加油站服務之顧客滿意研究－以彰化縣M加油站為例

A Study on Customer Satisfaction of Gas Station Service: A Case Study of a Gas Station in Changhua County

楊輝南(Huei-Nan Yang)

《建國科大學報》 29卷3期 (2010/04) Pp. 41-59

https://doi.org/10.6995/JCTU.201004.0041

摘要

本研究旨在透過顧客滿意度調查瞭解顧客對於加油站服務之滿意認知，及人口統計變項對滿意認知之差異比較，並依研究結果進行討論與建議。本研究採用定點調查方式，配合結構式問卷進行面對面不記名問卷填答蒐集資料。問卷調查採用便利抽樣方式進行，總計發放顧客問卷250分，回收有效問卷240份，有效問卷回收率96.00%。
針對受訪者所填答問卷，本研究採用描述性統計、T檢定、與單因子變異數分析(ANOVA)，進行統計與資料分析，冀望瞭解顧客對於加油站各服務接觸點之滿意度，並提出因應對策；以及瞭解不同屬性顧客，對於加油站各服務接觸點之滿意認知，是否存在顯著差異。

關鍵字

顧客滿意 ； 服務品質 ； 加油站

並列摘要

The main purpose of the present study is to research customer satisfaction on gas station service. Central Location Test is adopted to collect data. From the total of 250 questionnaires, 240 valid ones are obtained. According to the result of the questionnaire, scores of customer satisfaction of the 29 service items are all lower than 5.00 points. The result shows that the majority of customers are not very satisfied with the service of this gas station. T-test and ANOVA are further adopted to explore whether there are significant differences in customers' perceptions on satisfaction of gas station by testing some demographic variables.

並列關鍵字

customer satisfaction ； service quality ； gas station