期刊刊名：修平學報 　 卷期：25期

篇名出版日期：2012年9月1日

作者：林晉照,張燦明,郭再添,Chin-chao Lin,Tsan-ming Chang,Tzay-tein Guo

語言：English

關鍵字：Service Quality, Exploratory Factor Analysis, Confirmatory Factor Analysis, Structural Equation Models, Supermarkets, 服務品質,探索性因素分析,驗證性因素分析,結構方程模型, 生鮮超市

被點閱次數：6次

閱讀時間：1152sec

摘要：
Perceived service quality was viewed as the degree and direction ofdiscrepancy between consumers’ perceptions and expectations. However, the existing procedure of data collection is less desirable because respondents attempt to recall theirexpectationsafter receiving service instead of before receiving service. Thisstudy introduce a two-stage service quality diagnosis model for re-exploring the gap between consumers’ perceptions and expectations with a more reliable data collection method.Based on analysis results, gaps are further classified into three categories: ideal quality, unacceptable quality, and dynamic satisfactory quality.Aservice sector of a supermarket is selected for validating the proposed model with structural equation models. The proposed diagnosis model serves as a business diagnosis, which can effectively assist practitioners in discovering current service quality problems and provide solutions to problems or strategies for continuous improvement.

　　　　　[全文下載]