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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