个人网上银行服务质量感知影响因素研究

大连理工大学硕士学位论文个人网上银行服务质量感知影响因素研究姓名：郑晓欢申请学位级别：硕士专业：企业管理指导教师：李弘20060601个人网上银行服务质量感知影响因素研究作者：郑晓欢学位授予单位：大连理工大学参考文献(51条)1.谢康.肖静华网上银行20002.单羽青花旗银行启动中国个人网上银行业务20033.李海洋.牛海鹏服务营销19964.EarlSasserR.PaulOlsen.DDarylWyckoffServiceManagement19785.ReganWJTheservicerevolution19636.LehtinenU.LehtinenJServicequality:astudyofqualitydimensions19837.GronroosCServicemanagementandmarketing19908.朗志正质量管理和质量体系要素第一部分:服务指南宣贯指南19959.LewisRC.BoomsBHThemarketingaspectsofservicequalityinemergingperspectivesonservicesmarketing198310.GronroosCMarketinginServiceCompanies198311.ParasuramanA.ZeithamlVA.BerryLLSERVQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofServiceQuality1988(01)12.刘向阳西方服务质量理论的发展分析及其启示[期刊论文]-科技进步与对策2003(8)13.LehtinenU.LehtinenJServiceQuality:AStudyofQualityDimensions198314.GronroosCMarketinginServiceCompanies198315.GuiryM.HutchinsonW.WeitzBAConsumers'EvaluationofRetailStoreQualityandItsInfluenceonStoreChoice199216.卢昆宏.邱妙惠服务品质衡量模式之建构2000(03)17.RFBlanchardQualityinRetailBanking1994(04)18.RustRolandT.OliverMettersRichardMathematicalmodelsofservice[外文期刊]1996(03)19.李金海.陈慧.张金成服务业顾客满意概念模式回顾研究[期刊论文]-河北工业大学学报2003(5)20.韦福祥顾客感知服务质量与顾客满意相关关系实证研究[期刊论文]-天津商学院学报2003(1)21.TomJBrown.GilbertAChurchillJr.JPaulPeterImprovingthemeasurementofservicequality1993(01)22.HaksikLee.YongkiLee.DongkeunYaoThedeterminantsofperceivedservicequalityanditsrelationshipwithsatisfaction2000(03)23.HahmJ.ChuWYoon.JWAStrategicApproachtoCustomerSatisfactionintheTelecommunicationServiceMarket199724.BradyMichaelK.CroninJrJ.JosephBrand.RichardRPerformance-onlymeasurementofservicequality:areplicationandextension2002(01)25.UeltschyLindaC.LarocheMichelTamiliaCross-culturalinvarianceofmeasuresofsatisfactionandservicequality[外文期刊]2004(08)26.袁嘉颖.刘春江企业网上银行服务质量研究及其测评体系的建立200327.CowlingA.NewmanKBankingonPeople:TQM,servicequalityandhumanresource1995(07)28.JohnstonRThedeterminantsofservicequality:satisfiersanddissatisfiers1995(05)29.KatherineTyler.EdmundStanleyUKbank-corporaterelationships:largecorporates'expectationofservice1999(04)30.KamllaBahla.JacquesNantelAreliableandvalidmeasurementscalefortheperceivedservicequalityofbanks2000(02)31.HarmenOppewal.MarcoVriensMeasuringperceivedservicequalityusingintegratedconjointexperiments2000(04)32.王世桢ISO9000与商业银行管理199933.汪纯孝.蔡浩然服务营销与服务质量管理199634.Berkley.GuptaRelationshipsbetweenITandserviceperformance1994(04)35.DabholkerIT-basedserviceandconsumers'choice1996(04)36.Sullivan.WalstromConsumerperspectivesonservicequalityofelectroniccommercewebsties2001(03)37.YNLi.KCTAN.MXieMeasuringWeb-basedservicequality[外文期刊]2002(05)38.FayeXZhu.WalterWymerJr.InjazzChenIT-basedserviceandservicequalityinconsumerbanking2002(01)39.刘华个人网上银行营销策略200440.数字时代的中国银行业:网上银行的发展与监管200441.孙森网上银行.2200442.JosephM.McClureC.JosephBServicequalityinthebankingsector:theimpactoftechnologyonservicedelivery1999(04)43.MilindSathyeAdoptionofInternetbankingbyAustralianconsumers:anempiricalinvestigation1999(07)44.ChanankaJayawardhena.PaulFoleyChangesinthebankingsector-thecaseofInternetbankingintheUK2000(01)45.MinjoonJun.ShaohanCaiThekeydeterminantsofInternetbankingservicequality:acontentanalysis2001(07)46.AnneJBroderick.SupattraVachirapornpukServicequalityinInternetbanking:theimportanceofcustomerrole2002(06)47.苏亚民现代营销学200248.小卡尔·迈克丹尼尔.罗杰·盖兹.范秀成当代市场调研200049.张文彤SPSS11统计分析教程200250.林海华.吴世农网上银行的现状分析与发展研究200151.CarlMcNanielJr.RogerGatesContemporaryMarketingResearch2000本文读者也读过(9条)1.赵菁网上银行服务质量模型研究[学位论文]20062.袁嘉颖企业网上银行服务质量研究及其测评体系的建立[学位论文]20043.徐俊.俞炯.XUJun.YUJiong银行服务质量评价体系的制定与数据分析[期刊论文]-中国管理信息化2008,11(19)4.谭晓丽基于顾客感知的银行服务质量测量研究[学位论文]20085.秦洪丹个人网上银行服务品质与顾客忠诚研究[学位论文]20076.曹文考问银行服务质量四大行谁最优[期刊论文]-卓越理财2005(9)7.张爱莉.葛向东.ZhangAili.GeXiangdong我国个人网上银行服务质量关键影响因素探析[期刊论文]-情报杂志2010,29(3)8.王春浅谈网上银行服务质量——以中国工商银行网上银行为例[期刊论文]-商场现代化2007(36)9.张巍.张金成.张灏.ZhangWei.ZhangJinchen.ZhangHao寻找网上银行电子服务质量关键维度之方法研究[期刊论文]-现代财经－天津财经大学学报2007,27(10)本文链接：