感知服务质量与顾客满意、行为意愿的关系研究——基于

浙江大学硕士学位论文感知服务质量与顾客满意、行为意愿的关系研究——基于国有商业银行的研究姓名：杜雪芳申请学位级别：硕士专业：技术经济及管理指导教师：宝贡敏20060401感知服务质量与顾客满意、行为意愿的关系研究——基于国有商业银行的研究作者：杜雪芳学位授予单位：浙江大学被引用次数：4次参考文献(115条)1.AndersonEW.SullivanMWTheantecedentsandconsequencesofcustomersatisfactionforfirms1993(02)2.BabakusE.BoilerGWAnempiricalassessmentoftheSERVQUALscale1992(03)3.BahiaK.NantelJAreliableandvalidmeasurementscalefortheperceivedservicequalityofbanks2000(02)4.BakerDA.CrompoonJLQuality,satisfactionandbehavioralintention2000(03)5.BeardenWO.TeelJESelecteddeterminantsofconsumersatisfactionandcomplaintreports1983(01)6.BitnerMJEvaluatingserviceencounters:Theeffectsofphysicalsurroundingsandemployeeresponses1990(02)7.BoltonR.DrewJHAmultistagemodelofconsumers'assessmentsofservicequalityandvalue1991(03)8.BouJC.CamisonZC.EscringTAMeasuringtherelationshipbetweenfirmperceivedqualityandcustomersatisfactionanditsinfluenceonpurchaseintention2001(06)9.BouldingW.KalraA.StaelinRADynamicmodelofservicequality:Fromexpectationstobehavioralintentions1993(01)10.BradyMK.CroninJJSomenewthoughtsonconceptualizingperceivedservicequality:Ahierarchicalapproach2001(07)11.BradyMK.CroninJJ.BrandRRPerformance-onlymeasurementofservicequality:Areplicationandextension2002(01)12.BrownTJ.ChurchillGA.PeterJPImprovingthemeasurementofServiceQuality1993(01)13.CarmanJMConsumerperceptionsofservicequality:AnassessmentoftheSERVQUALdimensions1990(01)14.ChenCCResearchoncustomersatisfaction:TaketheloanmarketoftheTaiwaneseRegionasanexample2006(01)15.ChiuHCAstudyonthecognitiveandaffectivecomponentsofservicequality2002(02)16.ChowdharyN.PrakashMServicequality:Revisitingthetwofactorstheory2005(01)17.ChurchillGA.SurprenontCAninvestigationintothedeterminantofcustomersatisfaction1982(11)18.CroninJJ.TaylorASMeasuringServiceQuality:AReexaminationandExtension1992(07)19.CroninJJ.TaylorASSERVPERFversusSERVQUAL:ReconcilingPerformance-basedandPerception-Minus-ExpectationsMeasurementofServiceQuality1994(01)20.CroninJJ.BradyMK.HultTMAssessingtheeffectsofquality,value,andcustomersatisfactiononconsumerbehavioralintentionsinserviceenvironments2000(02)21.DawnI.OstromA.GraysonKDistinguishingservicequalityandcustomersatisfaction:thevoiceoftheconsumer1995(03)22.DayRLExtendingtheconceptofconsumersatisfaction1977(01)23.DevlinSJ.DongHK.BrownMSelectingascaleformeasuringquality1993(03)24.EtterJF.PernegerTVValidatingasatisfactionquestionnaireusingmultipleapproaches:Acasestudy1997(06)25.FishbeinM.ManfredoMJATheoryofBehaviorChangeininfluencinghumanbehavior:Theoryandapplicationinrecreation199226.FiskRP.YongCEDisconfirmationofequityexpectations:Effectsonconsumersatisfactionwithservices198527.Gr(o)nroosCAservicequalitymodelanditsmarketingimplication1982(04)28.Gr(o)nroosC.RavaldAThevalueconceptandrelationshipmarketing1996(02)29.HaksikL.YongkiL.DongkenYThedeterminantsofperceivedservicequalityanditsrelationshipwithsatisfaction2000(03)30.HalsteadDTheuseofcomparisonstandardsincustomerssatisfactionresearchandmanagement:Areviewandproposedtypology1999(03)31.HuangCC.YiCH.ChingYKWebsitequalityandcustomer'sbehaviouralintention:anexploratorystudyoftheroleofinformationasymmetry2005(02)32.JackieLMCustomersatisfaction,Servicequalityandperceivedvalue:Anintegrativemodel2004(08)33.JainSK.GuptaGVMeasuringservicequality:SERVQUALvs.SERPERFscale2004(02)34.JamalA.NaserKCustomersatisfactionandretailbanking:Anassessmentofsomeofthekeyantecedentsofcustomersatisfactioninretailbanking2002(04)35.JamalA.NaserKFactorsinfluencingcustomersatisfactionintheretailbankingsectorinPakistan2003(02)36.JamesMCConsumerperceptionsofservicequality:AnassessmentoftheSERVQUALdimensions1990(01)37.JamesHMMeasuringcustomersatisfaction:Ismeetingexpectationsenough1991(04)38.JayantiR.JacksonAServicesatisfaction:Anexploratoryinvestigationofthreemodels199139.JohnstonRIdentifyingthecriticaldeterminantsofservicequalityinretailbanking:importanceandeffect1997(05)40.KaratepeOM.YavasU.BabakusEMeasuringservicequalityofbanks:Scaledevelopmentandvalidation200541.LatourSAConceptualandmethodologicalissuesinconsumersatisfactionresearch197942.LeeH.LeeY.YooDThedeterminantsofperceivedservicequalityanditsrelationshipwithsatisfaction2000(14)43.LeeMC.HwanISRelationshipamongservicequality,customersatisfactionandprofitabilityintheTaiwanesebankingindustry2005(04)44.LethinenU.LehtinenJRTwoapproachestoservicequalitydimensions1991(03)45.LevesqueT.McdougallHGDeterminantsofcustomersatisfactioninretailbanking1996(07)46.LewisBRServicequality:Aninternationalcomparisonofbankcustomer'sexpectationsandperceptions199147.LewisBR.OrledgeJ.MitchellVMServicequality:students'assessmentofbanksandbuildingsocieties1994(04)48.LiuChuMeiThemultidimensionalandhierarchicalstructureofperceivedqualityandcustomersatisfaction2005(03)49.LlusarJC.TenaCCMeasuringtherelationshipbetweenfirmperceivedqualityandcustomersatisfactionanditsinfluenceonpurchaseintension2001(06)50.MihelisG.GrigoroudisE.SsiskosYCustomersatisfactionmeasurementintheprivatebanksector[外文期刊]2001(02)51.MorrisonC.LisaJMeasuringservicequality:AreviewandcritiqueofresearchusingSERVQUAL2004(04)52.Mu