- 學位論文
客服中心服務品質與顧客滿意度之研究-以S公司為例
The research of call center service quality on customer satisfaction: The case study of S company
摘要
保險業在競爭日益激烈下，提升服務品質及顧客滿意度成為經營策略主要項目之一，因此公司對於服務該如何加強與提升，乃成為值得探討的議題。為瞭解服務品質對於S公司各服務構面對於滿意度之關聯性是否有顯著關係，以期對公司經營上有幫助，本研究將針對客服中心服務品質與顧客滿意度進行探討： 本研究旨在探討服務品質之服務構面對於S公司整體滿意度，0800客服中心整體滿意度及服務中心/分處整體滿意度之關聯性，使用SPSS22.0版作為數據分析工具，針對Ｓ公司客服中心各項滿意度進行分析。在研究方法上，使用信度分析，效度分析，變異數分析，迴歸分析...等。並經由相關文獻提出服務品質與顧客滿意度之研究。本研究目的探討結果為： (一) 服務品質之服務構面對於公司整體滿意度有部分顯著差異。 (二) 服務品質之服務構面對於0800客服中心整體滿意度有顯著差異。 (三) 服務品質之服務構面對於服務中心/分處整體滿意度有顯著差異。 依據本研究結論提出之研究發現，建議Ｓ公司可以加強公司整體滿意度之關懷性構面，0800客服中心整體滿意度及服務中心/分處整體滿意度，以持續服務品質及顧客滿意。
並列摘要
Due to the Insurance industry is more and more competitive, improving the service quality and the customer satisfaction become major topics that insurance company should focus on. The insurance company should study and pay attention to know how to enhance the service quality and the customer satisfaction. This research is designed to know is there any significant relationship between the S company service facets and customer satisfaction or not. The bullet point of this research will be focus on the relationship of call center service quality and customer satisfaction. Hope this study can help S company realize more about business running. The aim of this research is to know the relationship of customer satisfaction and service quality model of S company, S company service center and S company call center. This research use SPSS22.0 to analysis different customer satisfaction data by running reliable analysis, validity analysis, variation analysis, regression analysis and so on. This research is conducted by data analysis, reviewing and referring the paper. The results are listed as follows： (1) There are 3 significant effects between S company service quality model and customer satisfaction, but the other 2 effects are not significant. (2) There are significant effects between S company call center service quality model and customer satisfaction. (3) There are significant effects between S company service center service quality model and customer satisfaction. Base on this research, S company should cautiously maintain the service quality and customer satisfaction by emphasizing on call center and service center service quality, and empathy of service quality model.