服務者人格特質與顧客滿意度關係之研究

顧客滿意度是企業競爭優勢的來源，多數服務業之顧客滿意度提升更是需要藉由前線員工來達成。然而多數計程車服務企業為了加速車隊營運規模，對於車隊駕駛員的招募並未建立適當之管理制度，使得前線駕駛員在服務傳遞上可能無法符合或超過顧客之期望。本研究目的係探討前線服務者五大人格特質對顧客滿意度之影響，並且更進一步地檢視顧客性別、年齡對於服務者人格特質與滿意度間關係之干擾效果。本研究以220組駕駛與顧客做為研究樣本，並以階層迴歸進行假設驗證。研究結果發現，服務者嚴謹性、宜人性特質對於顧客滿意度有顯著正相關。此外，乘客性別會干擾服務者之嚴謹性、宜人性特質對滿意度間之關係。

關鍵字

計程車；人格特質；顧客滿意度

並列摘要

Customer satisfaction is considered a source of competitive advantage. In most service firms, enhancing satisfaction should be accomplished through frontline employees. In order to upsize the amount of taxi quickly, however, most taxi firms didn't build appropriate management system in drivers recruitment. It might cause that frontline drivers' service delivery couldn't meet or exceed the customers' expectations. The purpose of this article is to examine the relationship between frontline drivers' personality traits and cusromer satisfaction, and the moderating effects of customers' gender and age. We collected data from 222 sets of drivers and customers, conducted a series of hierarchical regression analysis to test our hypothesis. The results showed that the two personality traits - conscientiousness and agreeableness - had a strong effect on customer satisfaction. In addition, gender modrated the relationship between personality traits and customer satisfaction.

並列關鍵字

Taxi ； Personality traits ； and Customer Satisfaction

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