公共工程承包商委託專案管理廠商之服務品質研究─公部門觀點

A Service Quality Investigation of Public Engineerings Contractor Entrusting Construction Project Management Providers – The Perspective of Public Organizations

鍾興(Hsing Chung)

指導教授 ： 蘇俊憲

長榮大學/管理學院/經營管理研究所(博)/碩士(2007年)

https://doi.org/10.6833/CJCU.2007.00126

摘要

專案管理服務是一種技術性服務的服務業，專案管理廠商在執行服務期間，因各單位相繼採用此一服務，其服務品質日益重要。本研究嘗試以公部門的觀點探討專案管理廠商之服務品質、知覺犧牲與知覺價值對滿意度之關係。分析結果顯示，專案管理廠商服務品質對於公部門感受的知覺價值與滿意度皆有直接的影響關係。在知覺犧牲方面，公部門員工所感受的知覺犧牲對於知覺價值亦有顯著的負向影響關係，顯示公部門員工所付出的無形貨幣價值如果是不會耗費太多精神與時間時，則公部門員工將有較高之知覺價值。
整體來說，本研究最終之研究模式與Cronin et al.,（2000）提出之研究模式部份雷同，服務品質、知覺犧牲、知覺價值與滿意度的關係與Cronin et al.（2000）提及之滿意度模式一致。結果也顯示公部門員工的知覺價值是基於專案管理廠商所提供的服務品質部份及與公部門員工所付出精神與時間之間的權衡，基於此，即可對專案管理廠商作出整體的評估結果，而專案管理廠商所提供的服務品質與知覺犧牲會影響到公部門員工對於專案管理廠商整體價值上之感受而後影響其滿意度。

關鍵字

專案管理 ； 服務品質 ； 知覺價值 ； 滿意度

並列摘要

The project management is one specialized service whose service quality becomes increasingly important with the growth of adopting organizations. This paper tends to investigate the relationship among service quality, perceived sacrifice and perceived value with satisfaction. The results reveal that service quality of construction project management providers directly influence perceived value and satisfaction of the public sector organizations, whereas perceived sacrifice has apparent negative effects on their perceived value. When the paid price takes less energy and time, the public sector organizations will have greater perceived value.
Overall, the model that this paper eventually found is partially similar to the proposed model by Cronin et al. (2000). The relationship among service quality, perceived sacrifice, perceived value and satisfaction also coincides with the satisfaction index stated by Cronin et al. (2000). In addition, the results demonstrate that perceived value of the public sector is based on the equation between service quality by construction project management providers and the devotion of time and energy by the public sector. In conclusion, service quality offered by construction project management providers and perceived sacrifice can influence the perceived value of the public sector organizations, and furthermore, affect their satisfaction. On such basis, a full assessment toward construction project management providers can be generated.
Keywords: Project Management, Service Quality, Perceived Value, Satisfaction

並列關鍵字

Project Management ； Service Quality ； Perceived Value ； Satisfaction

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