以PZB模式探討行動裝置維修服務品質

資訊科技發展迅速，通訊行提供各式各樣智慧型行動裝置銷售及售後維修服務。本研究以Parasuraman, Zeithaml 及Berry 提出的PZB服務品質模式，評估通訊行維修行動裝置的服務品質，並依據SERVQUAL量表設計及分析問卷，探討客戶期望服務品質與實際感受服務品質差異，依五大構面瞭解客戶期望與實際感受，做為通訊行改善服務的參考依據。本研究利用SPSS統計軟體分析探討服務品質差異，主要的分析結果為(1)期望服務品質在不同性別之反應性，不同年齡、教育程度及裝置檢測與維修費用之保證性，不同職業之有形性有顯著差異；(2)實際感受服務品質在不同性別之關懷性，不同職業及裝置檢測與維修費用之可靠性，不同年薪之有形性，不同教育程度之保證性有顯著差異；(3)服務品質落差在不同性別及裝置檢測與維修費用之可靠性，不同性別之反應性，不同年齡之保證性，不同職位及售後服務與維修項目之有形性有顯著差異；(4)服務品質落差在有形性、反應性及關懷性有顯著差異；整體上，客戶之期望與實際感受服務品質落差有顯著差異。

關鍵字

PZB模式； SERVQUAL ；服務品質；行動裝置維修

並列摘要

With the rapid development of information technology, communication banks provide a variety of after-sales services for smart mobile devices. This study ex-plores the service quality of mobile device repair provided by communication banks, through The PZB model developed by three scholars. I adopt question-naires to investigate customer service quality satisfaction based on the SERV-QUAL scale, and analyzes the questionnaire to explore the difference between the service quality expected by the customer and the actual service quality. To under-stand the expectations and actual perception of customers our result serve, as a ref-erence for the communications bank to improve services. This study uses SPSS statistical software to analyze and explore the differ-ences in service quality. The main analysis conclusions are (1) The expectations service quality are significant differences at reactivity of different genders, assur-ance of different ages, education levels and costs, tangibility of different profes-sions; (2) The actual service quality are significant differences at empathy of dif-ferent genders, reliability of different professions and costs, tangibility of different annual salaries, assurance of different education levels; (3) The gap of service qual-ity are significant differences at reliability of different genders and costs, reactivity of different genders, assurance of different ages, tangibility of different positions and service items; (4) The gap of service quality are significant differences at tan-gibility, responsiveness, and empathy. As a whole, there is a significant difference in the service quality gap.