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研究生:曾國旭
研究生(外文):KuoHsu Michael
論文名稱:服務品質與顧客滿意之模式的發展
論文名稱(外文):The Model Development of Service Quality and Customer Satisfaction
指導教授:李旭華李旭華引用關係
指導教授(外文):Hsu-Hua Lee
口試委員:陳瑞陽陳水蓮
口試日期:2011-01-02
學位類別:碩士
校院名稱:淡江大學
系所名稱:管理科學學系碩士班
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:2012
畢業學年度:100
語文別:英文
論文頁數:47
中文關鍵詞:品質符合性服務品質顧客忠誠度管理知識顧客滿意度
外文關鍵詞:Quality ConformanceService QualityCustomer LoyaltyManagerial KnowledgeCustomer Satisfaction
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根據服務品質概念模式的SERVQUAL 量表,顧客滿意度可以延伸考量品質符合性與對客戶忠誠度和客戶滿意度管理知識的影響。品質符合性影響服務傳遞與客戶感受,然後影響顧客的忠誠度。因此,管理方面的知識可以影響顧客期望之管理認知,而使顧客期望提升顧客的忠誠度。
因此,顧客忠誠度可為品質符合性與管理知識的共同連結。顧客滿意度進而連結於顧客的忠誠度。此發展模式可以進行改善與品質符合性和管理知識的有關知顧客滿意度的分析。


According to the service quality concept of SERVQUAL, the customer satisfaction can be extended to examine the impact of quality conformance and managerial knowledge on customer loyalty and customer satisfaction. The quality conformance can affect service delivery and customer perception, and then impact customer loyalty. In addition, the managerial knowledge can affect managerial perception of customer expectation; and customer expectation will be enhanced and then customer loyalty can be improved. Hence, the customer loyalty can be the common link between quality conformance and managerial knowledge. The customer satisfaction can then be linked with customer loyalty. The development of this model can be used for the improvement of customer satisfaction and be analyzed with respect to quality conformance and managerial knowledge.

Table of Contents
Table of Contents.............................................................................................I
Chapter1: Introduction.……………………………………………………………………...1
1.1 Background……………………………………………………………………………………..1
1.2 Motivation……………………………………………………………………………………….4
1.3 Purpose……………………………………………………………………………………………5
1.4 Research Structure…………………………………………………………………………..5

Chapter2: Literature Review………………………………………………………..…….7
2.1 PZB Model…………………………………………………………………………………….7
2.2 Service Quality..…………………………………………………………………………..........10
2.3 Quality Conformance…………………………………………………………………….12
2.4 Service Delivery………………………………………………………………………….14
2.5 Customer Perception…………………………………………………………………….16
2.6 Managerial Knowledge………………………………………………………………………..18
2.7 Managerial Perception………………………………………………………………….19
2.8 Customer Expectation…………………………………………………………………..20
2.9 Customer Loyalty...........................................................……………………….22
2.10 Customer Satisfaction…………………………………………………………………..25

Chapter 3: Model Development……………………………………………………………….28
3.1 Quality Conformance (QC) and Service Delivery (SD)………………….28
3.2 Service Delivery (SD) and Perception (P)..............………………………..29
3.3 Managerial Knowledge (K) and Managerial Perception (MP).……….30
3.4 Managerial Perception of Customer Expectation (MP) and Customer Expectation (E)………………………………………………………………………30
3.5 Customer perception (P), Customer expectation (E), Customer Loyalty (W), and Customer Satisfaction (CS)………………………………..31

Chapter 4: Numerical Example………………………………………………………..33
4.1 Quality Conformance (QC) and Service Delivery SD)...…………………33
4.2 Service Delivery (SD) and Perception (P)……………………………………..33
4.3 Managerial Knowledge (MK) and Managerial Perception (MP)…34
4.4 Managerial Perception (MP) and Customer Expectation(E)…….34
4.5 Customer Perception (P), Customer Expectation (E), Customer Loyalty (W), and Customer Satisfaction (CS)…………………….…………………………….34

Chapter 5: Conclusion……………………………………………………………………….37
5.1 Discussion……………………………………………………………………………………37
5.2 Future Research…………………………………………………………………………..40

Reference................................................................................................41


List of Figures
Figure 1 the research structure
………………………………………5
Figure 2 SERVQUAL Model…………………………………………….7


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