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博碩士論文 etd-0830106-141006 詳細資訊
Title page for etd-0830106-141006
論文名稱
Title
人格特質、工作適性與顧客滿意間之關係研究~以汽車修護業為例
none
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
83
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2006-05-09
繳交日期
Date of Submission
2006-08-30
關鍵字
Keywords
顧客滿意、職場環境、員工性格、汽車維修業、職業選擇理論
SERVQUAL, customer satisfaction, vocational environment, auto-service, vocational choice, personality
統計
Statistics
本論文已被瀏覽 5734 次,被下載 2498
The thesis/dissertation has been browsed 5734 times, has been downloaded 2498 times.
中文摘要
如同其他的行業一般,汽車維修業也可以視為是一個相當競爭的行業,小至連鎖的快速維修,大到知名品牌的售後服務部門,莫不皆在此市場中努力突顯自我的不同,希望能獲得顧客的接受與選擇。除了硬體設備的加強外,近來業者亦轉而注意其從業人員的適任與否?在此競爭激烈的環境中,聘僱的人員在性格上是否展現了相當的競爭力?而顧客所著眼的到底在什麼地方?
本研究以某進口歐洲車系的服務廠員工為對象,以Holland的職業選擇理論為基礎,探討服務廠員工其性格與工作環境間之關係;另以SERVQUAL的五個構面與22個組成因素為基礎,針對119位顧客進行問卷調查,探討該品牌之顧客滿意的構面為何?
對於員工與工作環境間之關係,本研究發現以此研究案例為例,其員工性格大部分為"工"之性格,與其所屬之職場環境接近,符合Holland的職業選擇理論;而對顧客滿意的部分,經收集問券分析後,萃取出三個主要構面,分別命名為「承諾與關心」、「服務專業化」與「有形性」。整體來說,加強「承諾與關心」與「服務專業化」可以讓所有類型的顧客感到滿意,反之,則顧客滿意的情形會明顯降低。
Abstract
Like all business activities nowadays, the industry of auto-service is very competitive. From Quick Service chain auto shops to the brand-name auto service departments, they all have to work hard to make difference from its competitors. They hope to gain acceptance of customers and turn that into loyalty. In addition to improving the service facility, recently the auto dealer has paid more attention on the staffs to see if an individual stuff fitted their job environment. The most important object is what customers care most when they need auto service?
This study investigates the service department staffs of an European auto company. Base on the theory of vocational choice of Holland, it discussed the relationship between the personality and vocational environment of staffs. At the same time, we also have 119 customers questionnaires to try to understand the composition of customer satisfaction. This part is analyzed based on the PZB SERVQUAL theory.
The study shows that most employee's personality belongs to "Labor". The result does not only in accord with the vocational environment theory, but also with the Holland's theory. According to the questionnaires we collected from auto service customers, there are three main composes for customer satisfaction. We named three main composes as " Promise and Care", " Professional Service" and "Tangibility". To conclude, dealers enhancing the level of "promise and care" and "professional service" will improve the customer satisfaction.
目次 Table of Contents
第一章 緒論 ----------------------------------------------------------------------------- 1
第一節 研究動機 ----------------------------------------------------------------------- 1
第二節 研究目的 ----------------------------------------------------------------------- 2
第二章 文獻探討 ----------------------------------------------------------------------- 3
第一節 人格特質 ----------------------------------------------------------------------- 3
第二節 人格的形成 -------------------------------------------------------------------- 5
第三節 人格特質與服務態度 ------------------------------------------------------- 6
第四節 工作適性 ----------------------------------------------------------------------- 6
第五節 Holland職業選擇理論 ------------------------------------------------------ 7
第六節 服務品質 ----------------------------------------------------------------------- 20
第七節 顧客滿意 ----------------------------------------------------------------------- 40
第三章 研究方法 ----------------------------------------------------------------------- 43
第一節 研究架構 ----------------------------------------------------------------------- 43
第二節 研究流程 ----------------------------------------------------------------------- 44
第三節 研究對象 ----------------------------------------------------------------------- 45
第四節 問卷設計 ----------------------------------------------------------------------- 45
第五節 資料分析工具 ----------------------------------------------------------------- 48
第四章 分析結果 ----------------------------------------------------------------------- 51
第一節 員工部分 ----------------------------------------------------------------------- 51
第二節 顧客滿意部分 ----------------------------------------------------------------- 54
第五章 結論與建議 -------------------------------------------------------------------- 67
第一節 結論 ------------------------------------------------------------------------------ 67
第二節 建議 ------------------------------------------------------------------------------ 68
第三節 研究限制 ------------------------------------------------------------------------ 69
參考文獻 ---------------------------------------------------------------------------------------- 70
附錄 研究問卷
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