電梯保養業服務品質、顧客滿意度與忠誠度關係之研究

A Study of Elevator Maintenance Service Quality,Customer Satisfaction and Loyalty

江振寬(Cheng-Kuan Chiang)

指導教授 ： 湯玲郎

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

台灣地區隨著都市化的發展，電梯已經與人的生活密切相關，而電梯產業因受到建築業景氣的影響，已逐漸將經營重心由新梯的銷售轉移至電梯保養市場，電梯原廠應提昇服務品質，提供電梯用戶安全舒適的電梯使用環境，並確保公司獲利，以創造電梯原廠及電梯用戶雙贏。
本研究以國內市佔率第一之電梯公司的保養合約客戶為研究對象。以PZB服務品質模式及SERVQUAL量表為基礎，發展電梯保養品質與滿意度問卷，調查750位公寓大廈、辦公大樓、醫院、百貨公司、商場、學校、工廠及私人住宅等各類型電梯用戶，回收有效樣本511份，探討電梯保養服務品質與滿意度及續約意願之間的關聯性。經對樣本資料進行t檢定、單因子變異數分析及迴歸分析，研究結果發現(1)電梯用戶對電梯保養服務品質的知覺與期望間存在顯著的品質缺口，顧客的期望未得到滿足。(2)電梯保養整體滿意度與服務品質的有形性、保證性及關懷性構面之間具有相關性，R Square判定係數為 0.525。 (3)電梯用戶續約意願與滿意度間具有正相關性，相關系數0.595，R Square判定係數為 0.354。
最後建議電梯保養業對於改善服務品質應以與可靠性相關的屬性為重點，以提昇顧客滿意度。需加強保養人員對故障處理方面的專業技能，當故障發生時能一次就修復以滿足用戶用電梯的需求，並建構快速回應的維修另件調達體系以快速滿足電梯故障時更換另件的需求。在中彰投地區電梯保養業者應考慮分散服務據點的設立，增加服務點的含概率，縮短回應時間以提高顧客滿意度。

關鍵字

電梯保養 ； 服務品質 ； 顧客滿意度 ； PZB

並列摘要

As a result of urbanization, the correlation between elevator and human life has become very closely in Taiwan. While the influence of real property boom, elevator industry should shift business core from new elevator selling to service. Elevator original factories must advance its service quality to provide users with safe and comfortable conditions, assuring the firm’s profit to create win-win situation for both.
This study takes the customers with the maintenance contract of the major market share elevator company in Taiwan as the interviewer to expand questionnaires about survey quality of elevator maintenance and satisfaction by using PZB service gap model and SERVQUAL Chart. And discuss the relationship between the service quality of elevator maintenance, customer’s satisfaction and their desire to continue contracts. The 750 investigated elevator users include apartment, office building, hospital, department store, market, school, factory and individual home using. There were retrieved 511 valid samples. After analysis sample data by t-test, one-way ANOVA and regression, the results of the study show that: 1. There’s a significant gap between the user’s aesthesia and their anticipation. The customers are not satisfied with serving quality of elevator maintenance. 2. The whole satisfaction of the elevator maintenance is related to the tangible, assured and attentive serving quality. The R Square coefficient is 0.525. 3. There’s a positive relation between customer’s desire to continue contracts and satisfaction. The correlation is 0.595 and the R Square coefficient is 0.354.
According to the result, this study recommends elevator proprietor that reliability is very important in improving service quality to promote customer’s satisfaction. Elevator proprietor must not only enhance professional skill of the technician to repair elevator at once when breakdown, but also establish immediate component supplying system when needed. In the middle area of Taiwan, elevator proprietor should think about establishing more separate service points for cutting down respondent time to increase customer’s satisfaction.

並列關鍵字

Elevator Maintenance ； Service Quality ； Customer Satisfaction ； PZB

參考文獻

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