創新方法對供電服務品質之影響－以台電中部某供電區營運處為例

The Study of Innovative Methods to Power Quality Influence－A Case Study of TPC Taichung Power Supply Branch

林震邦(Chen-Pan Lin)

指導教授 ： 陳坤成

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2011年)

摘要

電力事業在許多國家皆為國營方式，其目的在以公共投資，提供基本之公共服務，支持經濟發展。台灣電力公司即屬國營事業，然國營方式容易形成市場壟斷，且較沒有顧客導向的觀念。近年來，隨著電業自由化與國際化的腳步，台灣電力公司正面臨前所未有的競爭態勢，市場的競爭壓力促使該公司必須進一步致力於提升供電服務品質。而供電服務品質最重要的指標為供電可靠度、供電量及客戶滿意度等三項。本研究係以台電中部某供電區營運處為例，該單位近年來積極推動自動化電腦監控、防範架空線路遭受雷擊與外物碰觸、防範地下電纜被挖、防範鳥獸傷害電力設備、引進紅外線儀器預防電力設備異常發熱、傳統電驛汰換為數位電驛、防範施工設計不良等多項運轉維護創新方法後，是否能有效的提升供電服務品質，創新方法與提升供電服務品質的影響程度，兩者間的因果關係，值得進一步探討與研究。
為達成上述研究目的，本研究先選定研究主題與範圍，蒐集探討與主題有關的研究與文獻，了解國內外學者專家與電力公司對「供電可靠度」、「創新方法」與「客戶滿意度」相關的研究內容與發現，據以提出研究架構與研究方法。首先以專家訪談方式，訪談該單位技術階層及管理階層主管，依訪談歸納之各項創新方法，設計問卷，抽樣發放該單位員工填寫，問卷回收後，以SPSS軟體進行統計與分析，就實證結果與發現，評估創新方法對於該單位提升供電可靠度、增加供電量及提高客戶滿意度間的影響程度。
經資料分析後，研究者提出以下幾項結論：(1)創新方法對提升供電可靠度、維護創新對增加供電量皆有顯著影響；(2)設備創新及作業創新對增加供電量無顯著影響；(3)創新方法、提升供電可靠度及增加供電量對提高客戶滿意度無顯著影響；(4)提升供電可靠度對增加供電量也無顯著影響。同時，研究者也提出停電施工作業與專家訪談等兩項具體建議，供該公司領導階層及未來研究者參考。

關鍵字

供電服務品質 ； 供電可靠度 ； 客戶滿意度 ； 創新方法

並列摘要

In many countries, electric utilities are state-owned enterprises, the purpose of public investment in the provision of basic of public services to support economic development. Taiwan Power Company is a state-owned enterprises. State-owned enterprises is easy to form a market monopoly. State-owned enterprises pay less attention to the quality of power supply services. In recent years the power industry liberalization and internationalization, Taiwan Power Company is facing unprecedented competition. Market competition prompted the company must be committed to improve the quality of power supply services. The most important indicator of quality of power supply services is power supply reliability, power supply quantity and customer satisfaction. In this study, it is a case study of TPC Taichung Power Supply Branch. In recent years, this Branch has established computer monitor, to prevent lightning overhead lines, to prevent dug underground cables, to prevent the bird to touch electrical equipment, infrared measuring equipment, replacement of traditional relay to digital relay etc. These innovative methods, which can improve the quality of power supply services. How innovative methods to affect the quality of power supply services？ What is the relationship between innovative methods and quality of power supply services？ It is worth further study and research.
In order to achieve the purpose, we must set the theme and scope of research. We must collection of topic-related research and literature. We need to understand the world of scholars and experts on the power supply reliability, innovative method and customer satisfaction related research. Proposed research framework and research methods. Interviews with the charge of technology and management of the unit. After collection the innovative methods, We have to design a questionnaire. Complete the questionnaires by the employees of this unit. Recovered questionnaires, using SPSS software for statistical analysis. To evaluate the relationship between power supply reliability, innovative method and customer satisfaction.
After analysis, the researchers made the following conclusions: (1) Innovative methods to enhance power supply reliability has a significant impact, maintenance innovation to increase power supply has a significant impact; (2) Equipment innovation, operations innovation, has no significant effect on the increase in power supply; (3) Innovative methods, power supply reliability, quantity of power supply, to improve customer satisfaction, no significant effect; (4) To enhance supply reliability for the power supply, no significant effect. At the same time, the researcher made two recommendations as a reference to the company leaders and researchers.

並列關鍵字

Quality of Power Supply Services ； Supply Reliability ； Customer Satisfaction ； Innovation Method

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