Fiona Yee-Wan Lai. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 43-47). / Abstracts in English and Chinese ; questionnaire also in Chinese. / ACKNOWLEDGEMENT --- p.I / ABSTRACT --- p.II / 摘要 --- p.III / TABLE OF CONTENTS --- p.IV / LIST OF FIGURES --- p.VI / Chapter CHAPTER 1: --- INTRODUCTION --- p.1 / Service Quality and Customer Satisfaction --- p.2 / The Disconfirmation Gap Model of Service Quality --- p.2 / Service Quality Dimensions for the Banking Industry --- p.4 / Service Loyalty and other Behavioral Intentions of Service Quality --- p.7 / Past Studies of Customers' Loyalty on Service Quality --- p.7 / Future Behavioral Intentions --- p.8 / Current consumption Behaviors --- p.10 / Linking Service Loyalty with Service Quality --- p.11 / Limitations of Past Studies --- p.12 / The Proposed Model of Service Quality and Behavioral Consequences --- p.12 / The Effects of Market Segmentation on the Relationship Between --- p.15 / Service Quality and Behavioral Consequences --- p.15 / Literature Review of the Moderator Effects on the Linkage Between Service Quality and Behaviors --- p.15 / The Power of Market Segmentation --- p.16 / Segmenting the Banking Industry --- p.17 / The Impact of Market Segmentation on Service Quality and Behavioral Consequences --- p.18 / Chapter CHAPTER 2: --- METHOD --- p.21 / Participants --- p.21 / Procedure --- p.21 / Survey Instrument --- p.23 / Chapter CHAPTER 3: --- RESULTS --- p.25 / Descriptive Analysis --- p.25 / Confirmatory Factor Analysis --- p.29 / Evaluation of the Structural Model --- p.30 / Multi-Sample Analysis --- p.32 / Chapter CHAPTER 4: --- DISCUSSION --- p.36 / The Global Picture --- p.37 / Structural Relationships of Different Market Segments --- p.38 / The Effective Way to Tailor-Make Marketing Strategy --- p.39 / REFERENCES --- p.43 / APPENDIX I: QUESTIONNAIRE --- p.48 / APPENDIX II: ENGLISH TRANSLATION OF QUESTIONNAIRE --- p.54
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_324362 |
| Date | January 2003 |
| Contributors | Lai, Fiona Yee-Wan., Chinese University of Hong Kong Graduate School. Division of Psychology. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English, Chinese |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, vi, 58 leaves : ill. ; 30 cm. |
| Coverage | China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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