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Original Articles

服務系統服務品質滿意度之硏究--以某大學圖書館爲實證硏究

A study on the customer satisfaction of the service quality of a service system — An empirical study of a university library

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Pages 1-13 | Received 01 Apr 1998, Accepted 01 Mar 1999, Published online: 30 Mar 2012

References

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  • Haywood-Farmer , J. 1988 . “A conceptual Model of Service Quality” . International Journal of Operations & Production Management , 8 : 19 – 29 .
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  • Kotler , P. 1984 . Marketing Management: Analysis Planning and Control , London : Prentice-Hall .
  • Keeney , R. L. and Raiffa , H. 1993 . Decisions with multiple objectives: preferences and value tradeoffs , New York : Cambridge University Press .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . “A Conceptual Model of Service Quality and its Implications for Future Research” . Journal of Marketing , 49 : 41 – 50 .
  • Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality” . Journal of Retailing , 64 : 12 – 40 .
  • Rosander , A. C. 1980 . "Service Industry QC-IS the Challenge Being Met" . Quality Progress , 13 : 34 – 35 .
  • Ranganathan , S. R. and Gopinath , M. A. 1967 . Prolegomena to library classification , Bombay, New York : Asia Pub. House .
  • Takeuchi , Hirotaka and J. A. Quelch . 1983 . “Quality is more than making a good product” . Harvard Business Review , 61 : 139 – 145 .

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