服务业营销人员别、服务质量与顾客满意的相关研究.doc

281spss17.0tabstrctthe study investigates the relationship among the gender of service employees, service quality and customer satisfaction, in term to find the role of the gender and service quality of service employees played in the management of service enterprises. the study conducted a questionnaire survey for the study sample to the customer of the fujian region, with 281 questionnaires collected to be paired samples. and then do the descriptive statistical analysis, validity analysis, reliability analysis and paired t-test inspection with the spss 17.0, the effective sample analysis shows the impact of staff gender and the five dimensions of service quality to customer satisfaction. the results showed that the gender of employees and service quality are the key factors between enterprises and customers, service quality of service employees has important influence on customer trust and customer satisfaction. among them, customer satisfaction of the female staff in terms ofatm 2.2 2.2.1 (customer satisfaction)cardozo1965 2.2.2 80oliverchurchillep(evaluatedperformance)kanot noriali et al. kanoforuellnq(normalquality)sasser&olsen (sem)2.3 2.3.1 ronzemke12345 2.3.2 801982gronrooslewis et al131985pbzparauralnanberryzeithamlgronroos13servqualpierre eiglier & eric langeard surprenant & solomon shostack 2.4 rena bartos20 1980babin & boles fischer et al snipes et al bove &smith pbz2. 13 3.1 iacobucci & ostrom mattila, grandey, &fisk snipes, thomson, & oswaldfischer