中小型服務業品質管理系統之建立

The Development of Service Quality Management System for Small and Medium Service Industries

唐維珍(Wei-Chen Tang)

指導教授 ： 楊錦洲

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2012年)

https://doi.org/10.6840/cycu201200259

摘要

服務品質是中小型服務業的競爭武器，服務品質管理能夠有效控制成本、提升績效並且達到顧客滿意，甚至創造顧客價值。然而，目前現有的品質管理與改善系統適合用在組織體系完整、資源與人力充足的大型企業，而且是以製造業為主。根據資料顯示，台灣主要產業結構為中小型服務業，其佔全體企業的80%左右；因此，本研究欲建構一套適用在中小型服務業之服務品質管理系統。在考量到中小型服務業較弱的經營體質，像是專業不足、人才缺乏與資源有限的情況下，服務品質管理系統需要有階段性的實施與改善對策。故本研究依照文獻整理、專家訪談以及指導教授的經驗與理念發展出五階段服務品質管理的系統，分別為服務接觸點品質階段、服務遞送管理品質階段、服務體系管理品質階段、全面品質階段與經營品質階段，各品質階段架構下均有四到五個運作實務與實施項目。
本研究在建構完五階段服務品質管理系統之後，利用學術性之研究方法來確認其正確性、重要性，甚至重要度排序。成立專家小組以德菲法確認各品質階段之運作實務與實施項目，再以層級分析法（AHP）找出各品質階段、運作實務與實施項目之重要度排序。
五階段服務品質管理系統的重要度排序之研究結果為：全面品質階段→經營品質階段→服務接觸點品質階段→服務遞送管理品質階段→服務體系管理品質階段。中小型服務業在推動品質管理時，應從最初階段開始實施，再逐步的往上提昇。本研究所建構之服務品質管理系統除了有容易推行的品質管理階段，還包含了既詳細又易於理解的實施項目說明，可供中小型服務業在施行品質管理與改善策略時之參考指標。

關鍵字

中小型服務業 ； 服務品質 ； 德菲法 ； 層級分析法（AHP） ； 服務業

並列摘要

Service quality is a major competitive advantage for small and medium service enterprises. A business with good service quality management (SQM) can effectively control cost, improve performance, and meet customer satisfaction. However, the present SQM and Improvement System is only suitable for a big company which has a complete organization system, sufficient resources and manpower, especially for the manufacturing industry. According to the data, 80% of Taiwan's industrial structure are small and medium service enterprises. This study aimed to construct a service quality management system which apply for small and medium service enterprises. Considering the weaknesses of operation system of most small and medium service enterprises, such as insufficient professional knowledge, inadequate manpower and limited resources, the present service quality management system consists of five phases which are developed from references, experts’opinions and idealism of preceptor. There are service encounter quality phase, service delivery quality phase, service planning quality phase, total quality phase, and business quality phase respectively. Each quality phase has four or five operational and effect items.
After service quality management system is developed, this study makes use of technicality methods to identify it accuracy and importance. Delphi Method can then be used to confirm the overall quality phase including operational and effect items. Subsequently, AHP can be performed to prioritize the service quality system.
The priority of importance result of five phases SQM system is total quality phase → business quality phase → service encounter quality phase → service delivery quality phase→ service planning quality phase. Small and medium service industries should begin with the first quality phase then continuing next quality phase when former quality phase has got effects. This SQM system of investigation is developed particular items of operating which are easily to comprehend. For this reason, the present model can serve as a reference for small and medium service enterprises to promote quality management.

並列關鍵字

Delphi method ； Service quality ； Analytic hierarchy process（AHP） ； Service industries ； Small and medium service industries

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