以消費者角度探討社會住宅需求之分析

Analysis of the Needs of Social Housing from the Perspective of Consumers

董俊良(Chun-Liang Tung) ； 王靖欣(Ching-Hsin Wang) ； 林郁芸(Yu-Yun Lin)

《管理學術研討會》 第十六屆 (2018/11) Pp. 1146-1159

https://doi.org/10.29893/NCUTMAN.201811.0112

摘要

早在十餘年前台灣政策中已提出社會住宅一詞，由中央政府建構出社會住宅的架構而實行政策的則是當局的地方縣市，本研究以實行多年已建設社會住宅完善之國家作為參考範例，由於台灣是民主制度又與其他國家所建構之社會住宅的制度下截然不同，並不能一一複製，只能選擇性的複製，所以本研究針對消費者及台灣的社會住宅進行研究，將台灣社會住宅帶給消費者服務上的加強及改善。本研究運用PZB五大構面SERVQUAL量表作為研究基礎構面，再利用模糊德爾菲FDM專家一致性，最後結合二維品質服務Kano、精緻化Kano及重要性-滿意度模式I-S Model，分析出消費者問卷的屬性歸類及重要排序。

關鍵字

模糊德爾菲法 ； 二維品質模型 ； 精緻化Kano

並列摘要

The term 〞social housing〞 was applied in the Taiwanese policies as early as a decade ago. The central government is responsible for the construction of social housing while the municipal and county authorities are in charge of implementing the policy. The reference of this research is based from the policy of other countries who have been implementing the social housing for years. Since Taiwan is governed by a democratic system, not all policies can be applied. The government can only select and replicated the policies that are applicable. Therefore, this study explores the perspective of the consumers in order to improve Taiwan's social housing system. The five-dimension SERVQUAL scale of PZB was used as the basic construct for research, and then the consistency of the experts' opinions of the fuzzy Delphi method (FDM) was applied. Finally, Kano's two-dimensional quality model, the refined Kano model and the importance-satisfaction model (IS Model) were combined to determine the classification of the attributes and the rank ordering of the questionnaires.

並列關鍵字

Fuzzy Delphi Method (FDM) ； Kano model ； Refined Kano model