期刊文献+

服务质量与顾客满意:基于银行业的实证研究 被引量:11

下载PDF
导出
摘要 本文运用来自我国银行业的数据,采用逐步线性回归方法,验证了顾客满意与服务质量之间的因果关系。实证研究结果表明,服务质量的三个构成维度,依其对顾客满意影响大小,依次为关系维度、核心维度、有形维度,与顾客满意之间均存在很强的线性相关关系。因此,企业应致力于实施系统的服务质量管理规划,以增进顾客满意,提升竞争优势。
作者 张雪兰
出处 《统计与决策》 CSSCI 北大核心 2005年第10X期109-112,共4页 Statistics & Decision
  • 相关文献

参考文献8

  • 1Anderson, E.W. and Fornell, C.Foundations of the American customer satisfaction index[J].Total Quality Management, 2002,11,(7): 869-882.
  • 2Anderson, Eugene W. and Vikas Mittal.Strengthening lhe Satisfaction-Profit Chain[J].Journal of Service Research,2000,3 (2):107- 120.
  • 3Anderson, Eugene W., Claes Fomell, and Donald R. Lehmann . Customer Satisfaction, Market Share, and Profitability: Findings from Sweden[J].Joumal of Marketing,1994,58(3):53-66.
  • 4Anderson, Eugene W,, Claes Fornell, and Roland T. Rust.Cu- tomer Satisfaction, Productivity, and Profitability: Differences Be- tween Goods and Services [J].Marketing Science,199716 (2):129- 145.
  • 5Levesque, T.& McDougall, G.H.G.Determinants of c11stomer satisfaction in retail banking [J].International Journal of Bank Marketing,1996,14(7):12-20.
  • 6Sureshchandar, G.S., Chandrasekharan Rajendran & Anantbaraman, R.N.The relationship between service quality and customer satisfaetion-a factor specific approach [J].The Journal of Services Marketing.2002,16(4): 363-377.
  • 7Talyer, S.A. & Baker, T.L.An assessment of the relationship between service quality and customer satisfaction in the formation of consumer's purchase intentions[J]. Journal of Retailing, 1994, 70,(2): 163-78.
  • 8Wakefield, K.L. and Blodgett, J.G.Customer response to intangible and tangible service faetors[J].Psychology and Marketing, 1999,16 (1):51-68.

同被引文献55

引证文献11

二级引证文献21

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部