台灣電力公司服務品質滿意度之研究：新北市地區實證分析

隨著自由化、民營化時代的變革，台灣電力公司將面臨前所未有的競爭態勢。本研究係針對台電新北市地區住宅用電戶的服務品質期望程度及滿意程度進行探討，希望能提供台電一具體而有價值的資訊，俾益規劃及提昇更佳的服務品質。本研究以問卷的方式，依照簡單隨機抽樣方式進行問卷發放與回收等資料蒐集的工作，再以多變量進行資料分析，歸納整理出結果後，提出本研究之結論與建議。本研究的結論可歸納為：一、新北市地區住宅用電戶對台電服務品質項目期望程度排序前三名分別為：天然災害（如颱風、地震）引起停電的處理立即且適當、供電設備相當安全、供電設備故障時，搶修效率高，能在最短時間內恢復供電。滿意程度排序前三名分別為：天然災害（如颱風、地震）引起停電的處理立即且適當、供電設備故障時，搶修效率高，能在最短時間內恢復供電、預告之停電均能在最短時間內恢復供電。二、男性的期望程度及不滿意程度比重均高於女性。年齡以41-50歲的期望程度及不滿意程度比重最高。學歷較高者對於服務項目的要求會較高，以大專學歷的期望程度及不滿意程度比重最高。職業面以商人的期望程度及不滿意程度比重最高。每期（兩個月）繳交電費面以5,001元以上的期望程度及不滿意程度比重最高。三、新北市地區住宅用電戶對台電供電服務整體形象的滿意程度，有81%以上是滿意的（包含非常滿意），有19%的用戶認為是不滿意的（包括非常不滿意）。

關鍵字

台灣電力公司；公用事業；服務品質；顧客滿意度； PZB模式

並列摘要

With the liberalization, privatization era of change, the Taiwan Power Company will face unprecedented competitive situation. In this study, for the Taiwan Power Company new Taipei area residential electricity customers expectations of service quality and satisfaction of discussion, I hope that provide the Taiwan Power Company specific and valuable information, so that benefits planning and enhance a better quality of service.In this study, a questionnaire, questionnaire distribution and recycling of information collected in accordance with simple random sampling, multivariate data analysis, and proposed conclusions and recommendations of this study summarized the results sorted out. The conclusions of this study can be summarized as follows:First, The New Taipei's residential electricity customers in the Taiwan Power Company service quality items desired degree of sorting the top three were: natural disasters (such as typhoons, earthquakes) caused the blackout deal with immediate and appropriate power supply equipment is quite safe, the power supply equipment failure high efficiency, the repair and restoration of electricity in the shortest time. Satisfaction with the sort the top three were: natural disasters (such as typhoons, earthquakes) caused the blackout deal with immediate and appropriate supply of equipment failure, the repair efficiency in the shortest time to restore power, notice, power outages can be the shortest possible time to restore power.Second, men's expectations of the extent and the level of dissatisfaction were higher than the proportion of women. The age of the highest proportion of 41-50 years of age expected level and the level of dissatisfaction. Higher qualifications for the service requirements of the project will be higher, the highest proportion to the desired degree and are not satisfied with the degree of tertiary education. Professional face to the highest level of expectations of the businessmen and are not satisfied with the degree of proportion. Each phase (two months) to pay electricity bills face the highest expectations of more than $ 5,001 and are not satisfied with the degree of proportion.Third, the new Taipei City residential electricity customers satisfaction with the overall image of the Taiwan Power Company electricity services, with more than 81% are satisfied (including very satisfied), only 19% of the users that are not satisfied (including very dissatisfied).