中科院行政部門服務品質與內部顧客滿意度之研究－以總務處為例

A Research on the Service Quality of CSIST Administration and Satisfaction Degree of its Internal Customers－A Case Study of General Affairs Division

姚孝文(Hsiao-Wen Yau)

指導教授 ： 徐學忍

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

本研究主要探討我國國防部中山科學研究院（以下簡稱中科院）以Parasuraman, Zeithaml and Berry等三位學者所提出之「服務品質模式」與SERVQUAL量表為基礎，經專家意見及探索式因素分析結果修正後發展適當之量表，以驗證中科院主管、服務人員及內部顧客對於總務處行政部門服務品質之期望與認知的程度，並藉由不同特性之內部顧客差異性，來瞭解其對於行政部門服務品質的觀點與想法，期望能找出其滿意（或不滿意）的關鍵因素，縮小各部門對行政工作服務品質期望及認知之差距，進而確實提升內部顧客滿意度與行政部門的服務品質及效率。
研究結果發現：
1. 中科院總務處「五個構面」服務品質確實存在「缺口二」、「缺口五」及「缺口六」，顯示主管與服務人員對於內部顧客服務品質重視度的認知上及對服務品質執行的滿意度上，看法均是一致的，且主管與服務人員亦瞭解內部顧客在其服務品質的滿意度上，並沒有達到他們對於服務品質的重視水準。
2. 仔細瞭解服務品質缺口存在的確切項目，而針對問卷中二十二個題項進行檢定發現：在構面中存在的服務品質「缺口二」、「缺口五」及「缺口六」中，二十二個問項均亦存在此三種缺口；但應特別注意的是在構面上雖無此種缺口存在，但其中確有缺口存在的題項。
3. 本研究發現在不同的「性別」、「年齡」、「婚姻」、「教育程度」及「服務單位」，在不同服務品質項目之「重視度」與「滿意度」上存有顯著差異。特別應注意的是「高學歷」、「年齡35至45歲」及「研發單位」等特性之顧客對中科院總務處服務品質的滿意度較低。
4. 建議中科院總務處，由本研究IPA分析後發現對於落在A、B象限的6及4個服務品質項目上，具備服務效率的優勢，在未來應「繼續保持」。落在D象限服務品質項目8、11、12、14及20，是中科院總務處在服務品質提供上的劣勢，迫切需要「加強改善的重點」，值得中科院總務處深入探討問題癥結所在，並擬訂改善方式，其次再改善C 象限的七個題項。

關鍵字

服務品質 ； 顧客滿意度 ； PZB模式 ； 因素分析

並列摘要

This study primarily probes the service quality of Chung-Shan Institute of Science and Technology of the Department of Defense（hereafter abbreviated to Chung-Shan Institute）. The study is based on the Service Quality Model proposed by Parasuraman, Zeithaml and Berry and the SERVQUAL chart. By way of experts’ opinions and the result of the factor analysis, an appropriate chart is established to test the service quality of the Office of General Affairs of Chung-Shan Institute. Three parties participate this test including the management director, the service person and the internal customer of Chung-Shan Institute. The test is to understand the expectation and perception of these three parties to the service quality of the Office of General Affairs of Chung-Shan Institute. At the same time, the test is to find the key factors to satisfaction (or dissatisfaction). In this way, it is hoped that differences between expectation and perception of these three parties can be reduced. Thus, both the degree of satisfaction of the internal customer and the service quality and efficiency of administrational departments can be promoted.
The findings of this study are summarized as follows:
1. The “Five Dimension” service quality of the Office of General Affairs of Chung-Shan Institute does have “Gap 2”, “Gap 5” and “Gap 6”. This means that the management director and the service person agree on the issues of the perception of the importance of the internal customer’s service quality and the degree of satisfaction with regards to the service quality execution. The management director and the service person also understand the degree of satisfaction with regards to the service quality of the internal customer does not achieve the level of the importance of the internal customer’s service quality.
2. After examining 22 items listed in the questionnaire, it is find that service quality of these 22 items also has “Gap 2”, “Gap 5” and “Gap 6”, just the same as those in the “Five Dimension”. It should be noted that though there are no such Gaps in the “Five Dimension” it does have items with regards to the existence of Gap.
3. In the items of “gender,” “age,” “marriage,” “education level,” and “service department” there exists significant difference in “importance” and “degree of satisfaction.” Particularly, customers characterized with “high education,” “age between 35 and 45” and “R&D department” show low degree of satisfaction with regards to the service quality of the Office of General Affairs of Chung-Shan Institute.
4. There are 6 and 4 service quality items which fall into A and B quadrant, respectively, after IPA analysis. These items have competitive advantage in service efficiency. It is our suggestion that the Office of General Affairs of Chung-Shan Institute continue to maintain these items. The service quality item 8, 11, 12, 14, and 20 fall into D quadrant. It is necessary to make immediately changes. After this step, the Office of General Affairs of Chung-Shan Institute needs to improve those 7 items, which fall into quadrant C.

並列關鍵字

Service Quality ； Customer Satisfaction ； PZB model ； Factor Analysis

參考文獻

12. 楊錦洲，「顧客需求與滿意度調查」，台灣檢驗科技股份有限公司，民國90年。

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