影響維修服務滿意度之關鍵因素
-以中華電信為例

本研究係以國內電信公司為例，探討個案公司維修服務品質之關鍵因素，以供其作為日後業務改善精進之依據。本研究首先參考過往文獻，歸納出四項主要構面因素，分別是：有形性、可靠性、反應性及關懷性，再延伸出13項構成因素後，運用分析層級程序法（AHP）模式，進行分析探討。　　分析結果顯示：「反應性」在第二層構面層級中，重要性名列第一，而第三層又以「緊急事件」的重要性名列第一，「溝通協調的能力」排名第二，「費用減免」排名第三。客戶對於「關懷性」中的「維修後對客戶的關懷」及「有形性」中的「網頁規劃」、「員工儀容」則沒有顯著的感受。這顯示立即性處理突發狀況和現場感受到人員的專業度及服務態度才是客戶最為重視的。　　本研究對上述調查結果提出結論與建議，以供個案公司日後進行服務品質改善及營運提升之參考。

關鍵字

分析層級程序法（AHP）；服務品質；中華電信

並列摘要

This paper takes a domestic natural gas company as an example to study the key factors for the service quality of natural gas pipeline installation. In this study, we reviewed related works and summarized four main aspects, tangibility, reliability, responsiveness, and empathy. After extending 13 factors from the four aspects, we generated a questionnaire, and used the Analytic Hierarchy Process (AHP) model to analyze survey results. Results of the analysis show that "empathy" ranks first in the second level, and in the third level, the most important factor is "emergency" followed by "On-the-spot attitude" and "instant service". The results show that customers have no significant feelings about "website design", "physical environment", and "employee grooming" within the "stangibility" aspect. On the other hand, security and on-site service attitude are the most important for customers. This paper gives conclusions and suggestions based on the survey and analysis results, and provides a reference to related companies which plan to improve their service and operation in the future.