工程業服務品質對顧客關係影響之研究－以台南地區甲級水電工程業為例

The Effects of Service Quality on Customer Relationship ─ An Empirical Study Grade-A Hydraulic and Electrical Engineering Industry in Tainan area

鄭憲堂(Hsiew-Tang Cheng)

指導教授 ： 曾信超

共同指導教授 ： 顏義文

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2008年)

摘要

現今許多國家經濟日益蓬勃發展，各工業化國家對服務業的需求日益殷切，近年來的卓越經濟表現，提供了服務業快速成長的機會，水電工程產業在大環境的進步壓力下，當然要提出好的服務品質，同時帶動產業競爭力的提升。
本研究為了探討台南地區甲級水電工程業的服務效能，提出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，研究顧客對甲級水電工程業之服務品質、顧客價值、關係品質對顧客後續忠誠度的影響關係，以台南地區甲級水電工程業的顧客為研究母體，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）服務品質對顧客忠誠度不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）顧客價值對顧客忠誠度有正向影響關係；（6）關係品質對顧客忠誠度有正向影響關係；這些研究結果可以提供甲級水電工程業改善不良的服務品質的有效的處理方式，同時更精進水電工程業的服務效能，促進產業競爭力的提升。

關鍵字

甲級水電工程業、服務品質、顧客價值、關係品質、顧客忠誠度

並列摘要

In line with their increasing economic development, many countries have seen an increasing demand for the service industry. Economic development thus serves to foster the service industry and consequently increasing competition in the sector. To ensure sustainable development under these circumstances, the hydraulic and electrical engineering industry must elevate its service quality and business competitiveness.
This study constructed a research structure model of service quality to explore the service effectiveness of the Grade-A hydraulic and electrical engineering industry in the Tainan area. With the industry’s customers in the Tainan area as its subjects, this study adopted several statistical methods such as multivariate analysis of variance, reliability analysis, validity analysis, and structural equation modeling as its instruments to investigate the relationships among customer loyalty, service quality, customer value, and relationship quality in the industry. The results indicate that (1) service quality has a positive influence on customer value; (2) service quality has a positive influence on relationship quality; (3) service quality has no significant positive influence on customer loyalty; (4) customer value has a positive influence on relationship quality; (5) customer value has a positive influence on customer loyalty; (6) relationship quality has a positive influence on customer loyalty.
The findings of this study serve as a reference for the hydraulic and electrical industry to improve service quality and effectiveness in order to raise business competitiveness.

並列關鍵字

Grade-A Hydraulic and Electrical Engineering Industry, Service Quality, Customer Value, Relationship Quality, Loyalty

參考文獻

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