進階搜尋


   電子論文尚未授權公開,紙本請查館藏目錄
(※如查詢不到或館藏狀況顯示「閉架不公開」,表示該本論文不在書庫,無法取用。)
系統識別號 U0026-0812200914145834
論文名稱(中文) The Impact of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty for Telecommunication Service Providers in Indonesia
論文名稱(英文) The Impact of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty for Telecommunication Service Providers in Indonesia
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士班
系所名稱(英) Institute of International Management (IIMBA--Master)
學年度 96
學期 2
出版年 97
研究生(中文) 韓斯蒂
研究生(英文) Hesti Novianti
電子信箱 stea30@gmail.com
學號 rc695772
學位類別 碩士
語文別 英文
論文頁數 128頁
口試委員 口試委員-吳萬益
口試委員-耿伯文
口試委員-李再長
指導教授-林清河
中文關鍵字 none 
英文關鍵字 Customer value  Service quality  Mobile services  Corporate image  Customer satisfaction  Switching cost and Customer loyalty 
學科別分類
中文摘要 none
英文摘要 This research aims to examine mobile customer’s perception of service quality, customer value, customer satisfaction, corporate image, switching cost and customer loyalty. An empirical investigation of the relationships between service quality, customer value, corporate image, customer satisfaction, switching cost and customer loyalty was conducted based on a structural equation modeling (SEM) approach.
The results found that service quality, customer value and switching cost have positive influence on customer satisfaction. In addition, result also indicated the impact of customer satisfaction; customer value and switching cost have positive influence on customer loyalty. This study investigates how customer satisfaction and switching cost influence customer loyalty. The adjustment effect of switching cost on customer satisfaction and customer loyalty is also analyzed. These findings provide valuable information for mobile service operators to increase the number of customers and customer loyalty by improving service quality, customer value, corporate image and customer satisfaction.
論文目次 ACKNOWLEDGEMENTS I
ABSTRACT II
TABLE OF CONTENTS III
LIST OF TABLES VII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation 1
1.2 Research Objectives 10
1.3 Scope of the study 10
1.4 The Organization of the Study 12
CHAPTER TWO LITERATURE REVIEW 14
2.1 Definition of Constructs 14
2.1.1 Service Quality 14
2.1.2 Customer Value 17
2.1.3 Customer Satisfaction 21
2.1.4 Corporate Image 23
2.1.5 Switching Cost 25
2.1.6 Customer Loyalty 27
2.2 Hypotheses Development 28
2.2.1 Relationship between Service Quality and Customer Value 28
2.2.2 Relationship between Service Quality and Customer Satisfaction 30
2.2.3 Relationship between Service Quality and Corporate Image 31
2.2.4 Relationship between Customer Value and Customer Satisfaction 32
2.2.5 Relationship between Corporate Image and Customer Satisfaction 33
2.2.6 Relationship between Customer Value and Customer Loyalty 34
2.2.7 Relationship between Customer Satisfaction and Customer Loyalty 35
2.2.8 Relationship between Switching Cost and CustomerSatisfaction 36
2.2.9 Relationship between Customer Value and Switching Cost 38
2.2.10 Relationship between Switching Cost and Customer loyalty 39
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 40
3.1 Research Method 40
3.2 Conceptual Model and Research Hypothesis 41
3.3 Construct Measurement 41
3.3.1 Service Quality 42
3.3.2 Customer Value 43
3.3.3 Customer Satisfaction 44
3.3.4 Corporate Image 45
3.3.5 Switching Cost 45
3.3.6 Customer Loyalty 46
3.4 Hypothesis to Be Tested 47
3.5 Questionnnaire Design 48
3.6 Sampling Plan 49
3.7 Data Analysis Procedure 49
3.7.1 Descriptive Statistic Analysis 50
3.7.2 Purification dan Reliability of Measurement Variables 50
3.7.3 Differences Research Variables among Group 51
CHAPTER FOUR GENERAL FINDINGS AND EMPIRICAL RESULTS 53
4.1 Descriptive Analysis 53
4.1.1 Data Collection 53
4.1.2 Characteristics of Respondents 54
4.1.3 Measurement Results for Service Quality, Customer Value, Corporate Image, Customer Satisfaction, Switching Cost and Customer Loyalty 55
4.2 Factor Analysis and Reliability Test 60
4.2.1 Service Quality 61
4.2.2 Customer Value 64
4.2.3 Corporate Image 66
4.2.4 Customer Satisfaction 67
4.2.5 Switching Cost 68
4.2.6 Customer Loyalty 69
4.3 The Differences in Each Construct According to Respondents’ Characteristic 70
4.3.1 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Gender 70
4.3.2 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Status.. 71
4.4 Analysis of variance (ANOVA) 73
4.4.1 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Age….. 73
4.4.2 The Differences of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty among the Respondents’ Income Level 74
4.5 Structural Equation Modeling (SEM) 75
4.5.1 Confirmatory Factor Analysis (CFA) 78
4.5.2 Testing Full Model Using SEM 81
4.5.3 Initial Model of Service Quality, Customer Value, Customer Satisfaction, Corporate Image, Switching Cost and Customer Loyalty 82
CHAPTER FIVE CONCLUSION AND SUGGESTION 84
5.1 Research Conclusion and Discussions 84
5.2 Managerial Implication 90
5.3 Research Limitation and Future Research 93
REFERENCES 95
APPENDIXES SURVEY QUESTIONNAIRES 107
參考文獻 Abby, G., Simon, S., & Mathew, J. (1994). Service quality: Concepts and models. International Journal of Quality and Reliability Management, 11(9), 43-66

Allred, A., & Adams, H. (2000). Service quality at bank and credit unions: What do their customers say? Managing Service Quality, 10(1), 52-60

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.

Anderson, J. C., & Narus, J. A. (1999). Business market management: Understanding, creating, and delivering value: Prentice Hall.

Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management,, 9(1), 7-23.

Arora, R., & Singer, J. (2006). Customer Satisfaction and Value as Drivers of Business Success for Fine Dining Restaurants. Services Marketing Quarterly, 28(1), 89-101.

Aydin, S., & Zer, G. k. O. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.

Aydin, S., & Zer, G. k. O. (2005). National customer satisfaction indices: An implementation in Turkish mobile telephone market. Marketing Intelligence & Planning, 23(5), 486-504.

Babbie, E. (2005). The basics of social research. Belmont CA: Thomson Wadsworth

Babin, B. J., Chebat, J. C., & Michon, R. (2004). Perceived appropriateness and its effect on quality, affect and behavior. Journal of Retailing and Consumer Services, 11(5), 287-298

Bagozzi, R. P., & Youjae, Y. (1988). On the evaluation of structural equation models. Journal of Academy of Marketing Science, 16(1), 74-94.

Barich, H., & Kotler, P. (1991). A Framework for Marketing Image Management. Sloan Management Review, 32(2), 94-104.

Bei, L.-T., & Chiao, Y.-C. (2006). The determinants of customer loyalty: An analysis of intangibile factors in three service industries. IJCM, 16(3&4), 162-177.

Bejou, D., & Palmer, A. (1998). Service failure and loyalty: An exploratory empirical study of airline customers. Journal of Service Marketing, 12(1), 7-22.

Berry, L. L., ZeithamI, V. A., & Parasuraman, A. (1990). Five imperatives for improving service quality. Sloan Management Review, 31(4), 29-38.

Bettman, J., Luce, M., & Payne, J. (1998). Constructive consumer choice process. Journal of consumer Research, 25(3), 187-217

Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.

Bitner, M. J., & Hubert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. T. Rust & R. L. E. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72-94). Thousand Oaks, CA: Sage publication

Bloemer, J., Ruyter, K. d., & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276–286.

Bojanic, D. C. (1996). Consumer perceptions of price, value and satisfaction in the hotel industry: An exploratory study. Journal of Hospitality and Leisure Marketing4, 4(1), 5-22.

Bolton, R. N., & Drew, J. H. (1991). A Multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17, 375-384.

Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000). Implication of loyalty program membership and service experiences for customer retention and value. Journal of Academy of Marketing Science, 28(1), 95-108.

Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-28

Brady, M. K., & J. Joseph Cronin, J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241-251.

Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109-126.

Chaffey, D., Mayer, R., Johnston, K., & Ellis-Chadwick, F. (2006). Internet marketing: Strategy, implementation and practice (3rd ed.): London, UK: Pearson Prentice Hall.

Chandrashekaran, M., Rotte, K., Tax, S. S., & Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research, XLIV 153–163.

Chen, Z., & Dubinsky, A. (2003). A conceptual model of perceived customer value in ecommerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347

Choi, K.-S., Lee, H., Kim, C., & Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: Comparison across gender, age and types of service. The Journal of Services Marketing, 19(3), 140.

Churchill, G. A. (1995). Marketing research methodological foundation (sixth ed.). Orlando: The Dryden Press

Cleopatra, V., Sofia, D., & Antonia, D. (2004). Are the determinants of bank loyalty brand specific? Journal of Financial Services Marketing, 9(2), 113-138

Cronin, J. J., Brady, M., Brand, R., Hightower, R., & Shemwell, D. (1997). A cross-sectional test of the effect of conceptualization of service value. Journal Service Marketing, 11(6), 375-391

Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218

Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68

Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework Journal of the Academy of Marketing Science, 22, 99-113.

Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research 28, 307-319.

Donalds, R. C., & Pamela, S. S. (2003). Business research methods. In Operation and decision sciences (International edition, eight ed.). New York: McGraw-Hill

Duncan, E., & Elliot, G. (2002). Customer service quality and financial performance among Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41

Edvardsson, B., Thomasson, B., & Ovretveit, J. (1994). Quality of service: Making it really work. In B. D. UMIST (Ed.): McGraw-Hill

Egan, J., & Michael, J. H. (2005). Relationship marketing. In S. l. i. b. a. management (Ed.), A broad Church: Conceptual ad theorical developments in relationship marketing (Vol. 1, pp. 293-309). London: Sage Publication

Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? . Journal of Business and Industrial Marketing, 17(2/3), 107-118.

Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality satisfaction and retention: An exploratory study. Journal of Business Research, 46(2), 121-132

Eshghi, A., Haughton, D., & Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy 31, 93–106.

Flint, J., Thomas, K., Micklem, G., Raynham, H., Clark, K., Doggett, N. A., et al. (1997). The relationship between chromosome structure and function at a human telomeric region. Nature Genetics, 15, 252 - 257.

Florence, D., Sylvie, L., & Chiara, O. (2006). Words, words, mere words? An analysis of services customers' perception of evaluative concepts. The Quality Management Journal, 13(2), 46-58

Fornell, C. (1991). A national customer satisfaction index. Paper presented at the AMA/ASQC: Customer satisfaction and quality measurement conference, Washington, D.C.

Fornell, C. (1992). A national customer satisfaction barometer. Journal of Marketing, 56(1), 6-12.

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.

Fullerton, G., & Taylor, S. (2002). Mediating, interactive and non-linear effects in service quality and satisfaction with services research. Canadian Journal of Administrative Sciences, 19(2), 124-136

Fullerton, H. S. (1998). Duopoly and competition: The case of American cellular telephone. Telecommunication Policy, 22(7), 596-607

Gale, B. T. (1994). Managing customer value: Creating quality and service that customers can see. New York: Free Press.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy 25, 249-269.

Gi-Du, K., & Jeffrey, J. (2004). Service quality dimensions: An examination of Gronroos's service quality model. Managing Service Quality, 14(4), 266-277

Golob, T. F. (2003). Structural equation modeling for travel behavior research. Transportation Research Part B, 37(1), 1-25

Goncalves, K. P. (1998). Server marketing: A strategic approach. New Jersey: Prentice-Hall, Saddle River

Goodstein, L. D., & Howard E. Butz, J. (1998). Customer value: The linchpin organizational change. Organizational Dynamics, 21-33.

Grewal, D., R, K., & Sharma, A. (1999). Value-based marketing strategies. Paper presented at the annual conference of the Academy of Marketing Science.

Gronroos, C. (1990). Managing total market communication and image. Lexington, Mass: Lexington Books

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.

Gruen, T.W. and Ferguson, J.M. (1994), “Using membership as a marketing tool: issues and applications”, in Sheth, J.N. and Parvatiyar, A. (Eds), Research Conference Proceedings Relationship Marketing: Theory, Methods and Applications, Emory University, Atlanta, GA

Guerin, B. (2007). Indonesian telecoms boom lures neighbors. Asia Times.

Guiltinan, J. P. (1989). A Classification of switching costs with implications for relationship marketing. Marketing Theory and Practice, 216-220.

Gummesson, E. (1995). Relationship marketing; Its role in the service economy,” in understanding services management. New York: John Wiley.

Gummesson, E. (1996). Relationship marketing and imaginary organizations: A synthesis. European Journal of Marketing, 30(2), 31-44.

Hair, J. F. J., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate date analysis (International Edition, Fifth ed.). New Jersey: Prentice-Hall

Hair, J. F. J., Anderson, R. E., Tatham, R. L., & Black, W. C. (2006). Multivariate date analysis (International Edition, Sixth ed.). New Jersey: Prentice-Hall

Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27-42.

Hans, B., & Christain, H. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International journal of Research in Marketing, 13(1996), 139-161

Heide, J. B., & Weiss, A. M. (1995). Vendor consideration and switching behavior for buyers in high-technology markets. Journal of Marketing, 59(3), 30-43.

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762.

Heskett, J., Jones, T., Loveman, G., Sasser, W., & Schlesinger, L. A. (1997a). The Service Profit Chain. New York.

Hildebrandt, L. (1998). Store image and the prediction of performance in retailing Journal of Business Research 17, 91 – 100.

Homburg, C., Koschate, N., & Hoyer, W. D. (2005). Do satisfaction really pay more? A study of the relationship between customer satisfaction and willingness to pay. Journal of Marketing, 69(2), 84-96

Homburg, C., & Zellmer-Bruhn, M. (1998). Kundenbindungsmanagement: Eine einfuK hrung in die theoretischen and praktischen problemstellungen (In M. Bruhn, & C. Homburg ed.): Handbuch Kundenbindungsmanagement, Wiesbaden: Gabler.

Ibanez, V. A., Hartmann, P., & Calvo, P. Z. (2006). Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs. The Service Industries Journal, 26(6), 633–650.

Iyengar, R., Ansari, A., & Gupta, S. (2007). A Model of Consumer Learning for Service Quality and Usage. Journal of marketing Reasearch, 44.

Jackson, B. B. (1985). Build customer relationships that last (Vol. 63): Harvard Business Review.

Jayanti, R., & Ghosh, A. (1996). Service value determination: An integrative perspective. Journal of Hospitality and Leisure Marketing, 34(4), 5–25.

Johnson, M. D., Gustafsson, A., & Andreassen, T. W. (2001). The evolution and future of national customer satisfaction index model. Journal of Economy Psychology, 22(2), 217-245.

Jones, M. A., Motherbaugh, D. L., & Beatty, S. E. (2002). Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes. Journal of Business Research, 55(6), 441-450.

Jones, T., & Sasser, E. (1995). Customer switching behavior in service industries: an exploratory study. Journal of Marketing, 59, 71-82.

Joo, J. (2007). An empirical study on the relationship between customer value and repurchase intention in Korean internet shopping malls Journal of Computer Information Systems, 53.

Kaplan, R. S., & Norton, D. P. (1996). The ballance scorecard: Translating strategy in action: Massachusetts: Harvard Business School Press.

Kassim, N. M., & Souiden, N. (2007). Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3), 217 – 228.

Keller, K. L. (1993). The Effects Of Corporate Branding Strategies On Brand Equity. Advances in Consumer Research, 20, 27.

Kim, M.-K., Park, M.-C., & Jeong, D.-H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy 28(2), 145–159.

Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business to business service context. Academy of Marketing Science. Journal, 32(3), 293.

Lee, S. (2007). Indonesian mobile market overview & 2007-2010 forecast.

Lewis, P. E. (2002). The psychology affecting loyalty of electricity and gas customers. The Global Energy Marketing Conference in University of Vaasa, Finland,.

Lim, H., Widdows, R., & Park, J. (2006). M-loyalty: Winning strategies for mobile carriers. Journal of Consumer Marketing, 23(4), 208–218.

Liu, A. H. (2006). Customer value and switching costs in business services: Developing exit barriers through strategic value management. Journal of Business & Industrial Marketing, 21(1), 30-37.

Lovelock, C. (2000). Service marketing (4th ed.). New York: Prentice-Hall

Lu, C.-S., Lai, K.-h., & Cheng, T. C. E. (2006). Application of structural equation modeling to evaluation the intentions of shippers to use Internet services in liner shipping. European Journal of Operational Research, 180(2007), 845-867

Lysonski, S., Durvasula, S., & Zatos, Y. (1996). Consumer Decision-Making Styles: A Multi-Country Investigation. European Journal of Marketing, 30(12), 10-21.

MacInnis, D. J., & Price, L. L. (1987). The role of imagery in information processing: Review and extensions. Journal of Consumer Research, 13(4), 473-491

Malai, V., & Speece, M. (2005a). Cultural Impact on the relationship among perceived service quality, brand name value, and customer loyalty. Journal of International Consumer Marketing, 17(4), 7-35.

Malai, V., & Speece, M. (2005b). Cultural impact on the relationship among perceived service quality, brand name value, and customer loyalty. Journal of International Consumer Marketing, 17(4).

Masokin, M. (2000). Foreign suppliers posing strong threat to Austrian I&C utilities. 2007, from http://www.energyforum.net/feature/feat146.shtml

Mattila, V. V. (2003). Semantic analysis of speech quality in mobile communications: descriptive language development and mapping to acceptability. Food quality and Preference, 14, 441–453.

McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.

McKinsey, Q. (2004). Mobile’s dissatisfied customers. Retrieved 15th October, 2007, from www.mckinseyquarterly.com/article_print.aspx?L2=22&L3=77&ar=1425

Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142.

Narayandas. (1996). SaleSoft Inc. . Boston, MA: Harvard Business School.

Naumann, E. (1995). Creating Customer Value: The path to sustainable competitive advantage. Ohio: Thomson Executive Press.

Nguyen, N. (2006). The collective impact of service workers and servicescape on the corporate image formation. Hospitality Management 25, 227–244.

Nguyen, N., & LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: an investigation in financial services. International Journal of Bank Marketing, 16(2), 52–65.

Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers' retention decisions in services. Journal of Retailing and Consumer Services, 8, 227-236.

Nitin, S., Deshmukh, S. G., & Prem, V. (2005). Service quality models: A review. International Journal of Quality and Reliability Management, 22(9), 913-949

O'Brien, L., & Jones, C. (1995). Do rewards really create loyalty? Harvard Business Review, 70(3), 75–82.

Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management 18, 67-82.

Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction. Journal of Consumer Research, 20(3), 451-466.

Oliver, R. L. (1997). Satisfaction: A behavioral respective on the consumer. New York: McGraw-Hill

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(1), 33-44.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(000004), 41-50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-36.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 193-199.

Park, J. W., Robertson, R., & Wu, C. L. (2004). The effect of airline service quality on passengers' behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6), 435-439

Ping, Robert A. 1995. A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables. Journal of Marketing Research 32 (8), 336-347.

Priandoro, A. (2007). Rangking perusahaan telekomunikasi di Indonesia. from http://priandoyo.wordpress.com/2007/10/08/rangking-perusahaan-telekomunikasi-di-indonesia-versi-lifeauditor/

Pura, M. (2005). Linking perceived value and loyalty in location based mobile services. Managing Service Quality, 15(6), 509-538

Putra, B. (2006). GSM in Indonesia. Retrieved 15th, 2007, from http://planetinternet.wordpress.com/telco-in-asia/gsm-operators-in-indonesia/

Ramaswamy, R. (1996). Design and management of service processes: Keeping customers for life. : Massachusetts: Addison-Wesley.

Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research 60 (2007) 60, 21–31.

Ravald, A., & Gronroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30

Reichheld, F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64-73.

Reisinger, Y., & Turner, L. (1999). Structural equation modeling with Lisrel: Application in tourism. Tourism Management, 20(1), 71-87

Rowley, J. (1998). Quality measurement in the public sector: Some perspectives from the service quality literature. Total Quality Management, 9(2/3), 321-335

Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68, 109–127

Rust, R. T., & Oliver, R. L. (1994). Service quality: A new directions in theory and practice: Thousand Oaks, CA: Sage Publications.

Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.

Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction: An empirical test of an integrative model. Journal of Economic Psychology, 18(4), 387- 406

Samli, A. C., Kelly, J. P., & Hunt, H. K (1998). Improving the retail performance by contrasting management and customer percivedstore images: A diagnostic tool for corrective action. Journal of Business Research, 43, 27-38

Segar, A. (1997). Assessing the unidimensionality of measurement: A paradigm and illustration with the context of information systems research. Omega 25(1), 107-121

Salegna, G. J., & Goodwin, S. A. (2005). Consumer loyalty to service providers: An integrated conceptual model. Journal of Consumer Satisfaction, Dissatisfaction and Complaining behavior, 8, 151

Selnes, F. (1993). An examination of the effect of product performance brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35

Serkan, A., & Gokhan, O. (2005a). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925

Serkan, A., & Gokhan, O. (2005b). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing Intelligence and Planning, 23(1), 89-103

Shepherd, C. D. (1999). Service quality and the sales force: A tool for competitive advantage. Journal of Personal Selling and Sales Management, 19(3), 73-82

Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73±82.

Snoj, B., Korda, A. P., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. The Journal of Product and Brand Management, 13(2/3), 156-167

Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-32

Srinivas, D., Steven, L., Subhash, C. M., & Buck Peng, T. (2004). Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry. Journal of Financial Services Marketing, 8(4), 314-326

Stanka, T. P., Goldsbyb, T. J., & Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry Journal of Operations Management, 17, 429–447.

Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220

Terry, G. V. (2002). Customer satisfaction measurement simplified. The United Stated of American: American Society for Quality

Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy 30, 314–333.

Ulaga, W., & Chacour, S. (2001). Measuring customer-perceived value in business markets a prerequisite for marketing strategy development and implementation Industrial Marketing Management, 30, 525–540.

Vandermerwe, S. (2003). Customer-minded growth through services. Managing Service Quality, 13(4), 262.

Venetis, K. A., & Ghauri, P. N. (2000). The importance of service quality on customer retention: An empirical study of business service relationship. Paper presented at the Marketing in a Global Economy Proceedings.

Walker, O. C., Mullins, J., & Jr., H. W. B. (2006). Marketing strategy: A decision focused approach: New York: McGraw-Hill/Irwin.

Wang, Y., Lo, H.-P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325-340

Wathne, K. H., Biong, H., & Heide, J. B. (2001). Choice of supplier in embedded markets: relationship and marketing program effects. Journal of Marketing, 65(2), 54-66.

Watson, A., Viney, H., & Schomaker, P. (2002). Consumer attitudes to utility products: A consumer behaviour perspective. Marketing Intelligence and Planning, 20(7), 394–404.

William, J., & Kai-Chieh, H. (2003). Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area. Transportation, 30(3), 307.

Woo, K.-S., & Fock, H. K. Y. (1999). Customer satisfaction in the Hong Kong mobile phone industry. The Service Industries Journal, 19(3), 162.

Woodruff, R. (1997). Customer Value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139.

Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.

Yepes, T. (2006). Expenditure on Infrastructure in East Asia Region, 2006-2010.

Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the Academy of Marketing Science, 31(3), 229-240.

Yuille, J. C., & Catchpole, M. J. (1977). The role of imagery in models of cognition. Journal of Mental Imagery, 1(1), 171-180

ZeithamI, V. A. (1988). Consumerperception of price, quality, and value: A means. Journal of Marketing, 52(3), 2-22.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-47

Zeithaml, V. A., & Bitner, M. (2000). Service marketing: Integrating customer focus across the firm. In S. Edition (Ed.). Boston: McGraw Hill

Zins, A. H. (2001). Relative attitutes and commitment in customer loyalty models. International Journal of Service Industry Management, 12(3), 269-294.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2211-07-11起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2213-07-11起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw