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    National Tsing Hua University Institutional Repository > 科技管理學院  > 科技管理研究所 > 期刊論文 >  A service quality measurement derived from the theory of needs


    Please use this identifier to cite or link to this item: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61780


    Title: A service quality measurement derived from the theory of needs
    Authors: Chiu HC;Lin NP
    教師: 丘宏昌
    Date: 2004
    Publisher: Taylor & Francis
    Relation: The Service Industries Journal,Taylor & Francis, 24(1), 187-204
    Keywords: CONFIRMATORY FACTOR-ANALYSIS
    CONSUMER PERCEPTIONS
    CONCEPTUAL-MODEL
    FIT INDEXES
    DIMENSIONS
    SCALE
    TRUST
    Abstract: A literature review has indicated that a majority of researchers tend to define quality as meeting customers' needs. This study therefore attempts to develop a new service quality instrument called SQ-NEED based on Maslow's theory of needs. The results from the empirical analysis suggest that the SQ-NEED not only has a sound theoretical basis, but also possesses a reasonable reliability and validity. Moreover, there is significant evidence to show that SQ-NEED performs better in this study than SERVQUAL for services directed at people and providing intangible actions.
    URI: www.taylorandfrancis.com
    http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61780
    Appears in Collections:[科技管理研究所] 期刊論文

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