民國六十五年台灣省自來水公司整併各地區水廠，統一營運制度經營全省自來水業務。多年來水公司致力於提供品質優良的民生用水，並拓展自來水的普及率。目前台灣自來水普及率近90%，供水用戶超過500萬戶。身為國營企業的自來水公司，雖具有獨占性質而較無企業競爭壓力，但因具有嚴重影響國民生計的特性，加上乾淨水源取得困難、民眾對水及用水服務的要求愈來愈高，因此水公司以顧客滿意為導向提升自身服務品質，持續改善自己的服務是當前最重要的經營課題之一。
本研究對自來水公司第七管理處的用戶進行滿意度調查，欲研究自來水用戶的滿意程度，以顧客的觀點調查水公司所提供的服務是否達到令人滿意的水準，並了解有哪些服務項目是急需進行改善的。以下節錄三點重要結論與建議：
一、水公司在服務據點硬體設施以及服務/施工的效率效果上，讓客戶十分滿意。但在服務的可靠性上，以及會嚴重影響客戶滿意度的保證性及關懷性這兩個構面的服務項目上，需要再加強。外包項目、第一線服務人員、及供應穩定且水質良好的自來水，為目前水公司加強服務品質、提高顧客滿意度的重點。
二、整體而言，屏東的自來水用戶滿意度高於高雄地區者。高雄地區用戶較要求供水品質、第一線服務人員/其它員工的態度、以及水價。而屏東地區用戶則較要求供水的穩定性、和施工人員及施工維修的效率。這與高屏地區分別使用自來水/地下水供水、和兩地對服務人員的訓練跟要求、以及對外包/委外操作服務跟施工人員的管理上的不同有關。
三、本研究建議水公司需推行品質運動，藉由公司內如品管圈的推行與重視服務品質及顧客滿意的教育訓練，能提升第一線員工的服務品質，且讓水公司各項服務程序更以顧客為導向改善，以及讓服務項目品質的穩定性提高。 而水公司委外的服務項目也是提升顧客滿意度的重點，尤其是施工的效率及安全性、抄表人員的禮儀及正確性、及單位委外操作管理的健全性等等，這些項目都是目前顧客較不滿意的地方。

For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan’s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source.
As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated.
In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following:
1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC.
2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees’ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead.
3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated.
4. Analysis points out outsourcing services are critical to TWC’s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.

誌謝詞……………………………………………………………………………….…i
摘要…………………………………………………………………………………....ii
Abstract……………………………………………………………………………….iii
目錄………………………………………………………………………………..….iv
表目錄………………………………………………………………………………...vi
圖目錄……………………………………………………………………………….viii
第一章 緒論 ..………………………………………………………………………1
第一節 研究背景與動機 …………..…………………………………………1
第二節 研究步驟與方法 …………..…………………………………………2
第三節 研究範圍與限制 …………..…………………………………………4
第二章 文獻回顧 …………………………………………………………………..5
第一節 服務之定義與特性 ………………………………..…………………6
第二節 服務品質之定義、特性、與衡量………………..…………………….7
第三節 顧客滿意度之定義與衡量 ……..…………………………………..18
第四節 自來水公司現況 ……………………………………………………23
第三章 研究方法 …………………………………………………………………19
第一節 研究對象及研究架構 ………………..……………………..………27
第二節 研究變數及變數內容 ………………..……………………………..28
第三節 問卷收發及有效樣本結構 ……………..…………………………..31
第四章 研究發現 …………………………………………………………………33
第一節 整體滿意度分析 ………………..…………………………………..33
第二節 高雄及屏東間滿意度差異分析 …………..………………………..36
第三節 滿意度分群間差異分析 …………..………………..………………40
第四節 其它人口統計變數間差異分析 …………………………………....33
第五章 結論與建議 ………………………………………………………………48
參考文獻 ………………………..…………………………………………………53
附錄一 本研究使用之問卷 ………………………………………………………58

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