期刊刊名：南開學報 　 卷期：16卷2期

篇名出版日期：2019年12月1日

作者：張永佶,安雅文,陳可杰,Yung-Chi Chang, Amarzaya Nasanjarga, Ko-Chieh Chen

語言：English

關鍵字：Mongolian banking industry, CS, SQ, SERVQUAL,蒙古銀行產業,顧客滿意度,服務品質,SERVQUAL

被點閱次數：4次

閱讀時間：105sec

摘要：
Though many studies have explored the relationships among service quality (SQ), customer satisfaction (CS), and customer loyalty (CL), few studies exploring them in the banking industry in Mongolia, a context can be characterized as an infant service industry and different from the context applied in other research. This study tried to have an empirical test on the relationships of the above three constructs with the data from Mongolia and formed SQ as a reflective-formative second-order construct to keep SQ as an overall abstraction of the complete five dimensions that should be contained in the SERVQUAL model. PLS-SEM was applied to analyze the data of 250 respondents from three major commercial banks in Ulaanbaatar, Mongolia. The results confirmed the positive impact of SQ. Then the mediating function of CS is also supported. Finally, the results of IPMA of CL revealed the higher effects but lower performances from empathy and responsiveness. Consequently, this study extends the knowledge of service management to an infant service market like the banking industry in Mongolia.

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