服務品質、關係品質和專業能力對顧客滿意度及忠誠度影響之研究 —以消防公司為例

A Study of the Impact of Service Quality, Relationship Quality and Professional Competence on Customers’ Satisfaction and Loyalty - Taking Fire Fighting Companies as an example.

吳碩紋(Shuo-Wen Wu)

指導教授 ： 張詠盛

國立臺中科技大學/商學院/企業管理系碩士班/碩士(2019年)

摘要

國內消防產業的市場呈現高度競爭，消防工程服務業的專業分工日趨複雜。企業應該具備哪些特質，以讓顧客感到滿意並願意推薦與提供再次合作的機會，對於消防工程服務業來說是非常重要的。
本研究架構採用SERVQUAL模型，著重在探討專業消防工程服務業之「服務品質」、「關係品質」及「專業能力」等三項因素對「顧客滿意度」及「顧客忠誠度」的影響關係，藉此研究如何強化專業消防工程公司之競爭力。本研究選擇消防工程服務產業內的專業人士做為受訪對象，包括業主、上包、專業技術人員與工程監造單位。透過問卷調查法，以電子問卷進行資料蒐集，並以SPSS及PLS偏最小平方法 (partial least squares ) 線性結構模式驗證其關係。
研究結果發現：「服務品質」、「關係品質」、「專業能力」三項要素對「顧客滿意度」都有顯著正向影響;而「顧客滿意度」對「顧客忠誠度」進而呈現顯著正向影響，上述研究結果，可協助提升專案執行人員服務品質及專業能力，藉此提升顧客滿意度。此研究成果提供一個明確的經營方針，不僅可以提升公司聲譽及產業競爭力，更可以有效地獲得與顧客再次合作及推薦的機會，建立公司長期競爭優勢。

關鍵字

消防工程服務業 ； 服務品質 ； 關係品質 ； 專業能力 ； 顧客滿意度 ； 顧客忠誠度

並列摘要

The domestic fire protection market is highly competitive, and the professional division of labor in the fire fighting engineering service industry is becoming increasingly complex. What kind of factors a company should have to satisfy customers and be willing to recommend and provide opportunities for re-engagement is very important for the fire fighting engineering service industry.
The study used the SERVQUAL model to focus on the three impact factors of "service quality", "relationship quality" and "professional competence" on "customer satisfaction" and "customer loyalty" in the professional fire engineering services industry. In this way, we can study how to strengthen the competitiveness of fire fighting companies. This study selected professionals in the fire fighting engineering services industry as the respondents, including the owners, the contractors, professional and technical personnel and engineering supervision units. Through a questionnaire survey, data collection carried out by electronic questionnaire, and the relationship verified by SPSS and PLS partial least squares, linear structure model.
In summary, the study concluded that the three impact factors of "service quality", "relationship quality" and "professional competence" have a significant positive impact on "customer satisfaction"; while "customer satisfaction" is significantly positive for "customer loyalty". The study results can improve the service quality and professional competence of project executives, thereby enhancing customer satisfaction. The research results provide a clear management policy, which not only enhances the company's reputation and industry competitiveness but also effectively obtains opportunities for re-engagement and recommendation with customers and establishes the company's long-term competitive advantage.

並列關鍵字

fire fighting engineering services ； service quality ； relationship quality ； professional competence ； customer satisfaction ； customer loyalty

參考文獻

中文部分:

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