| Summary: | 碩士 === 國立臺北大學 === 企業管理學系 === 88 === Abstract
This study attempts to explore the relationship among service quality, institute image, and customer satisfaction, and constructs a integrated-evaluation model of service quality and customer satisfaction. In this empirical study of Taipei Fine Art Museum, The major findings are:1)There is a significant variances of expectation and perceived performance. 2) The measurement model of perceived performance is the best to forecast customer overall satisfaction. 3) There is a significant relationship of expectation and performance on the “professional and empathy” and “institute image” factors. 4) Institute image is more influence customer overall satisfaction than service quality. 5) There is a significant relation among customer overall satisfaction, revisit intention and suggest to someone.
Keywords: Service Quality, Institute Image, Customer Satisfaction, and Museum
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