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ID:36518122
大小:578.92 KB
页数:141页
时间:2019-05-11
《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》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
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,
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