- 學位論文
探討影響加油站服務品質關鍵成功因素之研究
Discussion on affecting the quality of Gas station service Study on key success factors
摘要
有關加油站服務品質滿意度之調查，國內已有多位學者研究及探討，但對於影響加油站服務品質得關鍵成功因素，尚無學者專家加以研究，本研究針對加油站服務品質，根據學者專家文獻之探討，將加油站服務品質分為「有形性」、「可靠性」、「確實性」、「反應性」、「關懷性」等五個構面，再由五個構面發展出18個關鍵成功因素，經30位具管理經驗的消費者及30位經營加油站主管，填寫AHP問卷，經AHP問卷資料回收分析，得出前十大關鍵成功因素，以作為加油站經營業者改善服務品質之參考。 其中30位經營加油站主管問卷分析統計影響加油站服務品質的前十大關鍵成功因素依序如下：油品品質優良、加油油量足夠、收款給據確實、地點便利、告知油錶歸零數量、服務態度親切、服務動作迅速、會員積點確實、主動招呼引導詢問、設備操作熟練。 另30位具管理經驗的消費者問卷分析統計影響加油站服務品質的前十大關鍵成功因素依序如下：加油油量足夠、設備操作熟練、服務動作迅速、油品品質優良、地點便利、主動招呼引導詢問、收款給據確實、服務態度親切、立即回應顧客問題、主動擦拭車窗玻璃。 經分析消費者與經營加油站主管問卷統計結果之主要差異，其中設備操作熟練在消費者心目中排行第2，但在加油站主管排行第10，油品品質優良在消費者排行第4，但在加油站主管排行第1，服務動作迅速在消費者心目中排行第3，但在加油站主管排行第7，其餘項目則排行差異不大。
並列摘要
The gas station service quality satisfaction survey, there were many scholars in the discussions, but was a key success factors affect the quality of service stations, no scholars and experts to study the quality of service stations, according to the scholars and experts purpose in this research, the quality of service stations into "tangible", "reliability", "certainty", "reactive", "care" five dimensions, and then from the five dimensions developed 18 key success factors, 30 management experience in consumer and 30 Petroleum competent, fill in the AHP questionnaire, analysis the AHP questionnaire data recovery, after statistical analysis, the to draw top ten key success factors, can be used as a gas station operations to improve service quality reference. 30 management experience in consumer questionnaire analysis of the top ten key success factors for the statistical impact on the quality of service stations in sequence as follows: sufficient fuel oil, skilled equipment operation, service and prompt action, oil quality, convenient location, the initiative greeted guide asked receivables According to indeed, friendly attitude, to respond immediately to customer problems, take the initiative to wipe the window glass. 30 Petroleum gas station in charge of questionnaire analysis of statistical affect the quality of service stations in the top ten key success factors as the following: quality of oil, fuel oil, enough to receivables According to Indeed, convenient location, inform fuel gauge zero quantity, friendly attitude, service and prompt action, Member plot point indeed, the initiative to call the guide asked, skilled equipment operation. The analysis of consumer survey statistics and the CPC competent substantial differences, including equipment operators skilled in the minds of consumers ranked No. 2, but ranked 10th in charge of oil, oil of good quality ranked 4th in the consumer, but in the oil charge ranked No. 1, the service prompt action ranked No. 3 in the minds of consumers, but ranked 7th in charge of oil, and the remaining projects are ranked little difference.