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標題: A service quality measurement derived from the theory of needs
作者: Chiu, H.C.
Lin, N.P.
關鍵字: confirmatory factor-analysis;consumer perceptions;conceptual-model;fit indexes;dimensions;scale;trust
Project: Service Industries Journal
期刊/報告no:: Service Industries Journal, Volume 24, Issue 1, Page(s) 187-204.
A literature review has indicated that a majority of researchers tend to define quality as meeting customers' needs. This study therefore attempts to develop a new service quality instrument called SQ-NEED based on Maslow's theory of needs. The results from the empirical analysis suggest that the SQ-NEED not only has a sound theoretical basis, but also possesses a reasonable reliability and validity. Moreover, there is significant evidence to show that SQ-NEED performs better in this study than SERVQUAL for services directed at people and providing intangible actions.
ISSN: 0264-2069
DOI: 10.1080/02642060412331301202
Appears in Collections:期刊論文

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