室內裝修工程施工管理之服務品質研究

The Study of Service Quality in Interior Decoration Construction Management

毛俊芳(Chun- Fang mao)

指導教授 ： 劉時泳

中原大學/設計學院/室內設計研究所/碩士(2018年)

https://doi.org/10.6840/cycu201800087

摘要

本研究旨在討論室內裝修業者，在裝修工作中應用工程管理以及服務品質之關係，服務品質是各產業生存與提升業績的關鍵。近年來室內裝修業者逐年成長，如何在眾多挑戰當中脫穎而出，有效的工程管理成為一大關鍵，再加上室內裝修工程最後的結果會讓業主感受到經過裝修後跟裝修前的差異性。故，在這樣的背景之下，室內裝修工程必須透過工程管理，以強化服務品質，此為值得探究之重點。本研究從室內裝修工程管理為出發點，探討工程管理之特性，並參考服務品質相關研究做為理論基礎。並跟實際從業人員互動訪談，分析出室內裝修業應用工程管理與服務品質彼此之間差異性，並得到以下研究結論：
一、工程管理方面，有效的整合人力資源、技術及設計概念落實於室內裝修過程中，提出良善的計劃，在執行裝修過程中，才能落實人力資源及任務之分配，以及資訊整合與專案之控制效益。
二、服務品質方面，不論是「可靠性」、「反應性」、「保證性」、「關懷性」及「有形性」，事前及事後與業主保持良好的互動及溝通，讓業主信任裝修過程中，工程過程中一定會有問題產生，對於危機處理能力能夠立即反應，確保每個施工品質及交期如期完成，隨時回饋給業主，讓業主知道每個階段的進度，最終完成工程時，讓業主看到有形的完成品，可確保業主滿意度。
本研究結果可提供室內裝修業者利用工程管理，不論是事前與業主的溝通或是施工過程中提供的進度回饋，創造讓業主感受到室內裝修業的專業性及服務品質，以滿足其需求。

關鍵字

工程管理 ； 室內裝修業 ； 服務品質

並列摘要

The study aims to discuss the interior decoration industry, the application of project management and service quality in the renovation work. The service quality is the key to the survival of all industries and performance. In recent years, interior decoration industry grows year by year, how to stand out among the many challenges, effective project management has become a key, coupled with the final results of interior decoration project will allow owners to feel the difference after renovation before the decoration. Therefore, Interior decoration works must be managed through projects so as to enhance the quality of service. This is a point worth exploring. This research starts from the management of interior decoration project, discusses the characteristics of project management, and makes reference to the related research of service quality as the theoretical basis. Interviews with the actual practitioners interviewed, analysis of interior decoration industry application engineering management and service quality differences between each other, and the following conclusions:
1. In terms of project management, the effective integration of human resources, technology and design concepts are implemented in the interior decoration process. During the implementation of decoration, can the implementation of the allocation of human resources and tasks and the control efficiency of information integration and project.
2. The service quality for “reliability”, “responsiveness”, “guarantee”, “care” and “tangible”, before and after the event and the owners maintain good interaction and communication. The owners trust the renovation process, there will be problems in the process of the project, the crisis response capacity to respond immediately to ensure that each construction quality and delivery completed on schedule. Feedback back to the owners at any time so that owners know the progress of each stage, the final completion of the project. When owners see the tangible finished products, they are to ensure that the satisfaction of the owners.
The results of this study can provide interior decorators with engineering management, whether it is prior to communication with the owner or progress feedback provided during the construction process, so that owners can feel the professionalism and service quality of the interior decoration industry to meet their needs.

並列關鍵字

engineering management ； interior design ； quality of service

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