综合型门户网站服务质量与顾客满意度的关系研究

综合型门户网站服务质量与顾客满意度的关系研究作者：宋冰晨学位授予单位：浙江大学参考文献(64条)1.韩蓄.张景.李军怀.张韬基于角色的个性化门户网站设计与实现[期刊论文]-计算机工程与应用2005(4)2.蒋波服务市场的顾客满意度研究[学位论文]硕士20033.李纯青.孙瑛.郭承运e-服务质量决定因素与测量模型研究[期刊论文]-运筹与管理2004(3)4.李怀祖管理研究方法论20045.李金海.陈慧.张金成服务业顾客满意概念模式回顾研究[期刊论文]-河北工业大学学报2003(5)6.李西远互联网门户网站的商业模式和价值冲突分析[期刊论文]-工业技术经济2004(4)7.彭焱.夏新平网上交易服务质量与顾客满意感的关系研究[期刊论文]-中央财经大学学报2005(2)8.宋昊公众使用视角的电子政府门户网站服务品质与满意度研究——以杭州为例[学位论文]硕士20059.魏想明服务质量差距分析及改进对策研究[期刊论文]-经济师2005(4)10.韦福祥顾客感知服务质量与顾客满意相关关系实证研究[期刊论文]-天津商学院学报2003(1)11.张屹.胡小勇.祝智庭网络教育服务质量框架研究[期刊论文]-中国电化教育2003(2)12.AladwaniAM.CPalviaDevelopingandvalidatinganinstrumentformeasuringuser-perceivedwebquality200213.BabakusE.GWBollerAnEmpiricalAssessmentoftheSERVQUALScale199214.BerryLL.VAZeithamlFiveImperativesForImprovingServiceQuality1990(04)15.BoltonRN.JHDrewAMultistageModelofCustomers'AssessmentsofServiceQualityandValue1991(04)16.ChurchillGA.CSurprenantAnInvestigationintototheDeterminantsofCustomerSatisfaction198217.CarmanJMConsumerPerceptionsofServiceQuality:AnAssessmentoftheSERVQUALDimensions1990(01)18.CohanPSNetProfit199919.CroninJJ.SATaylorMeasuringServiceQuality:AReexaminationandExtension1992(07)20.DabholkarPA.DIThorpe.JORentzAMeasureofServiceQualityforRetailStores:ScaleDevelopmentandValidation1996(01)21.DavisFDPerceivedUsefullness,PerceivedEaseofUse,andUserAcceptanceofInformationTechnology1989(03)22.DeLoneWH.ERMcLeanInformationSystemSuccess:TheQuestfortheDependentVariable1992(01)23.EngelJF.RDBlackwell.PWMiniardConsumerBehavior199324.FishbeinM.IAjzenBelief,Attitude,IntentionandBehavior:AnIntroductiontoTheoryandResearch197525.FiskRP.SWBrown.MJBitnerTrackingtheEvolutionoftheServicesLiterature1993(01)26.FornellCANationalCustomerSatisfactionBarometer:TheSwedishExperience199227.GronroosCAAppliedServiceMarketingTheory198228.HempleDJConsumerSatisfactionwiththeHomeBuyingProcess:ConceptualizationandMeasurement197729.HoffmanDL.TPNovak.PChatterjeeCommercialScenariosfortheWeb:OpportunitiesandChallenges1995(03)30.HoneycuttEDJ.TBFlaherty.KBenassiMarketingindustrialproductsontheInternet1998(01)31.HowardJA.JNShethTHETheoryofBuyerBehavior196932.IgbariaMTheVirtualDrivingForcesintheVirtualSociety1999(12)33.JarvenpaaSL.PAToddConsumerReactionstoElectronicShoppingontheWorldWideWeb1997(02)34.JuranJMAUniversalApproachtoManagingforQuality198635.KanterJHaveWeForgottentheFundamentalITEnabler:EaseofUse2000(01)36.KillingJPHowtoMakeaGlobalJointVentureWork1982(03)37.KotlerMarketingManagement:Analysis,Planning,andImplementationandControl199938.LentinenJRCustomerOrientedServiceSystem198339.LewisRC.BHBoomsThemarketingaspectsofservicequality198340.LiYN.KCTan.MXieMeasuringweb-basedservicequality2002(05)41.LinCS.SWuExploringtheimpactofonlineservicequalityonportalsiteusage200242.LiuC.KPArnettExploringthefactorsassociatedwithWebsitesuccessinthecontextofelectroniccommerce200043.LynchJG.DArielyWineOnline:SearchCostsAffectCompetitiononPrice,QualityandDistribution2000(01)44.MartinWBDefiningWhatQualityServiceIsforyou?1986(04)45.OliverRLACognitiveModeloftheAntecedentsandConsequencesofSatisfactionDecision198046.OliverRLMeasurementandEvaluationofSatisfactionProcessesinRetailSettings1981(07)47.OstromA.DIacobuciiConsumerTrade-OffsandtheEvaluationofServices199548.ParasuramanA.DGrewalTheimpactoftechnologyonthequality-value-loyaltychain:aresearchagenda2000(01)49.ParasuramanA.VAZeithaml.LLBerryAConceptualModelofServiceQualityandItsImplicationsforFutureResearch1985(01)50.RichardPVCs:outtofliptheparadigm199951.RielACR.VLiljander.PJurriensExploringconsumerevaluationsofe-services:Aportalsite2001(03)52.RuyterK.JBloemer.PPascalMergingServiceQualityandServiceSatisfactionanEmpiricalTestofanIntegrativeModel199753.SasserWE.RPOlsen.DDWyckoffManagementofServiceOperation:TextandCases197854.SchwartzEIWebonomics199955.SprengRA.RDMackoyAnempiricalexaminationofamodelperceivedservicequalityandsatisfaction1996(02)56.SwanJE.IFTrawickDisconfirmationofexpectationandsatisfactionwitharetailservice1981(03)57.TeasRKExpectations,PerformanceEvaluationandCustomers'PerceptionsofQuality199358.TseDK.PCWiltonModelsofconsumersatisfactionformation:Anextension198859.VanDTP.LAKappelman.VRPrybutokMeasuringinformationsystemservicequality:concernsontheuseoftheSERVQUALquestionnaire1997(02)60.WoodrufRB.ERCadotte.RLJenkinsModelingCustomerSatisfactionProcessUsingExperience-basedNorms198361.WoodsideAG.LLFrey.RTDalyLinkingServiceQuality,CustomerSatisfaction,andBehavioralIntention1989(04)62.YangZ.MJunConsumerperceptionofe-servicequality:FromInternetpurchaserandnon-purchaserperspectives2002(01)63.YiY.LMcAlister.MLRothschildThedeterminantsofconsumersatisfaction:Themoderatingroleofambiguity199364.ZeithamlVA.LLBerry.AParasuramanCommunicationandControlProcessesintheDeliveryofServiceQuality1988相似文献(10条)1.学位论文杨晓明我国综合性门户网站服务质量评价的系统研究2006根据中国互联网信息调查中心（CNNIC）2005年7月的统计数据，我国上网用户总人数已超过1亿人，上网计算机数量超过4000万台，各类网站数量超过60万家。随着互联网的不断普及，网络已经成为人们生活、工作和学习不可缺少的伙伴。同时，各种依托于互联网相关技术的企业不断涌现出来，它们将网络技术和现代经营理念结合起来，为互联网用户不断创造新的体验，并以此获得高速的发展。在这些企业中，起步最早、使用人数最多、对网上用户影响最大就是综合性门户网站。综合性门户网站是指通向某类综合性互联网信息资源并提供有关信息服务的应用系统。伴随着互联网的发展，门户网站逐渐演变为包含多种内容