本研究係探討公部門修護工廠之服務品質,並提供管理階層改善服務品質及增進單位績效之貢獻。 近年來公部門提供之服務品質愈來愈受到重視,且追求優質及更好的服務是必然之趨勢。服務之提供者與接受者均屬於公部門,其服務品質之探討甚少有學者提出,相關文獻亦不多,故本研究係探討公部門間之服務品質。 本研究係以服務品質之量表與模糊語意探討修護工廠提供之服務品質。經蒐集相關文獻資料,以Parasuraman, Zeithaml & Berry (1988)服務品質模式之理論為基礎,建立一套服務品質評估模式的構面,並與資深工作人員討論復,完成問卷設計,對顧客抽樣調查,以模糊度量理論與顧客之期望(重要度)與知覺(滿意度),透過統計分析,發現五個構面及二十五個項目,並找出權重,提出管理意涵,建構修護工廠之服務品質。
The expected result may contribute to the managerial personnel for improving the service quality and promoting the performance of a group or unit. Public sectors' service quality is getting more attention due to the higher quality and better service demand from people in the recent years. There are very few publications exploring the quality of services provided and received by government departments. This research is to look into the quality of service of government departments. This study collects the assessment topics and items by using factor analysis of service quality for the public sectors. The analysis of the customer's satisfaction has discovered that there are five dimension and twenty-five items for the public sector's service. We try to obtain the specific weights of those aspects and items by fuzzy Linguistic.