服務品質、顧客價值、關係品質對顧客滿意度影響之研究—以南部地區用電設備檢驗維護業為例

Service Quality, Customer Value,Relationship Between The Quality of Research on the Impact of Customer Satisfaction - To the Southern Region to Maintain Electrical Equipment Industry as an Example Test

陳天成(Tien-Cheng Chen)

指導教授 ： 曾信超

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2009年)

https://doi.org/10.6833/CJCU.2009.00074

摘要

在經濟結構巨幅變化，競爭日趨激烈，產品差距日漸縮小之際，未來企業成功的關鍵，勢必除了技術的高下外，更以服務的優劣為導向。但即使有再好的服務，或高品質的服務傳遞過程，也難保執行作業的從業員不會犯錯，在面臨服務失敗時，顧客的抱怨行為將接踵而至，而有效掌握服務失誤的成因及妥善進行服務失誤補救處理，把不滿的顧客變為一輩子的顧客，就顯得格外重要。
本研究主要是以用電設備檢驗維護業之顧客做為研究的對象，進而探討用電設備檢驗維護業之服務品質、顧客價值、關係品質、顧客滿意度四者之間的關聯性，並以服務品質基礎的研究架構模式，採用多變量變異數分析、信度分析、效度分析、結構方程模式等統計學工具，分析各變數間的影響效果。
結果發現：（1）服務品質對顧客價值有正向影響關係；（2）服務品質對關係品質有正向影響關係；（3）服務品質對顧客滿意度具有顯著的正向影響關係；（4）顧客價值對關係品質有正向影響關係；（5）顧客價值對顧客滿意度有正向影響關係；（6）關係品質對顧客滿意度有正向影響關係；這些研究結果可以提供用電設備檢驗維護業改善不良及不足的服務品質的有效的處理方式，並且更精進用電設備檢驗維護業的服務效能，同時更能促進各種產業競爭力的提升。

關鍵字

用電設備檢驗維護業、服務品質、顧客價值、關係品質、顧客滿意度

並列摘要

Huge changes in the economic structure, increasing competition, products, narrow gap, the key to future business success, it is bound in addition to high technology, but also to the merits of service-oriented. But even the best services, or high-quality service delivery process, there is no guarantee that the implementation of operations employees will not make mistakes, in the face of service failure, customers will follow the acts complained of, and effective grasp of the causes of service failures and proper remedy to deal with service failures, and dissatisfied customers into lifetime customers, it becomes more important.
The purpose of this study is to test electrical equipment maintenance industry customers as the object of study, and to explore the maintenance of electrical equipment testing services to industry quality, customer value, relationship quality, customer satisfaction between the four relevance, and to Research on quality of service-based architecture model, the use of changing the number of abnormal volume change analysis, analysis of letters degree, degree efficiency analysis, structural equation modeling and other statistical tools to analyze the effects of inter-variable.
The results showed that: (1) quality of service value to customer relations are affected; (2) of the relationship between service quality have a positive impact on relationship quality; (3) service quality of customer satisfaction with the relationship between significant positive effects; (4 ) on the relationship between customer value have a positive impact on relationship quality; (5) customer value have positive effects on the relationship between customer satisfaction; (6) relationship quality has positive effects on the relationship between customer satisfaction; these findings can provide electrical equipment maintenance inspection and adverse industry to improve quality of service less than an effective way of handling, and more alcohol into the maintenance of electrical equipment testing services to industry performance, while better promoting the upgrading of industrial competitiveness.

並列關鍵字

Maintenance of electrical equipment testing industry, service quality, customer value, relationship quality, customer satisfaction

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