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題名 | 服務品質衡量模式實證研究之探討=A Survey on the Evolution of the Literature of Measuring Service Quality |
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作 者 | 楊淑惠; 蘇雲華; | 書刊名 | 東吳經濟商學學報 |
卷期 | 19 1997.08[民86.08] |
頁次 | 頁109-137 |
分類號 | 489.1 |
關鍵詞 | 服務品質; 文獻探討; 實證研究; 衡量模式; Service quality; Literature review; Empirical study; Measuring method; |
語文 | 中文(Chinese) |
中文摘要 | 服務品質的衡量是服務行銷重要的課題之一。本論文針對如何衡量服務品質做一 般性文獻的探討。針對本論文所涵蓋的文獻,我們做了許多項目的分析,例如:資料蒐集;資 料分析;問卷結果等等。 根據分析,我們獲得以下結論:(1)近期許多文獻已包含高科技服務行銷的探討。(2)大多 數文獻的資料分析都著眼於主軸因素分析運用斜交轉軸方式、且使用LISREL。至於基本分析 構面,文獻中大多採用P.Z.B.(1988)的五因素、或原始設計的10因素構面為多。(3)實證的 結果顯示SERVQUAL模式,其信度廣受肯定。然而,也有人質疑SERVQUAL模式的構面數及效 度。(4)目前為止,尚無文獻探討或評論修正後的SERVQUAL衡量模式。(5)到底何種服務品質 的衡量模式較好,以目前來說尚無定論。因此,在服務行銷領域中服務品質衡量模式仍有研 究的空間。 |
英文摘要 | The measurement of service quality is an important issue in service marketing. This paper gives a general survey on how to measure the quality of services. For all papers included here, we analyze many items: for example, Data Collection, Data Analysis, Findings etc. According to the analysis, we have arrived at the following conclusion. (1) Many recent papers concerned with service quality measurement are dealing with the high technology service market. (2) In most cases, the data is based on Principal-axis factor analysis followed by oblique rotation, and the LISREL confirmatory is also applied. As the basis for the initial number of factors extracted, most papers adopted PZB the 5-factor dimensional structure or the original ten-factor dimensional structure. (3) The findings from the various replication studies indicate that the SERVQUAL scale possesses adequate reliability. However, some researchers still doubt the factor structure and validity induced by SERVQUAL. (4) No paper discusses or criticizes the refined SERVQUAL scale yet. (5) There is no final conclusion to determine which measurement scale is better than the others, up to date. Hence, there is still research space for measuring service quality in the service marketing field. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。