SEMSPSSSPSS
BMW
Walters(1978) Nguyen & Leblanc(2001)
H1
H1
Oliver(1981)ParasuramanZeithaml & Berry(1985)
Zeithaml & Bitner(1996)H2
H2
(American Customer Satisfaction Index, ACSI)(European Customer Satisfaction Index, ECSI)
(ACSI)ACSI
(ECSI)ECSI
Pfaff(1977)Fornell(1992)
H1H2H1
H2
Walters (1978)Parasuraman, Zeithaml & Berry(1988)Pfaff(1977)
9979992 (Likert Scale)
(SPSS)
-
317242752210519089%
-
Chart1
8989
101101
Sheet1
89
101
Chart1
1818
115115
2929
2020
88
Sheet1
2018
21-30115
31-4029
41-5020
518
-
Chart1
8989
101101
Sheet1
89
101
Chart1
66
22
1717
2020
8585
1313
3737
1010
Sheet1
6
2
17
20
85
13
37
10
-
Chart1
9797
4646
3535
99
33
Sheet1
297
2-4()46
4-6()35
6-8()9
83
Chart1
99
181181
Sheet1
9
181
-
Chart1
9292
2020
2828
88
3636
66
Sheet1
92
20
28
8
36
6
-3
Cronbachs 11~24140.919225~45210.941646~4830.784511~48380.9611
-
BTFR0.9456.3490.000***335.9260.6390.80118.3280.000***P
-
BTFR0.7813.1060.002**62.2700.4120.2732.9340.0040.4074.3730.000P
SPSS
TheEnd
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