服務品質與顧客滿意度之相關研究—以某建設開發公司為例

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题名:	服務品質與顧客滿意度之相關研究—以某建設開發公司為例 Research on the Relationship between Service Quality and Customer Satisfaction-Taking a Construction and Development Company as an Example
作者:	華敏茹 HUA, MIN-RU
贡献者:	經營管理學系碩士在職專班
关键词:	建設公司;公司經營;顧客滿意度;美國顧客滿意度指標模式 Construction Company;Company Management;Customer Satisfaction、US Customer Satisfaction Indicator Model
日期:	2019
上传时间:	2019-11-11 03:13:24 (UTC+0)
出版者:	亞洲大學
摘要:	本研究以建設公司服務品質及顧客滿意度為主題，應用PZB 服務品質缺口模式、SERVQUAL 服務質量量表、美國顧客滿意度指標模式（ACSI 模式），建構問卷進行研究，探討服務品質項目，並以此作為提升服務品質的改善方案，及驗證 ACSI 模式應用於我國建設公司顧客滿意度測評的適合度。回收後其有效問卷共 263 份，進行敘述統計、獨立樣本 t 檢定、單因子變異數分析、卡方檢定、Pearson 積差相關係數等統計方法進行資料分析。研究結果發現從「重要度與表現度分析」與「品質改善指標」中，有六項優先改善服務品質要素，可提出改善策略，藉以提供建設公司提升服務品質的具體方向；顧客滿意度中「顧客滿意度與顧客抱怨」及「顧客抱怨與顧客忠誠」之因果關係與原 ACSI 模式不相符，推測建設公司顧客滿意度測評的適合度需略作修正。 This study is to examine the subject of service quality and customer satisfaction of construction companies to customers, by taking advantage of PZB Service Quality Gap Model, SERVQUAL Scale, American Customer Satisfaction Index Model (ACSI Model) to construct questionnaire for further research and explore the service quality items of the residence delivery staffs of construction companies for the purpose of being the improvement plan to promote service quality, further to verify the evaluated fitness of customer satisfaction of construction companies applied by ACSI Model. The total of 263 valid questionnaires are used to proceed the analyses of descriptive statistics, independent sample t test, one-way analysis of variance, Chi-square Test, and Pearson’s Product-Moment Correlation Coefficient. The findings in the research are that among “Importance and Performance Analysis” and “Quality Improvement Index,” there are six priorities to improve service quality for pointing out the specific direction of improvement strategies to promote service quality. Moreover, the causalities between “Customer Satisfaction and Customer Complaint” and “Customer Complaint and Customer Loyalty” are inconsistent with ACSI Model so as to speculate that the evaluated fitness of customer satisfaction about the construction companies shall be slightly modified.
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