摘要
本研究通过对银行服务业现有顾客样本和潜在顾客样本的比较分析发现:两种不同类型的顾客样本分析结果都显示服务互动质量和结果质量要素对顾客满意都有显著正影响,顾客满意对(重复)购买或口头传播等行为意向有积极效应。物理环境质量对顾客满意的显著影响效应只是在潜在顾客样本中发现,而在现有顾客样本中并不显著。现有顾客样本的分析结果显示三方面服务质量要素对顾客满意的影响力是有显著差异的,而对于潜在顾客样本,三方面的服务质量要素对顾客满意的形成所起的作用没有显著差别。
This research is focused on investigating the relative effect of each service quality dimension such as interaction quality, outcome quality and physical environment quality on customer satisfaction between ＇existing customers and potential customers. The results show that each service quality dimension has a significant effect on customer satisfaction for two customers group, with the exception of an insignificant impact of physical environment quality for existing customers. For existing customers, the relative importance of service quality dimensions on customer satisfaction has significant differences, but these differences have not been found in potential customers group.
出处
《商业经济与管理》
CSSCI
北大核心
2006年第3期60-67,共8页
Journal of Business Economics
关键词
服务质量
顾客满意
潜在顾客
现有顾客
service quality
customer satisfaction
existing customer
potential customer
