室內設計企業與客戶對於設計服務品質之認知差異

Recognition of Interior Design Service between the provider and the receiver

胡芳瑜(Fang-Yu Hu)

指導教授 ： 喬凌浩

國立臺北科技大學/設計學院/創新設計研究所/碩士(2008年)

https://doi.org/10.6841/NTUT.2008.00344

摘要

隨著社會經濟的變動，台灣現今設計產業的發展日漸蓬勃。室內設計公司的設立逐年成長，加上每年設計業人才供需遠高於整體設計產業需要，形成台灣目前設計市場競爭激烈的情勢。當市場競爭激烈，產出便越來越難以有所差異。因此，要從中脫穎而出，成功的經營室內設計事業似乎也相對面臨更多的困難。

本研究的目的在於透過服務品質的測量，了解室內設計業者與客戶雙方對於設計服務品質的認知差異，以提供設計業者改善服務品質的基礎，乃至最終達到室內設計事業成功經營的目標。研究從服務管理的角度，採用服務管理學者的理論基礎與評量工具，將修正後的工具分別運用於兩間室內設計公司中，個別檢驗設計服務供應者與接受者對於服務品質的感知程度。結合量化的調查結果與後續訪談的質性分析，從中尋求設計公司的品質改善之道。

經由兩間業務性質不同的設計公司實際調查發現，評量工具促使室內設計業者掌握經營管理的問題。修正後的檢測工具，可以適當衡量出該設計公司整體與單一個案的服務品質，得知客戶所給予的評價意見。透過條列服務過程中不同特徵作為評估的基準，能夠有助於業者檢視設計公司在每項服務品質的提供上是否恰當，並了解各項服務品質程度上的差異。

關鍵字

室內設計 ； 服務管理 ； 服務品質 ； 客戶關係 ； 評量工具

並列摘要

With rapid change of social economics, evolution of the interior design industry in Taiwan is booming. The numbers of interior design studios established are increasing. The supply of interior design services is greater than demands, which creates a highly competitive market in Taiwan. Under this circumstance, the providing of outstanding interior design products and services becomes crucial, and management nowadays faces more challenges in the development of a successful business operation.

The purpose of this research is to exam the quality of interior design services and to understand the gap in the recognition of the service quality between interior design enterprise and its customers. By enhancing service quality, management would be able to improve the customer relationship and therefore to achieve the ultimate goal of a successful business performance. Adopting the scholar’s theory basis and measurement of service management, in this research, the modified measurement will be applied respectively to two interior design companies to separately examine the degree of perception to the service quality concerning the provider and the receiver. The quantitative results will be integrated with the qualitative analysis of follow up interviews to generate indicators for service quality improvement.

After the practical investigation on two design companies of different business operations, it is discovered that measurements precipitate the interior design practitioner into gripping the operation and management problems. The modified measurements could adequately measure the entire and single-case service qualities of that company, and then the business practitioner could understand the opinions proposed by the customers. By listing the various features in the service process and make them as the measurement basis, this will be helpful for the business practitioner to examine that whether the company has done properly in its providing of every service quality and further understand the extent of difference in its service quality of every item.

並列關鍵字

Interior Design ； Service Management ； Service Quality ； Customer Relationship ； Measurement

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