Emerging Perspectives on Service Marketing (New York:American Marketing Association, 1983).
Licata, J. and Frankwick, G. L., 1996 University Marketing: A Professional Service Organization Perspective, Journal of Marketing for Higher Education, 7(2), 1-16.
Lowenstein, M. W., The Customer Loyalty Pyramid, 1997, Quorum, Westport, CT.
Malcolm Tight,(1994). Alternative Models of Continuing Higher Education Canada, Finland, The United Kingdom. Higher Education Management. Vol.6. NO.2 .
Martin, B. W., (1986), “Defining What Quality Service is for You”, Cornell Hotel and Administration Quality, Vol. 26, No. 4, pp. 32-38.
Narayandas, N. (1996),The Link Between Customer Satisfaction and Customer Loyalty: An Empirical Investigation, Working Paper, Harvard Business School, pp.97-117.
Neal, William D, “Satisfaction is Nice, but Value Drives Loyalty,” Marketing Reasearch, 11, 1999, pp.20-23.
Newman, J. W. and Werbel, R. A., (1973), “Multivariate Analysis of Brand Loyality for Major Household Appliances”, Journal of Marketing Research, Vol. 10, pp. 404-409.
Oliva, T.A., R.L. Oliver and I.C. MacMillian, “A Catastrophe Model for Developing Service Satisfaction Strategies”, Journal of Marketing, Vol.56, July 1992, pp.83-95.
Oliver(1999),“Whence Consumer Loyalty,”Journal of Marketing, Vol.63(Special Issue), pp.33-44.
Oliver, R. L., Rust, R. T. and Varki, S. (1997) , “Customer Delight: Foundations Findings and Managerial Insight,” Journal of Retailing, Vol.73, pp.301-340.
Oliver, R.L.,(1981),“Measurment and Evaluation of Satisfaction Processes in Retailing Setting”, Journal of Retailing, Vol.57,Fall ,pp.25-48.
Ostrom, A., & Iacobucci, D.(1995), “Consumer Trade-Offs and the Evaluation of Services, ” Journal of Marketing, Vol. 59, No. 1, pp. 17-28.
Parasuraman A., Zeithaml, V. A. and, Berry, L. L., (1985a), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing,Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988), SERVQUAL : A Multiple-Item Scale for Measuring Customer Expectations of Service, Journal of Retailing, Vol.64, pp.12-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. ” Quality Counts in Service, Too”, Business Horizons , Vol.28, 1985, pp.44-53.
Parasuraman, Valarie A. Zeithmal & Leonard L. Berry(1994), “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research”, Journal of Marketing, Vol.58, Jauary, p. 122.
Peter Javis, op, cit. 1985.
Pfaff, Martin, “The Index of Consumer Satisfaction Measurement Problem and Opportunity”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Kieth Hunt ed., Cambridge, MA:Marketing Science, 1977.
Poggler, Franz (1965) :Inhalteder Erwachsenenbildung, Freiburg/Basel/Wien: Verlag Herder.
Ranaweera, C., Prabhu, J. (2003), Journal of Targeting, Measurement and Analysis for Marketing. London: Vol. 12, Iss. 1; p. 82
Raphel, N. and Raphel, M., (1995), Loyalty Ladder, Harper Collins Publishers Inc.
Reynolds, F. D., (1974), “An Analysis of Catalog Buying Behavior” Journal of Marketing, Vol.38, No. 3, pp. 47-51.
Rosander A. C. “Service Industry Qc-Is the Challenge Be Met?” Quality progress, Sep. 1980, 35.
Ruyter, Ko, Bloemer, Jose and Peetets, Pascal, “Merging service quality and service satisfaction:An empirical test of an integrative model”, Journal of Economic Psychology, Jun 1997, pp.387-406.
Sasser W. E., Olsen, R. P., and Wyckoff, D. D., Management of Service Operations: Text, Cases and Readings, 1978, Boston: Allyn & Bacon.
Schvaneveldt Shane J, Takao Enkawa and Masumi Miyakawa, “Consumer Evaluation Perspectives of Service Quality:EvaluationFactors and Two-way Model of Quality”, Total Quality Management,Vol.2, 1991, pp.149-161.
Selnes, F. (1993), “An Examination of the Effect of Product Performance on Brand Reputation Satisfaction and Loyalty,” European Journal of Marketing, Vol. 27, No. 9, pp. 19-35.
Series Research in Management. No.ERS-2001-32-ORG.
Shoemaker, S. and Lewis, R.C. (1999) , “Customer Loyalty: The Future of Hospitality Marketing, ”International Journal of Hospitality Management, pp.345-370.
Singh, J., “Voice exit, and negative word of mouth behaviors: an investigation across three service categories,” Journal of the Academy of Marketing Science, 18, 1, 1-15 (1991).
Singh, J. and Sirdeshmukh, D. (2000), “Agency and Trust Mechanisms in Consumer Satisfactiojn and Loyalty Judgements,” Journal of Academy of Marketing Science, pp. 150-167.
Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol(2002),“Consumer Trust,Value, and Loyalty in Relational Exchanges,”Journal of Marketing, Vol. 66(January), pp.15-37.
Smith, B., (1998), “Bonds, Relationship Management, and Sex-Type, Revue Candienne des Sciences de L’ Administration”, Buyer-Seller Relationship, Vol. 15, pp. 76-92.
Solomon, M. R., (1991), Consumer Behavior:Buying, Having and Being Boston: Allyn and Bacon.
Stum, D. L., & Alain, T. (1991), “Building Customer Loyalty,” Training and Development Journal, Vol. 45, No. 4, pp. 34-36.
Takeuchi, H and Quelch, J.A., “Quality Is More Than Making AGood Product”, Academy of Management Review, Vol.17, 1983, pp.455-466.
Tes, O. k. and P. C. wilton, “Models of Consumer Satisfaction Formation; An Extension”, Journal of Marketing, Vol. 52, No. 2, 1988, pp.204-212.
Tietgens, Hans und Mitarbeiter von H.L. Matzat, H. Muller, J. Weinberg (1967): Lernen mit Erwachsenen, von den Arbeitsweisen der Erwachsenenbildung, Braunschweig.
Westbrook, Robert A. “Sources of Satisfaction with Retail Outlets.” Journal of Retailing 57 (Fall 1981),pp.68-85.
Wiele, T. V., Boselie, P. and Hesselink, M. (2001) , “Empirical evidence for the relation between Customer satisfaction and Business performance?” ERIM Report
Woodruff, R. B.(1997),“ Customer Value: The Next Source for Competitive Advantage,” Journal Academy of Marketing Science, Vol. 25, No. 2, pp. 139 -154.
Woodside, Arch G., Lisa L. Frey, and Robert Timothy Daly. “Ling Service Quality,Customer Satisfaction and Behavioral Intentions.” Journal of Health Care Marketing 9, no.4 (December 1989),pp.5-17.
Zammuto, R. F., Keaveney, S. M., and O’Connor, E. J., 1996, Rethinking Student Services: Assessing and Improving Service Quality, Journal of Marketing for Higher Education, 7(1), 45-70.
Zeithaml, V. A., Leonard, L. & Berry, L. L.(1996). The Behavioral Consequences of Service Quality, Journal of Marketing, 60 , pp.31-46.
Zeithaml, Valarie A.(1988),“Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence,”Journal of Marketing, Vol.52(July), pp.2-22.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 王凱立、陳美玲(2003),「亞洲金融風暴發生前後美國與台灣股市動態關聯之進一步研究」,經濟論文叢刊,第 31 輯,第 2 期,頁1-62。
2. 王冠閔、黃柏農(2004),「臺灣股、匯市與美國股市關聯性探討」,臺灣經濟預測與政策,第34卷,第2期,頁31-72。
3. 30. 許桂銘、金鵬,「台灣地區紅磚白華現象與判斷方法之探討」,高苑學報,第五卷第二期,pp.281~288,1996。
4. 連春紅、李政峰(2005),「臺灣股匯市與美日股市連動性之探討」,臺灣銀行季刊,第56期,第1卷,頁258-268。
5. 張巧宜(2003),「美國與臺灣股價共移程度之研究-分數共整合之應用」,東吳經濟商學學報,第40期,頁99-121。
6. 楊踐為、賴怡洵(1998),「美、日、香港與臺灣四地股價指數連動關係之探討」,臺灣土地金融季刊,第35卷,第2期,頁1-15。
7. 聶建中、林景春、詹凱婷(2004),「兩岸三地股價聯動性研究」,輔仁管理評論,第11卷,第2期,頁63-82。
8. 王煥琛(1983)。近三十年來我國大學院校推廣教育之發展。國立教育資料館教育資料集刊,第八輯。
9. 王精文、沙俊豪,(2000),綜合證券商服務品質與業績績效關係之研究,企業管理學報,第四十八期,pp.27-58。
10. 江建良(1995),「服務品質與顧客滿意之探討」,企銀季刊,第二十一卷,第二期,pp.36-48。
11. 林清江,(1995),學習社會的教育改革,成人教育。
12. 黃富順(1985)成人學習的特性(上)。社教雙月刊,第十期。
13. 黃富順,(2001),以終身學習迎接知識經濟的挑戰,成人教育,第61 期,pp.26-35。
14. 楊國德,(1995a),大學成人教育與大學教育改革,成人教育,第23 期,pp.20-25。
15. 葉凱莉、喬友慶, (2000),「從管理機會方格看顧客滿意度-以百貨公司為例」,企銀季刊,第23 卷,第四期。
 
1. 大學推廣教育學員參與動機、滿意度與續學率研究以南亞技術學院推廣教育中心為例
2. 台灣自由軟體社群推廣研究-從推廣者角度而言
3. 顧客關係管理資訊系統建置在大學推廣教育機構的應用─以文藻外語學院推廣教育中心為例
4. 應用故事行銷推廣環境教育之模式分析-以「綠島大象」推廣「再利用」為例
5. 應用品質機能展開於推廣教育之品質設計─以華梵大學推廣教育中心為例
6. 影響大學推廣教育續學因素之初探-以臺灣師範大學進修推廣學院為例
7. 台灣校園自由軟體推廣研究—從推廣者的角度而言
8. 知識管理於大學推廣教育應用之初探性研究-以文化大學推廣部為例
9. 大學推廣教育學員知覺課程價值、修課滿意度與忠誠度之關係
10. 社區親子讀經教育推廣現況與價值之研究—以崇德光慧讀經教育中心在台北地區推廣為例
11. 台灣觀光推廣活動平面設計研究-以台北地區觀光景點推廣活動為例-
12. 推廣教育學員參訓動機、學習滿意度、忠誠度之關係研究–以南部某大學推廣教育中心餐飲課程為例
13. 服務品質、顧客滿意度與顧客忠誠度之相關性研究: 以長榮大學高雄推廣教育中心為例
14. 課程設計、服務品質、認知價值、顧客忠誠度與顧客滿意度之關係研究-以成功大學推廣教育為例
15. 農會家政推廣人員參與創新性推廣訓練班之學習意願研究─以農入生活電影教學研討工作坊為例