衡量服務品質的實用工具：結合SERVQUAL量表與重要－績效分析

Useful Tools to Evaluate Service Quality: Combining SERVQUAL Model and Importance-Performance Analysis

吳信宏(Wu, Hsin-Hung)

品質月刊

54卷4期（2018 / 04 / 01）

17 - 21

繁體中文

1. 陳霖賢,王慕容,魏若婷,吳信宏(2013)。零售業服務品質量表建立─以大潤發為例。品質學報，20(1)，21-37。
   連結：
2. 盧右梅,吳信宏(2010)。應用IPA模式檢視台灣高鐵乘客之服務品質需求。品質學報，17(1)，21-43。
   連結：
3. Lee, Y.-C.,Wu, H.-H.,Hsieh, W.-L.,Weng, S.-J.,Hsieh, L.-P.,Huang, C.-H.(2015).Applying Importance Performance Analysis to Patient Safety Culture.International Journal of Health Care Quality Assurance,28(8),826-840.
4. Martilla, J.A.,James, J.C.(1977).Importance-Performance Analysis.Journal of Marketing,41(1),77-79.
5. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1988).SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.Journal of Retailing,64(1),12-40.
6. Shieh, J.-I,Wu, H.-H.(2009).Applying Importance-Performance Analysis to Compare the Changes of A Convenient Store.Quality & Quantity,43(3),391-400.
7. Tang, Y.-T.,Stanworth, J.O.,Chen, W.-T.,Huang, S.-W.,Wu, H.-H.(2015).Toward A Measure of Chinese Hypermarket Retail Service Quality.Total Quality Management & Business Excellence,26(3),327-338.
8. Wu, H.-H.,Hsieh, S.-M.(2012).Using Importance-Performance Analysis in Orthopedic Department to Evaluate Service Quality.International Journal of Management and Decision Making,12(1),50-68.
9. Yin, S.-Y.,Huang, K.-K.,Shieh, J.-I,Liu, Y.-H.,Wu, H.-H.(2016).Telehealth Services Evaluation: A Combination of SERVQUAL Model and Importance-Performance Analysis.Quality & Quantity,50(2),751-766.