一、中文部份
1. 王克捷(1987) 。品質的歷史觀¾五位大師的理論演化。生產力雜誌,378 期,91-98 頁。
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4. 吳明隆,涂金堂(2005) 。SPSS與統計應用分析第二版。台北: 五南圖書公司。
5. 吳明隆(2003)。SPSS統計應用學習實務:問卷分析與應用統計。台北:知城數位科技。
6. 余民寧(2002)。教育測驗與評量:成就測驗與教學評量(第二版)。台北:心理。
7. 周碩樑(1999)。高級工業職業學校服務品質內涵建構與實證調查研究。國立台灣師範大學教育研究所未出版碩士論文。8. 林陽助、葉華容(2003)。顧客關係、服務品質流程、服務品質與顧客忠誠度之互動性研究-以網路購物為例。東吳經濟商學學報,40:41-70。9. 林傑斌、陳湘、劉明德(2002) 。SPSS11 統計分析實務設計寶典。台北:博碩文化公司。
10. 洪順慶(1999) 。行銷管理(初版)。台北:新陸出版社。
11. 楊錦洲(2002) 。服務業品質管理。台北:品質學會。
12. 呂崇銘(2006) 。銀行保險服務品質與顧客購後行為意圖之研究。朝陽科技大學保險金融管理研究所碩士論文。13. 呂執中、田墨忠(2001)。國際品質管理-ISO 9001:2000-品管系統之建立與稽核。台北:新陸書局。
14. 翁崇雄(1996)。消費者對銀行認知服務之研究。基層金融,32 期,89-115 頁。15. 郭生玉(1988) 。心理與教育測驗。台北:精華書局。
16. 陳姿穎(2007)。行銷人員與消費者對服務品質認知差異性研究-以台中市某人壽保險公司為例。朝陽科技大學保險金融管理研究所碩士論文。17. 陳建勝、呂兆文、陳美菁、朱瑞淵、呂明哲(2007) 。統計學:商業與管理的應用。台北:智勝文化公司。
18. 陳啟光、蔡政和、李元墩(2000)。高等教育行政服務品質衡量之研究。長榮學報,第4 卷,第1 期,第 15-32頁。19. 陳耀茂(1997) 。服務品質管理手冊。台北市:遠流出版社。
20. 黃俊英(2000)。多變量分析第七版。華泰書局。
21. 黃承昱(1996) 。大專院校學生教育滿意度─以銘傳管理學院為例。銘傳管理學院科學研究所未出版碩士論文。22. 游惠光(2006) 。壽險業組織文化、經營策略、工作滿足對組織績效之相關研究─以中部壽險業者為例。朝陽科技大學保險金融管理研究所碩士論文。23. 葉澤菁(2000) 。壽險業經營績效衡量指標之研究。逢甲大學保險學研究所碩士論文。24. 劉漢容(1996) 。品質管制。台北市:勝凱企業管理顧問有限公司。
25. 蔡政和(1998) 。高等教育行政服務品質衡量模式之建構─以元智大學為例。元智大學工業工程研究所未出版碩士論文。26. Nigel Slack, Stuart Chambers, ristine Harland, an Harrison和Robert Johnston(1998)。生產與作業管理(李茂興、黃敏裕和蔡宏明等譯)。台北市:弘智文化事業。(原著出版年:1990)
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