网上证券交易顾客感知e服务质量评价及顾客忠诚关系研究

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1、华中科技大学博士学位论文网上证券交易顾客感知e-服务质量评价及顾客忠诚关系研究姓名：彭焱申请学位级别：博士专业：企业管理指导教师：夏新平20061008华中科技大学博士学位论文的关键因素是什么，以及怎样更加精确地对这些因素进行评估。这样，能够制定正确的服务质量改进策略。其次，网上证券交易商应将提高服务质量的重点放在关键影响因素上，从而提高资金的利用效率，尽早产生效益。最后，网上证券交易商希望通过提高服务质量引发顾客的忠诚行为时，必须同时考虑顾客价值和顾客满意两个因素，以整合的思维来制定策略。关键词：网上证券交易服务顾客感知e-服务质量e-SERVQUAL模型顾客忠诚顾客满

2、意感顾客感知价值II华中科技大学博士学位论文AbstractAmongthecurrentcorporationmanagementarticles,itisstillintheearlystageregardinge-servicequality.Itisfarmorelaggardthanthee-bussinessdevelopment.Theresearchesinthisareacannotmeettherequirementsofpractitioners.Moreover,inthee-servicequalityresearcharea,scholarsb

3、othdomesticandoverseasarefocusontheonlineshoppinge-bussinessthatlinkswithproducts.Therearefewresearchesfocusingonthepureserviceindustrysuchasthefinancialserviceindustry.Therefore,thisstudyisgoingtofocusontheonlinesecuritesbrokerageindustrytoexplorethekeydominantdimensionsofcustomerperceiv

4、ede-servicequalityandtoprovideevidencesforonlinebroker’sdecisionmaking.Meanwhile,thisstudyisgoingtoexplorerelationshipsamongcustomerperceivede-servicequality,customerperceivedvalue,customersatisfactionandcustomerloyalty.Itishopedthatthestudycanprovidetheacademicguidefor.onlinebrokertoenha

5、ncetheformingofloyalcostomerandimprovingthecompetence.Thisstudyhasthreemainresearchquestions:thefirstistoexplorethemaindeterminantsofcustomerperceicede-servicequality,andtoanalysetheireffectsonthee-servicequality.Thesecondistoexploreeffectsofthedemographicvariablesonthecustomerperceivede-

6、servicequality.Thethirdistoexploretherelationshipsamongcustomerperceicede-servciequality,customersatisfaction,customerperceivedvalueandcustomerloyaltyandtogetthemechanismofcustomerperceivede-servicequalityeffectingoncustomerloyalty.Anonlinesurveymethodwasemployedtocollecttheprimarydataint

7、hisstudy.Through9daysonlinesurvey208qualifiedsampleswereobtainedwiththehelpofCZ318.comandTXconsultingcompany.Pearsoncorrelationtests,ANOVAandMultipleregressionanalyseswereusedtogetfourresults.1)Thestudysupportedthatthesevene-SERVQUALdimensions–tangibles,reliability,