印刷包裝產業服務品質與顧客滿意度之個案研究-以E印刷包裝公司為例

The Case Study of Service Quality and Customer Satisfaction in Print and Packaging Industry: Case of E print and packaging company

張維中(Wei-Chung Chang)

指導教授 ： 林欣美

國立暨南國際大學/管理學院/高階經營管理碩士學位學程/碩士(2018年)

摘要

本研究旨在瞭解E印刷包裝公司提供的服務品質與顧客滿意度之現況與影響。為達成上述目的，本研究以個案公司的客戶為母群體，依據客戶公司規模進行抽樣，共發放130份問卷，有效問卷102份，有效問卷回收率78.46％，以描述性統計、t考驗與迴歸分析等統計方法以驗證假設。
研究結果發現個案公司的服務品質與顧客滿意度呈現中上程度；在服務品質方面，不同性別、教育程度、年資、所擔任職務對服務品質認知有差異；在顧客滿意度方面，不同教育程度、年資、所擔任職務對顧客滿意度認知有差異；且個案公司的服務品質對顧客滿意度有顯著正向影響。

關鍵字

印刷包裝產業 ； 服務品質 ； 顧客滿意度

並列摘要

The purpose of this study was to investigate the current status of service quality and customer satisfaction in E print and packaging company. The method of questionnaire survey was employed in this study. A total of 130 copies of questionnaires were administered and 102 copies of valid questionnaires were obtained, corresponding to a valid response rate of 78.46%. The Data was analyzed by descriptive statistics, independent samples t-test, and regression analysis. The major findings were as follows:
The score of service quality and customer satisfaction were good. There were significant differences in the perceived of service quality among consumers with different ‵gender′, ‵educational levels′, ‵years of service′ and ‵position′. There were significant differences in the perceived of customer satisfaction among consumers with different ‵educational levels′, ‵years of service′ and ‵position′. The service quality has significant positive effect on customer satisfaction.

並列關鍵字

Print and Packaging Industry ； service quality ； customer satisfaction

參考文獻

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