(3.237.178.91) 您好!臺灣時間:2021/03/07 02:30
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:黃氏竹蓮
研究生(外文):Huynh Thi Truc Lien
論文名稱:An Understanding the Impact of Service Quality on Guest Satisfaction and Guest Behavioral Intentions in Vietnam Hotel Industry
論文名稱(外文):An Understanding the Impact of Service Quality on Guest Satisfaction and Guest Behavioral Intentions in Vietnam Hotel Industry
指導教授:林育理林育理引用關係
指導教授(外文):Yu-Li Lin
學位類別:碩士
校院名稱:南台科技大學
系所名稱:企業管理系
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:2010
畢業學年度:98
語文別:英文
外文關鍵詞:Perceived service qualityGuest satisfactionGuest behavioral intentionsHotel IndustryVietnam.Perceived service qualityGuest satisfactionGuest behavioral intentionsHotel IndustryVietnam.Perceived service qualityGuest satisfactionGuest behavioral intentionsHotel IndustryVietnam.
相關次數:
  • 被引用被引用:0
  • 點閱點閱:282
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:45
  • 收藏至我的研究室書目清單書目收藏:1
ABSTRACT

The importance of service quality for business performance has been recognized in the literature through the direct effect on guest satisfaction and guest behavioral intentions. This study examined the relationship between service quality, guest satisfaction and guest behavioral intentions. The respondents were guests who stayed in hotels in Ho Chi Minh City, Vietnam. The study used SPSS and AMOS programs to analyze data through confirmatory factor analysis (CFA) and structural equation model (SEM). First, the research proposed a model analyzing the effect of service quality factors in hotel industry on perceived service quality. The six service quality variables identified in this study were named as “tangibles”, “reliability”, “responsiveness”, “assurance”, “empathy”, “convenience”. The results indicated that “reliability” and “responsiveness” didn’t have positive effect on perceived service quality. Next, the research investigated the relative effects of perceived service quality on guest satisfaction and guest behavioral intentions. Results showed that perceived service quality has a positive effect on guest satisfaction and guest behavioral intentions. Finally, the research finding confirmed that guest satisfaction leads to guest behavioral intentions in Vietnam hotel industry.
ABSTRACT

The importance of service quality for business performance has been recognized in the literature through the direct effect on guest satisfaction and guest behavioral intentions. This study examined the relationship between service quality, guest satisfaction and guest behavioral intentions. The respondents were guests who stayed in hotels in Ho Chi Minh City, Vietnam. The study used SPSS and AMOS programs to analyze data through confirmatory factor analysis (CFA) and structural equation model (SEM). First, the research proposed a model analyzing the effect of service quality factors in hotel industry on perceived service quality. The six service quality variables identified in this study were named as “tangibles”, “reliability”, “responsiveness”, “assurance”, “empathy”, “convenience”. The results indicated that “reliability” and “responsiveness” didn’t have positive effect on perceived service quality. Next, the research investigated the relative effects of perceived service quality on guest satisfaction and guest behavioral intentions. Results showed that perceived service quality has a positive effect on guest satisfaction and guest behavioral intentions. Finally, the research finding confirmed that guest satisfaction leads to guest behavioral intentions in Vietnam hotel industry.
TABLE OF CONTENTS
ACKNOWLEDGEMENTS i
ABSTRACT ii
TABLE OF CONTENTS iii
LIST OF TABLES vi
LIST OF FIGURES viii
Chapter 1 INTRODUCTION 1
1.1. Research Background 1
1.2. Research Motivation 2
1.3. Research Objectives 3
1.4. Structure of The Research 4
Chapter 2 LITERATURE REVIEW 5
2.1. Service Quality 5
2.1.1. Measuring Service Quality in Hotel Industry 7
2.1.2. The SERVQUAL Scale and the Others 12
2.1.3. Perceived Service Quality 14
2.2. Guest Satisfaction 16
2.3. Guest Behavioral Intentions 20
Chapter 3 RESEARCH DESIGN AND METHODOLOGY 24
3.1. Research Framework and Hypotheses 24
3.1.1. Theoretical Framework 24
3.1.2. Research Hypotheses 26
3.2. Research Design 26
3.3. Sampling Design 27
3.4. Data Collection Procedures 28
3.4.1. Measurement of Research Constructs 28
3.4.2. Questionnaire Pre-test 31
3.5. Data Analysis Procedures 34
3.5.1. Data Analysis Method 34
3.5.2. Confirmation Factor Analysis 34
3.5.3. Reliability and Validity 34
3.5.4. Model Fitting 35
3.5.5. Structural Equation Model 39
Chapter 4 ANALYSIS RESULT 40
4.1. Descriptive Statistics 40
4.2. Measurement Model 42
4.2.1. Tangibles 42
4.2.2. Reliability 45
4.2.3. Responsiveness 46
4.2.4. Assurance 48
4.2.5. Empathy 49
4.2.6. Convenience 50
4.2.7. Guest Satisfaction 53
4.2.8. Guest Behavioral Intentions 54
4.2.9. The Final Measurement Model 55
4.3. Reliability and Validity of Measurement Model 57
4.3.1. Construct Reliability 57
4.3.2. Convergent Validity 58
4.3.3. Discriminant Validity 60
4.3.4. Summary of Measurement Model 62
4.4. Structural Equation Model 62
4.4.1. Full Structural Equation Model 62
4.4.2. Results of Hypothesis Testing 64
Chapter 5 CONCLUSIONS AND RECOMMENDATIONS 68
5.1. Summary of Findings and Discussion 68
5.2. Managerial Implication 70
5.3. Contribution of the Study 71
5.4. Limitation of the Study and Recommendations for Future Research 71
REFERENCES 73
APPENDIX 89
REFERENCES
Akan, P. (1995): ‘Dimensions of Service Quality: A Study in Istanbul’, Managing Service Quality, 5 (6), 39-43.
Akbaba, A. (2006): ‘Measuring Service Quality in the Hotel Industry: A Study in a Business Hotel in Turkey’, International Journal of Hospitality Management, Vol. 25, 170-192.
Alexandris, C., Dimitriadis, N. and Markata, D. (2002): ‘Can Perceptions of Service Quality Predict Behavioral Intentions? An Exploratory Study in the Hotel Sector in Greece’, Managing Service Quality, 12 (4), 224-231.
Anderson, E.W. and Fornell, C. (1994): ‘A Customer Satisfaction Research Prospectus’, In Rust, R. & Oliver, R. (Eds.), Service Quality: New Direction in Theory and Practice, Sage, Thousand Oaks, CA, 241-268.
Anderson, E.W. and Suliivan, M.W. (1993): ‘The Antecedents and Consequences of Customer Satisfaction for Firms’, Journal of Marketing Science, 12 (2), 125-143.
Armstrong, R.W., Mok, C., Go, F.M and Chan, A. (1997): ‘The Importance of Cross-cultural Expectations in the Measurement of Service Quality Perceptions in the Hotel Industry’, International Journal of Hospitality Management, 16 (2), 181-190.
Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996): ‘SERVQUAL Revisited: A Critical Review of Service Quality’, Journal of Services Marketing, 10 (6), 62-81.
Atkinson, A. (1988): ‘Answering the Eternal Question: What Does the Customer Want?’, The Cornell Hotel and Restaurant Administration Quarterly, 29 (2): 12-14.
Babakus, E. and Boller, G.W. (1992): ‘An Empirical Assessment of the SERVQUAL Scale’, Journal of Business Research, 24 (3), 253-269.
Bagozzi, R.P. and Yi, Y. (1994): ‘Advanced Topics in Structural Equation Models’, In Bagozzi, Richard P. (Eds.) Advanced Methods of Marketing Research, Blackwell, Cambridge, MA, 1-52.
Bagozzi, R.P. and Yi, Y. (1988): ‘On the Evaluation of Structural Equation Models’, Journal of the Academy of Marketing Science, Vol. 16 (Spring), 74-94.
Baker, D. and Crompton, J. (2000): ‘Quality, Satisfaction and Behavioral Intentions’, Annals of Tourism Research, 27 (3), 785-804.
Barrington, M.N. and Olsen, M.D. (1987): ‘Concept of Service in the Hospitality Industry’, International Journal of Hospitality Management, 6 (3), 131-138.
Barsky, J.D. (1995): ‘World-Class Customer Satisfaction’, Richard D. Irwin, Inc.
Barsky, J.D. (1992): ‘Customer Satisfaction in the Hotel Industry: Meaning and Measurement’, Hospitality Research Journal, 16 (1), 51-73.
Barsky, J.D. and Labagh, R. (1992): ‘A strategy for customer satisfaction’, The Cornell Hotel and Restaurant Administration Quarterly, 33 (5), 32-40.
Berry, L.L., Bennett, D. and Brown, C. (1989): ‘Service quality: A Profit Strategy for Financial Institutions’, Irwin Professional Pub.
Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1990): ‘Quality counts in services, too’, Business Horizons, 28 (3), 44-53.
Bitner, J.M. and Hubbert, A.R. (1994): ‘Encounter Satisfaction versus Overall Satisfaction versus Quality’, In Rust, R. & Oliver, R. (Eds.), Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, CA, 72-94.
Bolton, R.N. and Drew, J.H. (1991a): ‘A Longitudinal Analysis of the Impact of Service Changes on’, Journal of Marketing, 55 (1), 1-18.
Bolton, R.N. and Drew, J.H. (1991b): ‘A Multistage Model of Customers’ Assessments of Service Quality and Value’, Journal of Consumer Research, Vol. 17, 375-384.
Botschen, G., Eva, M. T. and Rik, P (1999): ‘Using Means-end Structures for Benefit Segmentation: An Application to Services’, European Journal of Marketing, Vol. 33, 38-58.
Bou, J.C, Camison, C. and Escrig, A.B. (2001): ‘Measuring the Relationship Between Firm Perceived Quality and Customer Satisfaction and Its Influence on Purchase Intentions’, Total Quality Management, 12 (6), 719-734.
Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993): ‘A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions’, Journal of Marketing Research, 30 (1), 7-27.
Brady, M.K. and Robertson, C.J. (2001): ‘Searching for a Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory cross National Study’, Journal of Business Research, 52 (1), 53-60.
Brown, S.W., Raymond, P. F. and Mary, J.B. (1994): ‘The Development and Emergence of Services Marketing Thought’, International Journal of Service Industry Management, Vol. 6, 21-48.
Brown, T.J., Churchill, G.A.Jr. and Peter, J. P. (1993): ‘Improving the Measurement of Service Quality’, Journal of Retailing, Vol. 69, Spring, 127-138
Browne, M. W. and Cudeck, R. (1993): ‘Alternative ways of assessing model fit’. In: Bollen, K. A. & Long, J. S. (Eds.) Testing Structural Equation Models, Beverly Hills, CA: Sage, 136–162.
Byrne, B. M. (2001): ‘Structural Equation Modeling with AMOA: Basic Concepts, Applications and Programming’, CA, Sage Publications.
Buttle, F. (1996): ‘SERVQUAL: Review, Critique, Research Agenda’, European Journal of Marketing, 30 (1), 8-32.
Cappella, J.N. (1975): ‘Structural Equation Modeling: An Introduction’, In Monge, P.M. and Cappella, J.N. (Eds.), Multivariate Techniques in Human Communication Research, New York, 57-110.
Cardozo, R.N. (1965): ‘An Experimental Study of Customer Effort, Expectation and Satisfaction’, Journal of Marketing Research, Vol. 2, 244-249.
Carman, J.M. (1990): ‘Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions’, Journal of Retailing, 66 (1), 33-55.
Caruana, A., Ewing, M.T. and Rameseshan, B. (2000): ‘Assessment of the Three-colimn Format SERVQUAL: An Experimenta Approach’, Journal of Business Research, 49 (1), 57-65.
Cavana, R.Y., Delahaye, B.L. and Sekaran, U. (2001): ‘Applied Business Research: Qualitative and Quantitative Methods’, New York, John Willey & Sons, Inc.
Chen, C.F. (2008): ‘Investigating Structural Relationships between Serivce Quality, Perceived Value, Satisfaction, and Behavioral Intentions for Air Passengers: Evidence from Taiwan’, Trangsportation Research Part A, Vol. 42, 709-717.
Cheung, C. and Law, R. (1998): ‘Hospitality Service Quality and the Role of Performance Appraisal’, Managing Service Quality, 8 (6), 402-415.
Choi, K.S., Cho, W.H., Lee, S., Lee, H. and Kim, C. (2004): ‘The Relationships Among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study’, Journal of Business Research, Vol. 57, 913-921.
Choi, T.Y. and Chu, R. (2001): ‘Determinants of Hotel Guests’ Satisfaction and Repeat Patronage in the Hong Kong Hotel Industry’, International Journal of Hospitality Management 20, 277-297.
Churchill, G.A. and Suprenat, C. (1982): ‘An Investigation into the Determinants of Customer Satisfaction’, Journal of Marketing Research, Vol. 19, 491-504.
Clow, K.E., Baack, D. and Fogliasso, C. (1998): ‘Reducing Perceived Risk Through Advertising Service Quality Cues’, Journal of Professional Services Marketing, Vol. 16, 151-162.
Cravens, D.W., Holland, C.W., Lamb Jr., C.W. and Moncrief III, W.C. (1988): ‘Marketing’s role in Product and Service Quality’, Industrial Marketing Management, Vol. 17, 285-304.
Cronbach, L. J. (1951): ‘Coefficient Alpha and the Internal Structure of Tests’, Psychometrika, 16 (3), 297-334.
Cronin, Jr. J. J. and Taylor, S.A. (1992): ‘Measuring Service Quality: A Reexamination and Extension’, Journal of Marketing, Vol. 56, 55-68.
Cronin, Jr. J. J., Brady, M. and Hult, G.T. (2000): ‘Assessing the Effects of Quality, Value and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments’, Journal of Retailing, 76 (2), 193-218.
Crosby, P.B. (1979): ‘Quality is Free: The Art of Making Quality Certain’, New American Literary, New York.
Dabholkar, P.A. (1995): ‘A Contingency Framework for Predicting Causality between Satisfaction and Service Quality’, In Kardes, F.R. and Sura, M. (Eds.), Advances in Consumer Research Role, Association for Consumer Research, VT, 101-106.
Dabholkar, P.A. and Thorpe, D.I. (1994): ‘Does Customer Satisfaction Predict Postpurchase Intentions?’ Journal of Consumer Satisfaction and Dissatisfaction Complain Behavior, Vol. 7, 161-171.
Dabholkar, P.A., Thorpe, D.I. and Rentz, J.O. (1996): ‘A Measure of Service Quality for Retail Stores: Scale Development and Validation’, Academy of Marketing Science Journal, 24 (1), 3-23.
David, B. and Stone, S. (1985): ‘Food and Beverage Management’, 2nd ed., Butterworth-Heinemann, Oxford.
DeMoranville, C.W. and Bienstock, C.C. (2003): ‘Question Order Effects in Measuring Service Quality’, International Journal of Research in Marketing, 20 (3), 217-231.
DeVellis, F.R. (1991): ‘Scale Development: Theory and Applications’, Sage, Newburry Park, CA.
Dimitriades, Z.S. (2006): ‘Customer Satisfaction, Loyalty and Commitment in Service Organizations – Some Evidence from Greece’, Management Research News, 29 (12), 782-800.
Dodds, W.B., Monroe, K.B. and Grewal, D. (1991): ‘The Effect of Price, Brand an Store Information on Buyers’ Product Evaluations’, Journal of Marketing Research, Vol. 28, 307-319.
Edvardsson, B. (1998): ‘Service Quality Improvement’, Managing Service Quality, Vol. 8, 142-149.
Ekinci, Y. (2004): ‘An Investigation of the Determinants of Customers Satisfaction’, Tourism Analysis, 8 (2), 197-203
Ekinci, Y., Prokopaki, P. and Cobanoglu, C. (2003): ‘Service Quality in Cretan Accommondations: Marketing Strategies for the UK Holiday market’, International Journal of Hospitality Management, 22 (1), 47-66.
Ekinci, Y., Riley, M. and Fife-Schaw, C. (1998): ‘Which School of Thought? The Dimensions of Resort Hotel Quality’, International Journal of Contemporary Hospitality Management, 10 (2), 63-67.
Engel, J.F., Roger, D. B. and Paul, W.M. (1990): ‘Consumer Behavior’, Dryden Press, Hinsdale, Illinois.
Erto, P. and Vanacore, A. (2002): ‘A Probabilistic Approach to Measure Hotel Service Quality’, Total Quality Management, 13 (2), 165-174.
Feizenbaum, A.V. (1951): ‘Quality Control: Principles, Practice and Administration’, McGraw-Hill, New York.
Festus, O., Maxwell, K.H. and Godwin, J.H (2006): ‘Service Quality, Customer Satisfaction and Behavioral Intentions in the Service Factory’, Journal of Services Marketing, 20 (1), 59-72.
Fick, G.R. and Ritchie, I. R. B. (1991): ‘Measuring Service Quality in the Travel and Tourism Industry’, Journal of Travel Research, 30 (2), 2-9.
Fornell, C. (1992): ‘A National Customer Satisfaction Barometer: the Swedish Experience’, Journal of Marketing, 56 (1), 6-21.
Fornell, C. and Larcker, D.F. (1981): ‘Evaluating Structural Equation Models with Unobservable Variables and Measurement Error’, Journal of Marketing Research, 18 (1), 39-50.
Fornell, C., Johnson, M,, Anderson, E.W., Cha, L. and Everitt, B.B. (1996): ‘The American Customer Satisfaction Index: Nature, Purpose and Findings’, Journal of Marketing, Vol. 60, 7-18.
Frochot, I. and Hughes, H. (2000): ‘HISTOQUAL: The Development of a Historic Houses Assessment Scale’, Tourism Management, 21 (2), 157-167.
Garvin, D.A. (1983): ‘Quality on the Line’, Harvard Business Review, 61 (5), 65-79.
Garvin, D.A. (1991): ‘How the Baldrige Award Really Works’, Harvard Business Review, 69 (6), 80-95.
Ghobadian, A., Simon, S. and Matthew, J. (1994): ‘Service Quality: Concepts and Models’, International Journal of Quality and Reliability Management, 11 (9), 43-66.
Giese, J.L. and Cote, J.A. (2000): ’Defining Consumer Satisfaction’, Academy of Marketing Science Review, 2000 (1), 1-24.
Gonzalez, M.E.A., Comesana, L.R. and Brea, J.A.F. (2007): ‘Assessing Tourist Behavioral Intentions Through Perceived Service Quality and Customer Satisfaction’, Journal of Business Research, Vol. 60, 153-160.
Gremler, D.D. and Brown, S.W. (1997): ‘Towards a Conceptual Model of Service Loyalty’, Marketing theory and Applications, AMA’s Winter Educators’ Conference Proceedings, Vol. 8, 218-229.
Grewal, D., Krishman, R., Baker, J. and Borin, N. (1998): ‘The Effect of Store Name, Brand Name and Prive Discounts on Customers’ Evaluations and Purchase Intentions’, Journal of Retailing, 74 (3), 331-352.
Gronroos, C. (1982): ‘A Service-oriented Approach to Marketing of Services’, European Journal of Marketing, 12 (8), 588-603.
Gronroos, C. (1984), ‘A Service Quality Model and Its Marketing Implications’, European Journal of Marketing, 18 (4), 36-44.
Gunderson, M.G., Heide, M. and Olsson, U.H. (1996): ‘Hotel Guest Satisfaction among Business Travelers’, The Cornell Hotel and Restaurant Administration Quarterly, 37 (2), 72-81.
Hair Jr., J.F., Black, W.C., Babib, B.J., Anderson, R.E. and Tatham, R.L. (2006): ‘Multivariate Data Analysis’, 6th ed., Upper Saddle River, NJ, Pearson-Prentice Hall.
Halstead, D. and Page Jr., T.J. (1992): ‘The Effects of Satisfaction and Complaining Behavior on Consumers Repurchase Behavior’, Journal of Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, 1-11.
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser Jr., W.E. and Schlesinger, L.A. (1994): ‘Putting the Service Profit Chain to Work’, Harvard Business Review, March-April, 105-111.
Heskett, J.L., Sasser, W. E. and Schlesinger, L.A. (1997): ‘The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value’, Free Press, New York.
Hunt, J.D. (1975): ‘Image As a Factor in Tourism Development’, Journal of Travel Research, 37, 1-7.
Jeong, M., Oh, H and Gregoire, M. (2003): ‘Conceptualizing Website Quality and Its Consequences in the Lodging Industry’, International Journal of Hospitality Management, 22 (2), 161-175.
Johnson, R.L., Tsiros, M. and Lancioni, R.A. (1995): ‘Measuring Service Quality: A Systems Approach’, The Journal of Services Marketing, 9 (5), 6-21.
Juran, J.M., Gryna, F.M., and Bingham, R.S. (1974): ’Quality Control Hand Book’, McGraw-Hill, New York.
Juran, J.M. (1989): ‘Universal Approach to Managing for Quality’, Executive Excellence, 6 (5), 15-27.
Juwaheer, T.D. (2004): ‘Exploring International Tourist’ Perceptions of Hotel Operations By Using a Modified SERVQUAL Approach: A Case Study of Mauritius’, Managing Service Quality, 14 (5), 350-364.
Kandampully, J. and Suhartanto, D. (2000): ‘Customer Loyalty in the hotel industry: The role of Customer Satisfaction and Image’, International Journal of Contemporary Hospitality Management, 12 (6), 345-351.
Kaplan, D. (2000): ‘Structural Equation Modeling Foundations and Extensions’, Sage Publications, Thousand Oaks, California.
Kelloway, E.K. (1998): ‘Using LISREL for Structural Equation Modeling’, Thousand Oak, CA, Sage Publications, Inc.
Kim, Y. (2007): ‘A Study of Understanding the Impact of Physical Environment on Perceived Service Quality in Hotel Industry’, ProQuest Information and Learning Co.
Klaus, P. (1985): ‘Quality Epipohenomenon: The Conceptual Understanding of Quality in Fact-to-Face Service Encounters’, In Czepiel, J.A., Solomon, M.R., Supremant, C.F. and Gutman, E.G. (Eds), The Service Encounter: Managing Employee Customer Interaction in Service Business, Lexington books, Lexington, MA, 17-33.
Kline, R.B. (2005): ‘Principles and Practice of Structural Equation Modeling’, The Guilford Press, New York.
Knutson, B. (1988): ‘Frequent Travelers: Making Them Happy and Bringing Them Back’, The Cornell Hotel and Restaurant Administration Quarterly, 29 (1), 83-87.
Knutson, B., Stevens, P., Wullaert, C., Patton, M. and Yokoyama, F. (1990): ‘LODGSERV: A Service Quality Index for the Lodging Industry’, Hospitality Research Journal., 14 (2), 227-284.
Ko, Y.J. (2000): ‘Multidimensional and Hierarchical Model of Service Quality in the Participant Sport Industry’, Doctoral Dissertation, The Ohio State University, USA.
Kwortnik, R.J. (2005): ‘Preparing for Disaster: Recommendations Based on the Blackout of 2003’, Cornell Hotel and Restaurant Administration Quarterly, 46 (1), 47-51.
Lacobucci, D., Ostrom, A. and Grayson, K. (1995): ‘Distinguishing Service Quality and Customer Satisfaction: The Voice of the consumer’, Journal of Consumer Psychology, 4 (3), 277-303.
Lau, P.M., Akbar, A., Khatibi, F. and Gun, D.Y. (2005): ‘Service Quality: A Study of the Luxury Hotels in Malaysia’, Journal of American Academy of Business, Cambridge, 7 (2), 46-55.
LeBlanc, G. (1992): ‘Factors affecting customer evaluation of service quality travel agencies: an investigation of customer perceptions’, Journal of Travel Research, 30 (4), 10-16.
Lewis, R. and Pizam, A. (1982): ‘The Measurement of Guest Satisfaction’, In Pizam, A., Lewis, R., Manning, P. (Eds.), The Practice of Hospitality Management, AVI Publishing, Wesport, CT, 189-201.
Lewis, R. and Klein, D. (1987): ‘The measurement of Gaps in Service Quality’, In Czepiel, J., Congram, C,, Shanahan, J. (Eds.), The Service Challenge: Integrating for Competitive Advantage, American Marketing Association, Chicago, IL, 35-43.
Liljander, V. and Strandvik, T. (1993): ‘Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value’, International Journal of Service Industry Management, 4 (2), 6-28.
Lockwood, A. (1997): ‘Quality Management in Hotels’, Witt, S. and Moutinho, L. (Editors), Tourism Marketing and Management Handbook, 352-355.
Luo, X. and Homburg, C. (2007): ‘Neglected Outcomes of Customer Satisfaction’, Journal of Marketing, 71 (2), 133-149.
Maister, D.H. (1985): ‘The Psychology of Waiting Lines’, In Czepiel, J.A., Solomon, M.R., Supremant, C.F. and Gutman, E.G. (Eds), The Service Encounter: Managing Employee Customer Interaction in Service Business, Lexington books, Lexington, MA, 113-123.
Maruyama, G.M. (1998): ‘Basic of Structural Equation Modeling’, Thousand Oaks, C.A: Sage Publications, Inc.
McPhee, R.D. and Babrow, A. (1987): ‘Causal Modeling in Communication Research: Use, Disuse and Misuse’, Communication Monographs, Vol. 54, 344-366.
Mei, A.W.O., Dean, A.M. and White, C.J. (1999): ‘Analyzing Service Quality in the Hospitality Management’, Managing Service Quality, 9 (2), 136-143.
Motwani, J., Kumar, A. and Youssef, M.A. (1996): ‘Implementing Quality Management in the Hospitality Industry Current Efforts and Future Research Directions’, Benchmarking for Quality Management & Technology, 3 (4), 4-19.
Murray, D. and Howat, G. (2002): ‘The Relationships among Service Quality, Value, Satisfaction and Future Intentions of Customers at an Australian Sports and Leisure Centre’, Journal of Sport Management Review, 51 (1), 25-43.
Naumann, E. (1995): ‘Customer Satisfaction Measurement and Management: Using the Voice of the Customer’, Thomson Executive Press, Cincinnati, Ohio.
Oberoi, U. and Hales, C. (1990): ‘Assessing The Quality of The Conference Hotel Service Product: Towards an Empirically Based Model’, The Service Industries Journal, 10 (4), 700-721.
Oh, H. and Parks, S.C. (1997): ‘Customer Satisfaction and Service Quality: A Critical Review of the Literature and Research Implications for the Hospitality Industry’, Hospitality Research Journal, 20 (3), 35-64.
Oh, H. (1999): ‘Service Quality, Customer Satisfaction and Customer Value: A Holistic Perspective’, International Journal of Hospitality Management, Vol. 18, 67-82.
Oliver, R.L. (1981): ‘Measurement and Evaluation of Satisfaction Processes in Retail Settings’, Journal of Retailing, 57, 25-48.
Oliver, R.L. (1980): ‘A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions’, Journal of Marketing Research, Vol. 17, 460-469.
Oliver, R.L. and Swan, J.E. (1989): ‘Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach’, Journal of Marketing, Vol. 53, 21-35.
Ostrom, A. and Lacobucci, D. (1995): ‘Consumer Tradeoffs and the Evaluation of Services’, Journal of Marketing, Vol. 59, 17-28.
Palmer, A. (2001): ‘Principles of Service Marketing’, McGraw-Hill, New York, p. 227.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985): ‘A Conceptual Model of Service Quality and Its Implications of Future Research’, Journal of Marketing, Vol. 49, 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988): ‘SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality’, Journal of Retailing, 64 (1) 12-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991a): ‘Perceived Service Quality As a Customer-based Performance Measure: A Empirical Examination of Organizational Barriers Using an Extended Service Quality Model’, Human Resource Management, 30 (3), 335-343.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991b): ‘Refinement and Reassessment of the SERVQUAL Scale’, Journal of Retailing, 67 (4), 420-450.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994): ‘Reassessment of Expectations As a Comparison Standard in Measuring Service Quality: Implications for Further Research’, Journal of Marketing, 58 (1), 111-125.
Patterson, P.G. and Spreng, R.A. (1997): ‘Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-to-business, Services Context: An Empirical Examination’, International Journal of Service Industry Management, 8 (5), 414-434.
Peter, J.P., Churchill, G.A.Jr. and Brown, T.J. (1993): ‘Caution in the Use of Difference scores in Consumer Research’, Journal of Consumer Research, 19 (4), 655-670.
Petrick, J.F. and Backman, S.J. (2002): ‘An Examination of Golf Travelers’ Satisfaction, Percived Value, Loyalty and Intentions to Revisit’, Tourism Analysis, 223-237.
Pettijohn, L.S., Pettijohn, C.E. and Luke, R.H. (1997): ‘An Evaluation of Fas Food Restaurant Satisfaction: Determinants, Competive Comparisons and Impact on Future Patronage’, Journal of Restaurant & Foodservice Marketing, 2 (3), 3-20.
Reeves, C.A. and Bednar, D.A. (1994): ‘Defining Quality: Alternatives and Implications’, The Academey of Management Review, 19 (3), 419-445.
Rust, R.T. and Oliver, R.L. (1994): ‘Service Quality Insights and Managerial Implications from the Frontier’, In Rust, R.T, Oliver, R.L (Eds.), Service Quality, New Directions in Theory and Practice, Sage, London.
Saleh, F. and Ryan, C. (1991): ‘Analyzing Service Quality in the Hospitality Industry Using the SERVQUAL Model’, The Service Industries Journal, Vol. 11, 324-343.
Sasser, W.E., Olsen, J. and Wyckoff, D.D (1979): ‘Management of Service Operations’, Allyn and Bacon, New York.
Schneider, B. and Bower, D.E. (1995): ‘Winning the Service Game’, HBS Press, Boston, MA.
Shemwell, D.J., Yavas, U. and Bilgin, Z. (1998): ‘Customer-service Provider Relationships: An Empirical Test of a Model of Service Quality, Satisfaction and Relationship-oriented Outcomes’, International Journal of Service Industry Management, 9 (2), 155-168.
Sivadas, E. and Baker-Prewitt, J.L. (2000): ‘An Examination of the Relationship Between Service Quality, Customer Satisfaction and Store Loyalty’, International Journal of Retail & Distribution Management, 28 (2), 55-68
Soderlund, M. (1998): ‘Customer Satisfaction and Its Consequences on Customer Behavior revisited: The Impact of Different Levels os Satisfaction on Word-of-mouth, Feedback to the Supplier and Loyalty’, International Journal of Service Industry Management, 9 (2), 169-188.
Stevens, P., Bonnie, K. and Mark, P. (1995): ‘Dineserv: A Tool For Measuring Service Quality in Restaurants’, The Cornell Hotel and Restaurant Administration Quarterly, 36 (2), 56-60.
Su, A.Y.L. (2004): ‘Customer Satisfaction Measurement Practice in Taiwan Hotels’, International Journal of Hospitality Management 23, 397-408.
Taylor, S. and Baker, T. (1994): ‘An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Customers’ Purchase Intentions’, Journal of Retailing, 70 (2), 163-178.
Tsang, N. and Qu, H. (2000): ‘Service Quality in China’s Hotel Industry: A Perspective from Tourists and Hotel Management’, International Journal of Contemporary Hospitality Management, 12 (5), 316-326.
Ueltschy, L.C., Laroche, M., Tamilia, R.D. and Yannopoulos, P. (2004): ‘Cross-cultural Invariance of Measures of Satisfaction and Serivce Quality’, Journal of Business Research, Vol. 57, 901-912.
Vavra, T.G. (1997): ‘Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs’, ASQ Quality Press.
Vijayadurai, J. (2008): ‘Service Quality, Customer Satisfaction and Behavioral Intention in Hotel Industry’, Journal of Marketing & Communication, 3 (3), 14-26.
Webster, C. and Hung, L. (1994): ‘Measuring Service Quality and Promoting Decentring’, The Tourism Quality Management Magazine, 6 (5), 50-55.
Westbrook, R.A. and Oliver, R.L. (1991): ‘The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction’, Journal of Consumer Research, Vol. 18, 84-91.
Wood, R.C. (1994): ‘Hotel Culture and Social Control’, Annals of Tourism Research, Vol 21, 65-80.
Woodside, A.G., Frey, L.L and Daly, R.T (1989): ‘Linking Service Quality, Customer Satisfaction and Behavioral Intention’, Journal of Health Care Marketing, 9 (4), 5-17.
Yeung, M.C.H., Ging, L. and Ennew, C.T. (2002): ‘Customer Satisfaction and Profitability: A Reappraisal of the nature of the relationship’, Journal of Targeting, Measurement and Analysis for Marketing, 11 (1), 24-33.
Zabkar, V., Brencic, M.M. and Dmictrovic, T. (2010): ‘Modelling Perceived Quality, Visitor Satisfaction and Behavioral Intentions at the destination level’, Journal of Tourism Management, Vol. 31, 537-546.
Zeithaml, V.A. (1988): ‘Consumer Perceptions of Price, Quality and Value: A Means-end Model and Synthesis of Evidence’, Journal of Marketing, 52 (3), 2-19.
Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990): ‘Quality Service: Balancing Customer Perceptions and Expectations’, New York.
Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1993): ‘The Nature and Determinants of Customer Expectations of Service’, Academy of Marketing Science Journal, 21 (1), 1-13.
Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1996): ‘The Behavioral Consequences of Service Quality’, Journal of Marketing, 60 (2), 31-46.
Zeithaml, V.A. and Bitner, M.J. (2003): ‘Service Marketing: Integrating Customer Focus Across the Firm’, Boston: McGraw-Hill/Irwin.
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關論文
 
1. The impact of Experiential Marketing on Customer's Experiential Value and Satisfaction: An Empirical Study in Vietnam Hotel Sector
2. The moderating role of trust between e-satisfaction and e-loyalty
3. The study of relationship between salesperson behaviors, trust, customer equity and loyalty intentions.
4. CUSTOMER PURCHASE INTENTION TOWARDS STRATEGIC ALLIANCE PRODUCT
5. Analyzing and Building the Customers’ Attitudinal and Behavioral Loyalty Model for Hypermarkets in Taiwan
6. The Relationship among Customer Personality Traits, Service Expectation, Perceived Service Quality, and Customer Satisfaction: A Study of Real Estate Brokerage
7. Customer Satisfaction and Post-purchase Behavior The Case of Starbucks Coffee in the Philippines
8. An Investigation of Factors Affecting the Relationship between Franchisee and Franchisor: A Study of the Vietnamese Retail Franchising
9. The Study of Country of Origin Effect Cambodia Consumer Perception on Local and Non Local Brand Preference, Perceive Quality, Price and Purchase Intention
10. The Factors Effecting Customer Loyalty in Using Online Banking: The Perspectives of the Herzberg's Two-Factor Theory
11. 轉換成本對再購意圖的影響─以網路書店為例
12. Factor Affecting Thai Consumer Behavior in Buying Cosmetic Products in Online Market
13. A Study of Taiwanese colloge students' Importance Rating Perception and Satifaction toward Vietnamese Restaurants in Taiwan
14. Customer Intention to Use Strategic Alliance Product: The Perspectives of the Theory of Planned Behavior (TPB)
15. AN EMPIRICAL RESEARCH OF THE VIETNAMESE AUDIENCE’S RESPONSE TOWARD TELEVISION ADVERTISING
 
系統版面圖檔 系統版面圖檔