應用PZB模式探討建設公司交屋人員服務品質之研究

A STUDY ON THE SERVICE QUALITY OF RESIDENCE DELIVERY OF CONSTRUCTION COMPANY BY PZB MODEL

陳水定(Shui-Ting Chen) ； 鄭紹材(Shao-Tsai Cheng)

《營建管理季刊》 95期 (2013/07) Pp. 34-49

https://doi.org/10.6505/CMJ-2013-95-34-16

摘要

國內營建業之特性常定位在製造業，因應全面品質管理與顧客導向之需求，加入服務品質的管理策略，可以提升營建業的加值與創新。本文以建設公司交屋過程之服務品質為探討主題，應用Parasuraman, Zeithaml, Berry三位學者所發展衡量服務品質模式的五大構面，透過問卷分析，探討顧客於交屋前「期望服務」及交屋後「感受服務」差距，採用「重要度與表現度分析」與「品質改善指標」，彙整出優先改善服務品質要素之項目。研究結果發現五大構面中有六項優先改善服務品質要素，並提出改善策略。

關鍵字

服務品質 ； 期望服務 ； 感受服務 ； 重要度與表現度分析 ； 品質改善指標

並列摘要

Because of the features, the domestic construction industry is often regarded as a manufacturing industry. In response to the demands of comprehensive quality management and customer orientation, the management strategy with service quality may promote the added value and innovation for construction industry. This paper is to explore the subject of service quality during the residence delivery process of construction company to customer, take advantage of the five dimensions of measuring service quality model developed by three scholars, Parasuraman, Zeithaml and Berry and analyze the questionnaire to probe the differences between ＂Expected Service＂ before delivery and ＂Perceived Service＂ after delivery for customer; furthermore adopt ＂Importance and Performance Analysis＂ and ＂Quality Improvement Index＂ to aggregate the priority items to improve service quality factors. In the result of research, among the five dimensions, six priority service quality improving factors are found and the improving strategy is raised.

並列關鍵字

Service quality ； Expected service ； Perceived service ； Importance and performance analysis ； Quality improvement index