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博碩士論文 etd-0611107-204415 詳細資訊
Title page for etd-0611107-204415
論文名稱
Title
電業服務品質與顧客滿意度之探討-以台電公司科學園區用戶為例
The Influence of Power Service Quality on Customer Satisfaction— An Empirical Study of Science Park Customers of Taipower Corporation
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
119
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
2007-05-07
繳交日期
Date of Submission
2007-06-11
關鍵字
Keywords
顧客滿意、服務品質
Customer Satisfaction, Service Quality
統計
Statistics
本論文已被瀏覽 5866 次,被下載 11264
The thesis/dissertation has been browsed 5866 times, has been downloaded 11264 times.
中文摘要
服務品質對經營績效、低成本、顧客滿意、顧客忠誠和獲利具有重大影響,台電公司正面臨電業自由化的衝擊,未來將面對激烈競爭,為留住現有客戶,台電公司必須提供更符合用戶需要的服務品質(Service Quality)來提高顧客滿意(Customer Satisfaction)。本研究以PZB服務品質模式與顧客滿意的理論為基礎,針對台電公司科學園區用戶為研究對象,探討電業服務品質與顧客滿意之間的關聯性,並以此作為實證研究,結論如下:
1.台電公司科學園區用戶對電業服務品質的期望水準與實際感受水準有顯著的差異。
2.台電公司科學園區用戶對電業服務品質的期望水準與與管理者對用戶期望服務水準的認知並無顯著的差異。
3.電業服務品質共萃取四個構面,分別為「可靠性」、「關懷反應性」、「便利保證性」與「有形性」。顧客滿意共萃取二個構面,分別為「人員服務及整體表現」、「服務價值」。
4.實際感受服務水準的「便利保證性」、「有形性」二個構面對顧客滿意有顯著的正向影響。
5.期望服務水準的「便利保證性」構面對顧客滿意有顯著的正向影響。
6.知覺服務品質的「便利保證性」、「有形性」二個構面對顧客滿意有顯著的正向影響。
7.本研究比較「績效與期望差距法」及「直接衡量績效法」兩種不同的服務品質衡量模式,由迴歸分析結果中,發現「直接績效衡量法」對顧客滿意的解釋能力較高(55.3%)。
8.用戶人口統計變數「所在園區」、「用電契約容量」、「使用符合高科技業生產機台」、「加裝防止電壓驟降裝置」、「加裝即時不斷電裝置」對「顧客滿意」變數,均有顯著性的差異。
Abstract
Service quality plays an important role in business performance, low cost, customer satisfaction, customer royalty and making profit. Now, the free market of Independent Power Project has a significant impact on Taiwan Power Company (TPC), and TPC will have more competitions in the future. In order to retain the current customers, TPC should provide the service quality which meets the need of customer more, and raise the level of customer satisfaction thus. This research studies the correlation between the service quality of electricity industry and customer satisfaction. It is based on PZB model of service quality and customer satisfaction and the objects are the customers of TPC in Science Park.
The mains conclusions are shown as the following:
1. For those customers in the Science Park, there is significant difference between the expected service quality and the perceived service quality in electricity industry.
2. There is no significant difference between the expected service quality from Science Park customers and the management perceptions of consumer expectations in electricity industry.
3. There are four dimensions are extracted to evaluate the service quality of electricity industry, including reliability, empathy responsiveness, convenience assurance, and tangibles. To evaluate the customer satisfaction, there are two dimensions extracted, including the staff service and total satisfaction and service value.
4. The convenience assurance and tangibles dimensions in perceived service have positive influence on customer satisfaction.
5. The convenience assurance dimension in expected service have positive influence on customer satisfaction.
6. The convenience assurance and tangibles dimensions in perceived service quality have positive influence on customer satisfaction.
7. This research compares two evaluating models of service quality, including the “SERVQUAL” and “SERVPERF”. In the result of regression analysis, the “SERVPERF” has higher interpretation ability in customer satisfaction (55.3%).
8. These statistic variable of customer population including “Science Park site”, “contract capacity”, “use tally High tech industry SEMIF47 production machine”, “install prevents the voltage to plummet equipment”, and “install Uninterruptible Power Supply”, have significant difference on customer satisfaction.
目次 Table of Contents
中文摘要 i
Abstract ii
誌謝詞 iv
目 錄 v
表目錄 vii
圖目錄 ix
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究範圍 4
第四節 研究流程 6
第二章 文獻回顧 8
第一節 服務的定義與特性 8
第二節 品質的定義 9
第三節 服務品質的定義與評量 10
第四節 顧客滿意度 24
第五節 服務品質與滿意度之關係 33
第三章 研究設計 36
第一節 研究架構 36
第二節 研究假設 37
第三節 研究變數定義 38
第四節 問卷設計與發展 40
第五節 資料蒐集方法 44
第六節 資料分析方法 45
第四章 電業服務品質及顧客滿意實證分析 48
第一節 電業服務品質及顧客滿意之信度與因素分析 48
第二節 樣本之敘述性分析 59
第三節 電業服務品質缺口五和缺口一差異分析 69
第四節 人口統計變數之差異性分析 74
第五節 電業之服務品質及顧客滿意分析 80
第五章 結論與建議 87
第一節 研究結論 87
第二節 管理意涵 93
第三節 研究限制及後續研究建議 96
參考文獻 97
附錄一:用戶問卷 102
附錄二:台電主管問卷 106
參考文獻 References
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三、網站
54. 台電公司網站,http://www.taipower.com.tw/
55. 新竹科學園區管理局網站,http://www.sipa.gov.tw/
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