Gotleieb, J., Grenwalt,D., Browns, S.W. Consumer satisfaction and perceived quality :complementary or divergent construacts. Journal of applied psychology.1990pp69-81.
12. Gremler, D.D. & Gwinner, Kp. (2000), ” Customer-Employee Rapport In Service Relationships “, Journal of Service Research, Vol. 3 No.1, P. 82.
13. Hunt, K. H., “Measuring Client Satisfaction” “A Taxonomy of Consumer Satisfaction / Dissatisfaction Measures”, 1977, Office of the Comtroller General Evaluation and Audit Branch.
14. Keki r.bhote. “beyond customers satisfaction to customers loyaty” (new yorkT ny10019)(1996)pp10-19.
15. Kotler, Philip and Armstrong, Gary, 9th Ed. 2001, “Principles of Marketing”,Prentice Hall of United States of America.
16. Oliver, R. A conceptual model of service quality and service satisfaction. Advances in Services Marketing and Management, 2. 1993. 65-85.
17. Palmer, Adrian, 3th Ed. 2000, “Principles of Services Marketing”, McGrow Hill.
18. RAMPERSAD, H. “75 PAINFUL QUESTION ABOUT YOUR USTOMERS SATISFACTION”, THE TQM MAGAZINE, VOL.13, NO.5, 2001p342.
19. Roderick m .mcnealy ” making customers satisfaction happen ” (1994) chapman & hall. Firsted.
20. Solomon, Michael R. (1999) “Consumer behavior”, Prentice Hall, New Jersey,4th ed., p321.
21. Swartz, treaza,A.(1988).A Gap analysis of professional service quality jornal of marketing 53, 93.
پيوست ها
Factor Analysis
KMO and Bartlett’s Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy.
.871
Bartlett’s Test of Sphericity
Approx. Chi-Square
2257.008
df
300
Sig.
.000
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N
%
Cases
Valid
30
100.0
Excludeda
.0
Total
30
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.767
25
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.915
25
GENDER
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
male
166
72.8
72.8
72.8
female
62
27.2
27.2
100.0
Total
228
100.0
100.0
AGE
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
24 to 32
37
16.2
16.2
16.2
33 to 41
72
31.6
31.6
47.8
42 to 50
89
39.0
39.0
86.8
51 to 59
30
13.2
13.2
100.0
Total
228
100.0
100.0
MARITAL
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
SINGLE
30
13.2
13.2
13.2
MARRIED
198
86.8
86.8
100.0
Total
228
100.0
100.0
INCOME
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
1.5 to 2 mil
59
25.9
25.9
25.9
2 to 2.5 mil
79
34.6
34.6
60.5
2.5 to 3 mil
90
39.5
39.5
100.0
Total
228
100.0
100.0
Statistics
SCI
KCI
BCI
MCI
OCB
N
Valid
228
228
228
228
228
Missing
Mean
2.3418
3.0891
3.6230
3.2182
3.7025
Std. Deviation
.86009
.77785
.78477
.54699
.95091
Reliability
DATE: 8/23/2013
TIME: 18:54
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.701
4
Reliability
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.875
6
Reliability
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.839
5
Reliability
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.849
5
Reliability
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.758
5
Reliability
Case Processing Summary
N
%
Cases
Valid
30
100.0
Excludeda
.0
Total
30
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.803
25
Reliability
Case Processing Summary
N
%
Cases
Valid
228
100.0
Excludeda
.0
Total
228
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach’s Alpha
N of Items
.915
25
L I S R E L 8.70
BY
Karl G. J¤reskog & Dag S¤rbom
This program is published exclusively by
Scientific Software International, Inc.
7383 N. Lincoln Avenue, Suite 100
Lincolnwood, IL 60712, U.S.A.
Phone: (800)247-6113, (847)675-0720, Fax: (847)675-2140
Copyright by Scientific Software International, Inc., 1981-2004
Use of this program is subject to the terms specified in the
Universal Copyright Convention.
Website: www.ssicentral.com
The following lines were read from file E:work0-works23- mohamadianMODIL.LPJ:
TI
DA NI=29 NO=228 MA=CM
RA FI=’E:work0-works23- mohamadianMOHAMADIAN.psf’
SE
21 22 23 24 25 1 2 3 4 5 6 7 8 9 10 11 12 13
14 15 16 17 18 19 20 /
MO NX=20 NY=5 NK=4 NE=1 GA=FI PS=SY TE=SY TD=SY
LE
OCB
LK
SCI KCI MCI BCI
FR LY(1,1) LY(2,1) LY(3,1) LY(4,1) LY(5,1) LX(1,1) LX(2,1) LX(3,1) LX(4,1)
FR LX(5,2) LX(6,2) LX(7,2) LX(8,2) LX(9,2) LX(10,2) LX(11,3) LX(12,3) LX(13,3)
FR LX(14,3) LX(15,3) LX(16,4) LX(17,4) LX(18,4) LX(19,4) LX(20,4) GA(1,1) GA(1,2)
FR GA(1,3) GA(1,4)
PD
OU SC
TI
Number of Input Variables 29
Number of Y – Variables 5
Number of X – Variables 20
Number of ETA – Variables 1
Number of KSI – Variables 4
Number of Observations 228
TI
Covariance Matrix
OCB1 OCB2 OCB3 OCB4 OCB5 SCI1
——– ——– ——– ——– ——– ——–
OCB1 0.46
OCB2 0.27 0.65
OCB3 0.18 0.27 0.95
OCB4 0.24 0.28 0.33 0.72
OCB5 0.24 0.29 0.20 0.21 0.63
SCI1 0.18 0.22 0.25 0.21 0.22 1.13
SCI2 -0.02 0.05 0.19 0.05 0.00 0.41
SCI3 0.19 0.30 0.33 0.16 0.19 0.47
SCI4 0.27 0.28 0.38 0.32 0.25 0.64
KCI1 0.26 0.28 0.17 0.22 0.27 0.29
KCI2 0.18 0.32 0.32 0.16 0.17 0.28
KCI3 0.22 0.33 0.43 0.27 0.25 0.36
KCI4 0.18 0.36 0.39 0.33 0.29 0.25
KCI5 0.22 0.32 0.41 0.26 0.23 0.30
KCI6 0.17 0.21 0.49 0.34 0.23 0.30
MCI1 0.17 0.16 0.23 0.21 0.22 0.29
MCI2 0.17 0.18 0.20 0.21 0.21 0.26
MCI3 0.24 0.27 0.19 0.22 0.28 0.29
MCI4 0.16 0.19 0.29 0.22 0.23 0.31
MCI5 0.13 0.23 0.21 0.21 0.22 0.23
BCI1 0.15 0.22 0.21 0.27 0.22 0.28
BCI2 0.08 0.18 0.24 0.17 0.11 0.16
BCI3 0.09 0.13 0.23 0.16 0.14 0.14
BCI4 0.14 0.13 0.34 0.23 0.10 0.06
BCI5 0.10 0.14 0.34 0.26 0.11 0.05
Covariance Matrix
SCI2 SCI3 SCI4 KCI1 KCI2 KCI3
——– ——– ——– ——– ——– ——–
SCI2 1.40
SCI3 0.11 1.30
SCI4 0.37 0.58 1.23
KCI1 -0.01 0.24 0.31 0.59
KCI2 0.02 0.22 0.25 0.32 0.80
KCI3 0.06 0.30 0.39 0.38 0.57 1.01
KCI4 0.01 0.27 0.37 0.31 0.46 0.67
KCI5 -0.04 0.34 0.32 0.33 0.50 0.63
KCI6 -0.01 0.33 0.33 0.29 0.42 0.55
MCI1 0.05 0.32 0.33 0.27 0.27 0.27
MCI2 0.03 0.32 0.33 0.29 0.28 0.30
MCI3

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