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台北地區計程車服務品質、顧客滿意度與顧客忠誠度關聯性之研究

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表 2.3  顧客滿意度之定義
表 2.3  顧客滿意度之定義(續)  Kolter(1994)  源自其對產品功能特性或結果的知覺與個人對產品的期望, 兩者比較之後所形成。  Parasuraman et al
表 2.4  顧客滿意度衡量構面彙整(續)  衡量項目  學  者  顧客滿意度之衡量構面  Wiley(1991)  1.  產品品質  2.  產品送達速率  3.  銷售人員的知識  4
表 2.5  顧客忠誠度衡量構面彙整  學者  顧客忠誠度之衡量構面  Fornell(1992)  1.  顧客重複購買的意願。  2.  顧客對價格的容忍度。  Selnes(1993)  1
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