物業E化管理、訊息傳遞品質、服務遞送品質對住戶滿意度之影響：檢測區分所有權之調節效果

THE EFFECTS OF E-MANAGEMENT, INFORMATION TRANSFER QUALITY, AND SERVICE DELIVERY QUALITY ON RESIDENTIAL SATISFACTION FOR PROPERTY MANAGEMENT INDUSTRY: EXAMINING THE MODERATING EFFECT OF OWNERSHIP

陳欽雨(Chin-Yeu Chen) ； 陳定家(Deng-Chia Chen)

《品質學報》 26卷4期 (2019/08) Pp. 228-251

https://doi.org/10.6220/joq.201908_26(4).0002

摘要

近來國人對居住品質的要求愈來愈高，住戶對物業管理者的服務品質要求亦日益提高，使得物業管理服務的競爭愈加激烈。根據資訊系統應用及服務接觸理論，可知物業電子化管理乃是時勢所驅，而物業管理服務品質與住戶滿意度息息相關，因此有關物業E化管理、訊息傳遞品質與服務遞送品質對住戶滿意度影響之相關議題，值得加以關注。本研究選擇臺灣地區大型的社區集合住宅為研究標的，採用問卷調查方式收集資料去驗證這些變項間之影響關係。研究結果顯示物業E化管理程度顯著正向影響訊息傳遞品質、服務遞送品質及其潛在變項，如正確性、即時性、可靠性及回應性等，且中介變項亦顯著正向影響住戶滿意度；但區分所有權有無則不具有調節效果。研究發現及建議可供物管業者發展E化服務策略以提升住戶滿意度之參考。

關鍵字

物業E化管理 ； 訊息傳遞品質 ； 服務遞送品質 ； 住戶滿意度

並列摘要

As people's needs of better living quality become higher, the requirements of service quality for residents are rising recently. This makes the competition in property management industry more intensive in Taiwan. Based on the theories of information system application and service encounter, the trend of property management is toward electronic ways, and the relationship between residential satisfaction and service quality is highly relevant; hence it deserves to explore the effects of e-management, information transfer quality, and service delivery quality on residential satisfaction for property industry. The research conducts a questionnaire to collect data from the residents living in a few large communities, and performs statistic analysis to verify the proposed hypotheses. The results show that there are significantly positive effects of e-management on information transfer quality, service delivery quality, and their latent variables such as correctness, timeliness, reliability, and responsiveness. Besides, the mediating variables all significantly and positively influence residential satisfaction. However, there is no moderating effect of ownership. The findings can provide the practitioners as a reference for developing e-service strategies in property management industry.

並列關鍵字

property e-management ； information transfer quality ； service delivery quality ； residential satisfaction

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