服務品質與顧客滿意度之關聯性研究-公司類型之干擾效果

網路快速的發展帶動了許多科技產業的興起，許多企業的資訊機房規模也因此不斷擴充或改建，對於能夠維持資訊機房內環境的恆溫恆濕、平均且穩定的氣流分佈、長時間運轉的耐用度、更高的節能效果和互相備援的高可靠度等多樣條件的精密空調設備也被越來越被重視｡有了這樣的發展利基，隨著越來越多資訊機房的建設，資訊機房精密空調產業將會達到前所未有的高峰期，唯有持續創新服務並提高服務品質及顧客滿意度才能達到企業的永續經營目標｡本研究也探討公司類型包含了｢產業別｣、｢服務機關的性質｣、｢公司人數｣、｢公司創業年資｣、｢公司年營收｣對於服務品質與顧客滿意度關係之干擾效果，其中發現｢產業別｣與｢公司年營收｣對於服務品質與顧客滿意度之關係具有顯著的干擾效用｡本研究結果發現服務品質的五個構面對於顧客滿意度都有顯著影響，其中「有形性」的影響顧客滿意度最大，其次為「保證性」，顧客滿意度感受較低為「關懷性」｡期望以上的結果對於資訊機房精密空調設備銷售或維護的服務改善具有參考方向，進而提高顧客滿意度讓企業能夠永續發展｡

關鍵字

服務品質；顧客滿意度

並列摘要

The rapid development of the Internet has led to the rise of many technology industries. As a result, the scale of internet data center for many companies has been continuously expanded or rebuilt. The precision air-conditioning equipment with various conditions, such as, the constant temperature and humidity of the environment, the well distributed airflow, the durability of long-term operation and higher energy-saving effects and high reliability of mutual assistance ect., has also been increasingly taken into account. With such a development niche, as more and more needs of internet data centers, the precision air-conditioning industry will reach an unprecedented peak era. Only by continuously innovating service quality and customer satisfaction can the company's sustainable business be achieved. This study also discusses the moderating effects on the relationship between service quality and customer satisfaction of company types that include the “industry category”, “nature of company”, “the number of employees”, “the years of entrepreneurship” and “the annual revenue”. It was found that "industry category" and "the annual revenue" have significant moderating effects on the relationship between service quality and customer satisfaction. The results of this study show that the five aspects of service quality have a significant influence on customer satisfaction, as “tangibles” affecting customer satisfaction the most, followed by “assurance”, and “empathy” is the last. Hopefully, in the future, that the above results will have a reference value for the improvement of service for either the sale or maintenance of precision air-conditioning equipment of internet data centers thereby improving customer satisfaction so that the company can continue to develop.