公寓大廈管理維護服務業服務品質構念暨滿意度研究

Service Quality Constructs and Customer Satisfaction for Condominium Management

郭燿禎(Yao-Chen Kuo) ； 周瑞生(Jui-Sheng Chou) ； 孫國勛(Kuo-Shun Sun) ； 陳冠宇(Kuan-Yu Chen)

《物業管理學會論文集》 第3屆 (2009/07) Pp. 126-137

https://doi.org/10.29468/PMR.200907.0126

摘要

服務產業的發展及競爭力強化須仰賴服務品質的持續提升，近年來國內集中式住宅管理需求激增，公寓大廈管理維護公司設立數量亦大幅增加。目前國內公寓大廈管理維護業尚未建立完整的服務品質評估系統，因此難以衡量公寓大廈管理維護廠商之服務品質。缺乏廠商服務品質資訊造成物業管理產業僅能仰賴價格及主觀評判標準相互競爭，難以刺激加速此行業之成長。本研究目的將採用SERVPERF知覺品質衡量模式及SERVQUAL品質量表構念解析服務程序，發展公寓大廈管理維護業之服務品質衡量模式。藉由探索性因素分析及路徑分析法，建構公寓大廈管理維護服務業服務品質與服務滿意度間之結構模型。本研究期能由因果關係模型之建立，讓國內相關業者更了解如何改善服務品質藉以提升服務滿意度，進一步建構出國內公寓大廈管理維護服務業之良性競爭環境。。

關鍵字

滿意度 ； 品質量表 ； 品質構念 ； 多變量分析

並列摘要

With the global trend of Urbanization, numerous residential buildings increase dramatically and therefore result in large demands on condominium management service. Recently, it was found that the companies in this sector have wide variety in their service quality measurement which is deemed as the key factor to improve customer satisfaction and customer complaints. The purpose of this study is to explore the service quality constructs and their observed indicators for the condominium management sector. SERVQUAL has been the most popular measurement instrument of the service quality. This study referred to the procedures for exploring the service quality constructs. In addition, the structure equation model of identified service quality constructs and customer satisfaction were developed to investigate the causal effects of service quality constructs on customer satisfaction.

並列關鍵字

Building Management ； Service Quality ； SERVQUAL ； Multivariate Analysis