應用IPA於內部服務品質之研究：以某海運承攬運送業者為例

Applying Importance-Performance Analysis in Internal Service Quality: Case Study of an Ocean Freight Forwarder Company

張紘炬(Horng-Jinh Chang) ； 廖玲珠(Ling-Chu Liao)

《創新與管理》 9卷2期 (2012/05) Pp. 31-52

https://doi.org/10.30118/JIM.201205.0002

摘要

企業永續經營的目的即是持續的提供管理與服務，並滿足員工的需求，當員工滿意度下降時，則影響到管理者決策制定與整體績效。如何找出關鍵服務品質，在成本－效益考量之下，要達到企業整體目標實為管理當局之企盼與責任。本研究以提供國際海運貨物承攬運送服務之海運承攬運送業的某個案公司為對象，探討內部顧客（員工）對公司所提供各項服務品質的看法與評價，並以設定議題與自由意見填寫問卷方式，使用具體數據清楚分析員工需求角度與滿意指標。本研究以SERVQUAL量表為問卷架構，設計包含海運承攬運送業基本特性及服務的29項題目，進行問卷調查，將這些指標透過IPA（Importance-Performance Analysis）分析法找出重要程度與滿意程度指標分析狀況，以更清楚地瞭解員工的聲音與偏好，進一步歸納出重點，以改善服務品質，並以此為據獲得關鍵品質，創新服務方法，滿足員工需求與提高整體滿意度。

關鍵字

IPA ； 內部服務品質 ； 海運承攬運送業

並列摘要

The goal of enterprise continues forever which manages is continues to manage and provide service to meet staff's needed. When the degree of satisfaction of staffs drops, and then affects the management decision-making and the overall performance. Under the cost-benefit certain, how to discover the key service quality? It is the responsibility that the enterprise must be enhancing the overall goal. This research took the Ocean Freight Forwarder, a case Company, as an object to discuss the employee's view and appraisal on the how to handle each service case. To identify the direction of the employee's demand and the degree of the satisfactory by establishing agenda and free opinion filling. This research took the meter of SERVQUAL as the construction of questionnaire which used different method from other industry and regularly methods for the quality evaluation of internal service quality and it proposed 29 questions. In order to find out the key point of improving the further service quality, the index of pattern would point to the importance and degree of satisfaction by IPA (Important-Performance Analysis) which can clearly understand the employee's demand and enhances the satisfaction degree on appropriate for management strategy.

並列關鍵字

IPA ； internal service quality ； ocean freight forwarder