近年來台灣各行業已面臨全球化考驗，而保全業亦面臨著全球化競爭所帶來的衝擊與挑戰。多數業者警覺到該政策對自身企業之營運影響甚大，無不積極尋找新的市場利基，並提升服務品質以確保競爭之優勢。本研究分別依系統保全業之經營管理者(管理者)、服務執行者(服務人員)與服務需求者(顧客)三方之不同觀點，運用Parasuraman, Berry & Zeithaml (1985)三位學者所提出的服務品質構面與服務品質缺口模型對系統保全業的服務品質進行實證性探討。
系統保全業屬特許服務業，別於Parasuraman et al.當時研究之服務業類別，
為配合該產業特性，構面因素需做相對應調整，因此本研究構面因素引用Christopher and Jochen (2005)對服務業的服務品質診斷之八個衡量因素，拿掉無法控制之其他因素而調整為五個衡量構面並與Parasuraman et al.提出的服務品質構面做對應衡量，在擬定研究假設後，與研究主題相關的受訪者進行訪問和調查，最後將調查資料進行統計分析，以瞭解服務品質情形和服務品質六個缺口的存在狀況，並驗證各影響因素的顯著性。
本研究貢獻為透過專家訪談與實證方式來診斷個案公司之服務品質狀況，以尋求改善策略來提升顧客滿意度，並擬出適合系統保全業服務品質調查之問卷，及助於其它系統保全業者欲對於服務品質之提升有實際的參考依據。研究結果發現(1)本研究問卷之相關問項經修正過後，信度和效度皆有良好表現和適配性。(2)顧客對於個案公司服務品質的滿意狀況皆表示同意，但各構面因素離非常同意的水準皆仍有成長空間。(3)服務品質缺口方面，缺口一並無顯著存在而缺口二、缺口三、缺口四皆為顯著存在。(4)服務品質相關分析方面，缺口一、缺口三、缺口四之部分影響因素與服務品質構面因素間具顯著相關。並依上列資料分析結果，提供相關改善建議，以提升服務品質和顧客滿意度為改善目標。

In recent years,a variety of industries have faced the globalization test in Taiwan,while security industry is also faced with the impact and challenges by global competition.Most of industry alert to the policy have great influence on their own business, all of the industry are actively looking for new market niches and to improve service quality in order to ensure competitive advantage.In this study, we used respectively system security industry's managers (manager), service performer (service personnel) and service demanders (customer) tripartite different points of view, and used the three scholars Parasuraman, Berry & Zeithaml (1985) presented the Service Quality Model and Service Quality Gap Model to do empirical study on service quality of system security industry.
System security industry belongs to franchised service industry distinguished from the service industry category when Parasuraman et al. proceeded the research. In order to coordinate with the industry property, the factors of construct often need to make corresponding adjustment; as a result, the construct factors in this study quoted Christopher and Jochen (2005) eight considering factors for service quality diagnosis in the service industry. After removing the uncontrollable factors, the eight factors were adjusted into five considering constructs to conduct corresponding comparison with the service quality constructs; and, after drawing up the research hypothesis, interviews and surveys were conducted with the interviewees relative with the research subject. Finally, the survey data underwent statistic analysis to understand the condition of service quality and the existing situation of the six gaps in service quality, and verify significance of each influential factor.
Through expert interviews and empirical methods, this study mainly contributes to diagnosing the case company's service quality condition to seek for improvement strategies to raise customer satisfaction and drawing up questionnaires for service quality survey appropriate for the system security industry. Meanwhile, it aims to serve as the practical reference that helps other system security runners raise service quality. On the basis of the research results, it is found that (1) After the relative items in the questionnaire in this study were modified, both the reliability and validity perform and fit well; (2) the customers agree with satisfaction with the case company's service quality, but there is still growing space for factors in each construct to achieve the standard of "extremely agree"; (3) In regard of service quality gap, Gap 1 does not exist significantly, while Gap 2, 3, and 4 exist significantly; (4) In regard of service quality related analysis, part of the influential factors in Gap 1, 3, and 4 significantly correlate with the construct factors of the service quality. In accordance with the data analysis results, relative improvement recommendations have been proposed to raise service quality and customer satisfaction as the goal of improvement.

論文審定書...........................................................i
誌謝.....................................................................ii
中文摘要.............................................................iii
英文摘要.............................................................iv
第一章 緒論..........................................................1
第一節 研究背景與動機.......................................1
第二節 研究目的..................................................2
第三節 研究範圍與對象.......................................3
第四節 研究流程..................................................4
第二章 文獻探討...................................................5
第一節 服務品質..................................................5
第二節 服務品質模式.........................................13
第三節 顧客滿意度.............................................20
第四節 台灣保全業特性......................................24
第三章 研究方法..................................................33
第一節 研究架構.................................................33
第二節 研究假設.................................................36
第三節 研究流程.................................................37
第四節 研究方法.................................................38
第五節 問卷設計.................................................46
第四章 研究分析與結果.......................................52
第一節 問卷敘述統計與信效度分析.....................52
第二節 服務品質分析...........................................59
第三節 服務品質缺口分析....................................62
第四節 各缺口影響因素之相關分析.....................66
第五章 結論與建議..............................................73
第一節 結論.........................................................73
第二節 建議.........................................................76
參考文獻..............................................................78
附錄一 服務品質問卷調查...................................82
附錄二 保全公司管理者問卷................................83
附錄三 保全公司服務人員問卷............................87
附錄四 個案保全公司-服務品質GAP4訪談內容...90

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