【作者】 崔明杰；

【导师】 陆娟；

【作者基本信息】 中国农业大学 ， 农业经济管理， 2005， 硕士

【摘要】 本文对服务质量的研究关注的是顾客体验服务质量与服务业中顾客忠诚之间的关系。主要是从顾客体验角度通过量表来测量服务质量维度和顾客忠诚维度,以及它们之间的关系。通过对银行服务业的实证分析得到的研究结论表明,顾客体验服务质量可以被区分为有形性、可靠性、响应性、保证性和移情性质量,顾客忠诚也被区分为认知性忠诚、态度性忠诚与行为性忠诚三个层级。运用SPSS11.0软件进行的数据分析,进一步证实了体验服务质量与顾客忠诚在这些维度上具有的不同关系: (1) 体验服务质量中除了可靠性质量变量外,有形性、保证性、响应性和移情性质量变量均对认知性忠诚有显著的影响; (3) 体验服务质量中除了有形性质量变量外,可靠性、响应性、保证性、移情性均对态度性忠诚有显著的直接影响; (4) 体验服务质量中只有响应性质量变量对行为性忠诚有着显著的直接影响。更多还原

【Abstract】 The research has focused on the relationship between customers experienced service quality and service customer loyalty. It focuses on a scale for measuring service dimensions and service loyalty dimensions and the relationship between dimensions of customer experienced service quality and customer loyalty in this dissertation. The result of an empirical study in banking service in Beijing district suggests that five dimensions of service quality can be identified: tangible quality, reliability quality, response quality, assurance quality and empathy quality, and dimensions of service loyalty: cognitive loyalty, attitude loyalty and behavioral loyalty. Further analysis by using spss11.o software has showed the different relationship between service quality dimension and customer loyalty dimension on banking service:(1) The quality invariables of tangible, response, assurance and empathy have positive impact on cognitive loyalty;(2) The quality invariables of reliability, response, assurance and empathy have positive impact on attitude loyalty;(3) It is only responsive quality in customer experience service quality has positive impact on behavioral loyalty.更多还原