工業設計公司服務品質、設計品質與顧客滿意度之研究-以個案設計公司為例

A Case Study on Service Quality, Design Quality and Customer Satisfaction of an Industrial Design Consultancy

林志凌(Chih-ling Lin)

指導教授 ： 黃子坤

國立臺北科技大學/設計學院/創新設計研究所/碩士(2008年)

摘要

台灣工業設計產業近年來位於高度競爭且市場趨於飽和的環境，工業設計公司除了著重設計品質與專業能力，在我國產業結構轉變為以服務業為主體，服務觀念的重視與服務品質的推動，對於工業設計服務業也應佔有一定比重，並且設計公司對於服務品質的提升，也成為維持本身良好競爭力的一大課題。
本研究以個案工業設計公司為對象，透過文獻調查，探討設計品質、服務品質與顧客滿意之相關理論。第二階段利用深度訪談法，訪談個案公司與其客戶，以瞭解個案公司提供之設計服務與客戶之認知。最後，利用訪談分析客戶滿意度與專家訪談，驗證設計品質與服務品質對於顧客滿意之影響力。
經過個案研究內容之分析與比較，本研究的結論如下：
(一) 當設計品質滿意度達到客戶預期，服務品質會如同魅力品質加深客戶之滿意度，且服務品質提升能夠提高設計服務的競爭力。
(二) 不同客戶與專案類型會有不同的設計品質之重視構面，其中市場趨勢構面最接近設計品質之認知滿意度，且設計創意因為結構創意提高滿意度時，生產可行性之滿意度將受到影響而降低。
(三) 客戶認知的服務品質構面中，反應性滿意度之影響力高於其他構面。此外，有形性與可靠性等必要品質亦須達到客戶之期望。
(四) 工業設計之專業設計品質為客戶必要需求，當專業能力無法滿足客戶之需求，將顯著影響整體滿意度。

關鍵字

服務品質 ； 工業設計 ； 設計品質 ； 顧客滿意

並列摘要

Recent status shows the industrial design in Taiwan has situate in high competitive and almost saturated market for it, plus Taiwanese industrial structure has moving towards to service industry as main; nowadays industrial design company not only has emphasize on design quality and professional abilities, more and more companies also introduce service notion and advancing on service quality, therefore it raised another challenge to industrial design company to maintain self competence while improving its service quality.
Researcher use sample industrial design company as subject in the research; through the literature review, it probe into relevant theories of design quality, service quality and customer satisfaction. In second phrase, research uses in-depth interview to understand the subject’s offering design service and its clients’ perception towards received design service. At last, in order to prove the influence of design quality and service quality on customer satisfaction researcher go through interview analysis, customer satisfaction and interview with professions in the following chapters.
As the result of various analysis and comparison, the research has concluded as following:
1. While the design quality has reached client’s expectation, service quality can play similar job as attractive quality to emphasize client's satisfaction.
2. Different clients and projects base on different needs of design quality, while sectors of both market trending and design creativity has improved, the lesser negative influence would conduct on satisfaction of production feasibility.
3. To the client, responsiveness sector’s effectiveness is higher than others in overall service quality structure. Additionally, quality sector such as tangible and reliability are also imperative to be satisfied to reach client’s expectation.
4. The professional design quality of industrial design is indispensable, it is unquestionable the overall satisfaction would be effected if these professional abilities couldn’t satisfy clients’ needs.

並列關鍵字

service quality ； industrial design ； design quality ； customer satisfaction

參考文獻

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