關係品質對服務品質及其缺口之影響

The Effect of Relationship Quality on Improving Service Quality Gap and Service Quality

李水河(Shui-Ho Lee) ； 林村基(Erwin T. J. Lin)

《明道學術論壇》 8卷2期 (2012/06) Pp. 41-56

https://doi.org/10.6953/MJ.201206.0041

摘要

服務品質是企業經營致勝的關鍵因素之一，其如何提升不僅重要而且迫切。然而，服務品質並不像實體的產品品質般具體，許多企業經營者對於服務品質尚處於摸索的階段。本研究之目的在於找出提升服務品質的具體作為，並以大型量販店、銀行業與房仲業等三種服務業的顧客為研究對象，總計收集了584份有效問卷，經採用相關分析對各研究假說加以驗證結果發現：（1）關係品質對服務品質缺口有負向的影響。（2）服務品質缺口對服務品質有負向的影響。（3）關係品質對服務品質有正向的影響。本研究的具體貢獻：對以往看似籠統的「改善服務品質」的目標提出了具體的做法，同時也為期盼提升服務品質的經營者提供了務實可行的指引方向。

關鍵字

關係品質 ； 服務品質 ； 服務品質缺口

並列摘要

In today’s marketplace many enterprises in the world have facing keen competition from both intra- and inter-industries, providing high level quality of service so as to attract more customers has became an urgent and important strategy for operating business. Although many managers of tertiary industry awake the importance of service quality, they generally do not know how to improve it, however. This is partly due to the fact that service quality is not as tangible as that of general commodities. The purpose of this study is to explore more specific and concrete techniques for measuring service quality. We acquired 584 effective questionnaires from customers of three industries, namely: large scale retailers, real estate agencies and commercial banks. Correlation analysis is adopted to test all hypotheses. The findings are follows: (1) the correlation coefficient between relationship quality and service quality gap is negative; (2) the effect of service quality gap on service quality is negative; and (3) the correlation coefficient between relationship quality and service quality is positive. Based on the empirical results, the policy implication is that, service quality gap should be further narrowed down. Furthermore, the service quality can be ameliorated by leveling up relationship quality. The major contribution of this paper is that, by using questionnaire, one can gain more insight into the main factors influencing service quality, from which, the strategies for improving service quality are then derived.

並列關鍵字

Service Quality ； Relationship Quality ； Service Quality Gap