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    Title: 大大鞋業內部顧客滿意度調查研究
    Customer Satisfaction Research - Ta-Ta Shoes
    Authors: 周怡君
    Chou, I-Chun
    Contributors: 楊素芬
    Yang, Su-Fun
    周怡君
    Chou, I-Chun
    Keywords: 顧客滿意度
    品質
    鞋業
    Customer satisfaction
    Quality
    Shoes
    Date: 1996
    Issue Date: 2016-04-28 11:48:42 (UTC+8)
    Abstract: 顧客滿意已成為消費市場的主流與趨勢,能夠真正落實顧客滿意經營的企業才能贏得忠誠的顧客,在競爭激烈的市場中佔有一席之地.
    Reference: 1、天下編譯部譯(1993) `Peters,Thomas J. & Waterman,Jr. Robert H.合著,追求卓越:美國傑出企業成功的秘訣( In search of
    excellence : lessons From America`s best-run companies),天下文化出版社。
    2 、合作金庫調查研究室編印(1992) ,台灣製鞋工業之現況與反望,產業經濟第126期,頁27-41 。
    3 、李福氏(1994) ,銀行業服務品質之探討━兼論一般顧客選擇往來銀行之決定因素,成功大學企業管理研究所未出版之碩士論
    文。
    4 、吳萬益(1995),醫院服務品質、服務過程與服務結果之認知差異:台南地區三家教學醫院之實証研究,第一屆服務業管理研討
    會。
    5 、吳鄭重譯( 1994) , Juran 著,裘蘭品質領導手冊(Juran on leadership for quality) ,中因生產力中心出版。
    6 、林公孚(1995),追求卓越品質,中華民國品質管制學會印行。
    7 、林英峰(1995),全面品質管理(TQM) ,中衛發展中心講義,1995年8月2日。
    8 、蔚騰蚊譯( 1991),績效衡量革命,世界經理文摘,Vol 58,1991年3月,頁102-116。
    9 、陳文賢和劉怡秀(1995),以授能確保全面品質管理的成功:以慈濟為例,第一屆全國品質管理研討會論文,頁313-318。
    10 、張百清編著(1994) ,顧客滿意萬歲,商周文化發行。
    11 、陳晏如(1988),銀行業服務品質之實証研究,政治大學企業管理研究所未出版之碩士論文。
    12 、黃俊英(1991),多變量分析,華泰書局出版。
    13 、賀全慶、張中樸、陳來順(1995),全方位顧客滿意徑營,品質管制月刊, 1995 年8月,頁32-34 。
    14 、楊錦洲(1996),品質是競爭的最佳策略,管理雜誌,1996 年3月,頁32-34 。
    15 、鄭光甫、韋端合著(1995),抽樣方法-理論與實務,三民書局出版。
    16 、鄭春生(1995),品質管理,三民書局出版。
    17 、劉邦宇( 1995),顧客滿意度調查實証研究━以藥局為例,政治大學統計研究所未出版之碩士論文。
    18 、蘇永盛( 1994),以顧客滿意度為途徑建立我國優良商品認證制度之研究﹒以中式餐飲業為實証,中與大學企業管理研究所未出版之碩士論文。
    19 " Behara,Ravi S. ; Fontenot,Gwen F. & Gresham Alicia, Customer satisfaction measurement and analysis using six sigma ,International Journal of Quality & Reliability Management,Vo1.12,No.3,1995,pp.9-
    18.
    20 " Bolton,Ruth N. & Drew,James H. (1991), A Multistage Model of Customers` Assessment of Service Quality and Value ,Journal of
    Consumer Research,Vol.17 ,March,1991,pp.375-384.
    21 " Broetzmann , Scott M. ; Kemp , John ; Rossano , Mathieu & Marwaha,Jay,Customer satisfaction-Lip service or management tool? ,
    Managing Service Quality, 01.5 , No.2, 1995,pp.l3-18.
    22 "Craig,Cina (1989) , Creating an Effective Customer Satisfaction program, The Journal of Business and Industrial Marketing, Vol. 4
    No.2 SummerlFall, 1989 ,pp.33-42.
    23 " Fornell , Claes (1992) , A National Customer Satisfaction Barometer:The Swedish Experience, Journal of Marketing, Vo1.56,
    January, 1992,pp.6-21.
    24 " Gordon,Pamela 1. (1993) , Customer Satisfaction Research Reaps Rewards ,Quality, Vo1.32,May,1993,pp.39-41.
    25 " Hayes , Bob E. (1992) , Measuring Cuatomer Satisfaction - Development and Use of Questionnaries ,Milwaukee, Wisconsin :
    ASQC ,1992.
    26 " Hair, Joseph F. ; Anderson, Jr. Rolph E. ; Tatham, Ronald L. & Black , William C. ( 1995 ) , Multivariate Data Analysis : With
    Readings, New Jersey: Prentice Hall, 4th ed. ,1995.
    27 " Parasnrama,A.;Zeitham1,Valarie A.& Berry,Leonard L. (1985) , A Conceptual Model of Service Quality and it`s Implications for Future Research, Journal of Marketing , fall,1985,pp.41-50.
    28 "Rosner,Benlard (1995) , Fundamentals of Biostatistics ,4th ed.,Belmont California: Duxbwy Press, 1995.
    29 "Rozwn,James (1994) , A Way to Improve Customer Satisfaction , Quality Progress,Oct., 1994,pp.67-71.
    30 " Schmenner,Roger W. &Vollmann ,Thomas E. ( 1994 ), Performance Measures:Gaps False Alarms and the Usual Suspects ,International Journal of Operation & Production Managemnent , Vol. 14 , No. 12, 1994 , pp.58-69.
    Description: 碩士
    國立政治大學
    統計學系
    83354015
    Source URI: http://thesis.lib.nccu.edu.tw/record/#B2002002794
    Data Type: thesis
    Appears in Collections:[Department of Statistics] Theses

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