- 學位論文
社褔機構服務品質與永續經營之研究
The Research on Service Quality and Sustainable Management of Social Welfare Organizations
摘要
非營利組織中的社褔機構目前面臨著強大的競爭壓力，導致在經營策略上需學習營利組織之營運模式，才得以永續經營。而社褔機構應如何導入企管理念，並結合組織使命、價值與實務經驗，制定出有效的服務品質策略，並在變化的環境中力求生存與發展，如何讓顧客受到良好的服務，就必須要以服務品質為導向，確實掌握機構服務品質與服務之差異性，才能夠在競爭市場下，有好口碑及優良形象，而服務品質的提升乃是社褔機構永續經營之關鍵因素。 本研究主題是在探討社褔機構服務品質與永續經營之相關研究，經文獻分析後，了解受訪者之機構實際經營上如何運用競爭優勢、服務品質控管、行銷策略、顧客滿意管理、組織創新與人力資源管理、使命與文化傳承、社區經營、強化職能教育等實務經驗，藉此分析出機構對優質之服務品質管理及顧客滿意之有效作為，所得結果可協助並提供適切看法給予其他機構服務品質的提升，進而達到競爭優勢且永續經營的目標。 透過本研究深入訪談、蒐集資料、分析與歸納後，所得結果認為：人力資源與服務品質、行銷及社區經營與服務品質、後勤管理與服務品質、監督稽核與服務品質、職能教育與服務品質等五大面向，乃是社褔機構成功且永續經營之重要元素，而服務品質在每一個產業中都必需深入去思考，如何追求顧客真正的需求與滿意，才是真正不變原則，進而創造社褔機構永恆的價值。
並列摘要
Social welfare organizations of Non-Profit Organization (NPO) are currently facing strong competitive pressures, and affecting the business strategy by learning operation mode of profit organization for sustainable. How do social welfare organizations lead in the business concept, combine the mission, goal, and practical experience of organizations, to develop effective strategy? For survive and develop in a changing environment, how to make customers to receive good service? Service-oriented, quality and difference of service, a good reputation and image, and service quality upgrade are the critical success factors for social welfare organization. The object of this study is to explore the critical success factors of service quality and sustainable management of social welfare organization. After literature survey, in-depth interviews with respondent institutions, to understand how to use competitive advantage, quality control service, marketing strategy, customer satisfaction management, organization innovation and human resource, mission and cultural heritage, community management, strengthening professional education, etc. It could be analyze the mechanism for quality service and customer satisfaction, quality management effective, would assist and provide appropriate information to other organizations. After in-depth interviews, collect data, analyze and summarize, this study founds five-oriented functions: human resources and service quality, marketing and community management and service quality, logistics management and service quality, and service quality supervision and auditing, education and quality of service are the important elements of successful and sustainable management of social welfare organizations. And quality of service in every industry are required to think deeply, how to pursue real needs of customers with satisfaction, the same principle is true, thus creating eternal value of social welfare organization.