一、中文參考文獻
丁兆庭(2008)。 內部服務品質, 員工滿意度與服務行為關係之研究--以中國信託商業銀行總務部為例。 臺北大學企業管理學系學位論文。
司徒達賢(2005)。策略管理新論。台北市:智勝出版社。
石川馨(1982)。日本式品質管制 (鍾朝嵩譯)。中壢市: 先鋒企業管理發展中心。
余日新、梁家隆、陳厚銘(2000)。廠商如何經由國外夥伴之技術合作提升企業技術能力─以台灣資訊電子廠商為例。管理學報,17(2),297-319。
吳婉寧(2011)。 企業形象、關係行銷對顧客滿意度與忠誠度的影響-以 S 銀行財富管理為例。
吳嘉蕙、李友錚、張志青(2012)。應用 IPA 模式檢視銀行服務品質。中華運動休閒與創新研發管理學刊期期刊。
呂嘉和(2005)。 溫泉業服務品質與顧客滿意之關聯性研究。國立高雄第一科技大學行銷與流通管理系碩士論文。
林志偉(2010)。 溫泉服務品質、顧客滿意度對忠誠度之研究-以四重溪茴香戀戀為例。台東大學體育教學碩士在職專班未出版碩士論文。
林玫玫(2005)。 服務品質與顧客滿意度關係之研究。 經營管理論叢, 第一屆管理與決策 2005 年學術研討會特刊,287-294。林能白、邱宏昌(2001)。以需求理論為基礎所建立之服務品質衡量及其適用性分析。國立台灣大學商學研究所博士班未出版博士論文。
林陽助(1996)。顧客滿意度決定模型與效果之研究-台灣自由小客車之實證。國立台灣大學商學研究所博士班未出版博士論文。紀信光、袁淑芳、趙偉智(2014)。 服務品質、工作態度、顧客忠誠度及顧客滿意度關係之研究-以嘉義地區銀行往來客戶為例。管理科學研究。張松源(2007)。高雄縣寶來溫泉區溫泉服務品質與顧客滿意度之研究。台東大學體育教學碩士在職專班未出版碩士論文。張重昭、謝千之(2000)。產品資訊、參考價格與知覺品質對消費者行為之影響。企業管理學報,(47),161-190。張淑青(2004)。 顧客滿意與信任對忠誠度影響之研究。管理學報,21(5),611-627。許世欣 (2015)。聯合會計師事務所服務品質與期望落差之研究。國立台北大學企業管理研究所碩士班未出版碩士論文。許正力(2011)。 關係信任、知覺風險、轉換成本與顧客忠誠度之研究-金融業財富管理實證。
陳品憲(2009)。職業訓練服務品質之探討-以桃園職業訓練中心為例。中華大學科技管理研究所未出版碩士論文。楊錦洲(2009)。服務品質:從學理到運用。台北市。華泰文化。
鄧肖琳、張明穎(2009)。 服務品質屬性、績效、重要性與顧客滿意度-以台灣地區銀行為例。中華管理學報,10(4),91-111。盧淵源、石川馨(1986)。 事業、營業、服務的品質管制。 台北市: 中興管理顧問公司。
魏文欽、朱聖和(2008)。 人格特質、工作態度、服務品質、工作績效及顧客滿意度關連性之實證研究-以國內金融控股公司爲例。International Journal of Lisrel, 1(2), 1-24。
羅時瑛(2013)。銀行業企業金融之服務創新--以T銀行之法金客服中心為例。國立台北大學企業管理研究所碩士班未出版碩士論文。二、英文參考文獻
Anderson, C. R., & Zeithaml, C. P. (1984). Stage of the product life cycle, business strategy, and business performance. Academy of Management journal, 27(1), 5-24.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 53-66.
Bendall-Lyon, D., & Powers, T. L. (2004). The impact of structure and process attributes on satisfaction and behavioral intentions. Journal of services Marketing, 18(2), 114-121.
Bendall-Lyon, D., & Powers, T. L. (2004). The impact of structure and process attributes on satisfaction and behavioral intentions. Journal of Services Marketing, 18(2), 114-121.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1985). Quality counts in services, too. Business horizons, 28(3), 44-52.
Bhote, K. R. (1996). Beyond customer satisfaction to customer loyalty: The key to greater profitability.
Bowen, J. T., & Shoemaker, S. (1998). Loyalty: A strategic commitment. Cornell hotel and restaurant administration quarterly, 39(1), 12-25.
Buell, V. P. (1984). Marketing management: a strategic planning approach. Mcgraw-Hill College.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 244-249.
Chen, S. J. (2009). An Application of BSC to the Evaluation of CRM Performance in Banking Industries.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 491-504.
Crosby, P. B., & Free, Q. I. (1979). The art of making quality certain. New York: New American Library, 17.
Czepiel, J. A., Rosenberg, L. J., & Akerele, A. (1974). Perspectives on consumer satisfaction (pp. 119-23). New York University, Graduate School of Business Administration.
Day, R. L. (1977). Extending the concept of consumer satisfaction. Advances in consumer research, 4(1), 149-154.
Deming, W. E., & Edwards, D. W. (1982). Quality, productivity, and competitive position (Vol. 183). Cambridge, MA: Massachusetts Institute of Technology, Center for advanced engineering study.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995). Consumer behavior (8th.). New York: Dryder.
Feigenbaum, A. V. A. V. (1983). Total quality control.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. The Journal of Marketing, 6-21.
Garvin, D. A. (1984). What does product quality really mean. Sloan management review, 26(1), 25-43
Griffin, J. (1995). Customer Loyalty: How to Earn It, How to Keep It? NY: Simmon & Schuster Inc.
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management, 11(4-6), 509-514.
Gronroos, C. (1982). A Service-Oriented Approach to Marketing of Service. European Journal ofMarketing,12(8), 588-601.
Gronroos, C. (1998). Service Quality: The Six Criteria of Good Perceived Service Quality.
Howard, J. A. S., & Jagdish, N. (1969). The theory of buyer behavior (No. 658.834 H6).
Jones, T. O., Earl, W., & Sasser, J. R.(1995). Why Satisfied Customer Defect. Harvard Business Review, 88-99.
Juran, J. M. (1986). The quality trilogy. Quality progress, 19(8), 19-24.
Kotler, P. (1994). Marketing Management, Analysis, Planning and Communication (5th ed.). Engkewood Cliff, NJ: Prentice-Hall, Inc.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of services Marketing, 15(2), 113-130.
Levitt, T. (1972). Production-line approach to service. Harvard business review, 50(5), 41-52.
Lewis, C. R., & Booms, B. H. (1983). The Marketing Aspects of Service Quality. In Berry, L., Shostack, G., and Upah, G. (Eds.),Emerging Perspective on Services Marketing (pp. 99-107). Chicago, IL: AMA.
Nguyen, N., & Leblanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of retailing and Consumer Services, 8(4), 227-236.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing.
Ostrom, A., & Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. The Journal of Marketing, 17-28.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing, 70(3), 201-230.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. The Journal of Marketing, 111-124.
Rechinhheld, F., & Sasser, W. (1990). Zero defections: Quality comes to service. Harvard Business Review, 68(5), 105-111.
Reeves, C. A., & Bednar, D. A. (1994). Defining quality: alternatives and implications. Academy of management Review, 19(3), 419-445.
Sasser, R., Olsen, P., & Wyckoff, D. (1978). Management of Service Operations
Singh, J. (1991). Industry characteristics and consumer dissatisfaction. Journal of Consumer Affairs, 25(1), 19-56.
Stanton, M. L. (1987). Reproductive biology of petal color variants in wild populations of Raphanus sativus: II. Factors limiting seed production. American Journal of Botany, 188-196.
Wang, L. J. (2005). The Gap of Consumer Expectation and the Actual Consciousness and Word of Mouth Transmission Research—A Case Study of Germany PUMA.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A means
三、網路參考資料
台灣銀行股份有限公司。2014年年報。2016年4月22日。取自http://www.bot.com.tw/Pages/default.aspx
金管會銀行局全球資訊網。2016年4月22日。取自www.banking.gov.tw/
金管會金融統計指標。2016年4月22日。取自www.banking.gov.tw/ch/home.jsp?id=157&parentpath