台灣省自來水公司服務品質與
顧客滿意度關係之研究-
以第六區管理處為例

本研究以台水大台南地區之用戶為研究對象，依據國外知名學者P.Z.B的服務品質模式之SETVQUAL量表並以Likert等 7點尺度作評估，以五個構面元素與26項服務品質衡量題項，採問卷方式，來探討用戶對於台水第六區管理處在服務品質認知與期望的服務水準間之差距。研究結果顯示服務品質重視程度與滿意程度有顯著性的差異，依台水公司用戶服務品質重視程度與滿意程度分析圖而言：第二象限「優先改善區」急需改善的項目分別是「台水服務人員會在用戶遭遇問題時盡力協助解決」、「台水計費及抄表數據記錄準確可信」、「台水用戶可事先獲知自來水工程施工停水訊息」等。本研究亦發現台水應加強顧客所重視的是「服務反應性」的內涵，因為水資源是民生必需品，其替代程度很小，所以顧客對於水資源的需求上有需要立即的被滿足，所以造成台水員工在服務反應性上的快慢或者品質的高低被顧客視為是最重視的指標，以期提升台水公司用戶的滿意度。另本研究亦發現不同個人屬性的顧客與各構面的認知差異，這代表著無論是男人還是女人，已婚或者是結婚，高學歷或者低學歷者等等對於台水公司目前提供的各項服務的重視度以及滿意度上皆呈現不同的結果，簡而言之就是以上的個人屬性來區分群體所感受到的滿意度及重視度皆不相同，如此要針對某特定族群提供有效的服務實屬不易。

關鍵字

台水； PZB模式；服務品質；顧客滿意度

並列摘要

The subject of the research is the customer of Taiwan Water Corporation (TWC) within Tainan area. The research was measured by SETVQUAL norm of P.Z.B. service quality model with 7 point Likert-type scale. Adopting the questionnaire method with 26 questions that bottom upon 5 factors to treat the differences between the customer’s percept and expectancy of service quality. The conclusions of this research： It has outstanding differences between customer’s importance and satisfaction of service quality. According to the importance-satisfaction matrix analysis, the second quadrant is the「first-improved zone」. The improved items include :「TWC servants help their customer to solve problems at full steam.」,「TWC charges customers correctly.」 and 「TWC customers can get any information aforehand.」 etc. In addition, TWC itself should augment the responsiveness of service which the customer cares very much. Water is necessary with few substitutes, so the demand of water for customer should be satisfied immediately. The most important indicator for the customer is TWC servants’ responsiveness which is the faster the better. Therefore, TWC could improve the servants’ responsiveness to increase customer satisfaction. There are outstanding differences of customer characteristics on each construct. It means the different customer's percept toward the importance and satisfaction of service quality is all different. In brief, it is difficult for TWC to aim at different customers to provide a valid service.

並列關鍵字

TWC ； PZB Model ； service quality ； customer satisfaction

參考文獻

1. Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994).Customer Satisfaction, Market Share and Profitability: Findings from Sweden. Journal of Marketing, 58, pp.53-66.

2. Bolton, R.N., ＆ Drew, J.H. (March 1991). A Multistage Model of Customers’ Assessments of Service Quality and Value. Journal of Consumer Research, 17,4, pp.375-384.

3. Brown, T.J., Churchill, Jr., & Peter, J.P. (1993). Research note: Improving the measurement of service quality. Journal of Retailing, 69(1),pp.127-139.

3. Cardozo, R.N. (1965). An Experimental Study of Customer Effort, Expectation and Satisfaction. Journal of Marketing Research, 24, pp.244-249.

4. Carman, J.M. (1990). Consumer Perception of Service Quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66（1）, pp.33-55.

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台灣省自來水公司服務品質與顧客滿意度關係之研究- 以第六區管理處為例

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