台灣,一直引以為傲的是創造出為人津津樂道的世界經濟奇蹟,但深究其成長背後的助手,其實是一群中小企業,利用其生產彈性、快速應變、品質提升、價格合理、肯拼肯做的精神,支撐著台灣的成長動能,讓台灣能在全世界發光發熱。然而,全球的經濟衰退,也影響許多中小企業的成長,因此而暴露出中小企業本身體質,如:資源缺乏、人力素質、資金不足等先天不良的狀態。如何讓中小企業可以平順渡過經濟衰退造成的危機,便成為中小企業面對且需急迫解決的課題。管理顧問業藉由本身專業的經驗與知識,可以補足許多中小企業的經驗、能力與人力素質。本研究採用PZB的五大服務品質構面來探討管理顧問業之客戶重視度與滿意度之關聯性,並以重要度-績效分析加上不同企業基本屬性來探討彼此的相關性,以提供業者作參考。 研究結果發現,顧客對服務的重視度會影響滿意度,但也非每項服務的重視度皆會對客戶的滿意度造成影響,建議業者可參考重要度-績效矩陣圖中的優先改善區中的服務項目,針對此區域的項目加以擬定顧客服務改善策略,此即為重要度-績效分析最主要之策略意涵。
Taiwan, it’s the proud of created economic miracle in the world. Actually a group of small-and-medium enterprises help it grew up. Small-and-medium enterprises used manufacturing flexible、quick feedback、quality upgrade、reasonable price、doing spirit, it supported the growth kinetic energy, let Taiwan shining the world. But regression of global effected on small-and-medium enterprises growth. How can make small-and-medium enterprises pass the regression?that is a main topic for the small-and-medium enterprises。Consultative company depend on self expert experience and knowledge, it can help small-and-medium enterprises. This research take five service quality structures of PZB to discuss with consultative company of relation to customer respect of service and satisfaction at service, at the same time use Importance-Performance Analysis to discuss with relation in different business to each other,it will be a reference to consultative company. In this research result. It is show the customer respect of service will affect satisfaction at service, but it is not every customer respect of service can affect satisfaction at service. To suggest that consultative company can refer to Importance-Performance Analysis of service item in second quadrant, to plan for strategy of improvement in customer service.