應用結構方程模式探討不同性質員工服務品質對顧客滿意之影響－兼論影響服務品質之動因

Applying Structural Equation Model to Study the Influence of Different Types of Employees' Service Quality on Customer Satisfaction-A Supplementary Study on Drivers of Service Quality

王文英(Wen-Ying Wang) ； 張清福(Ching-Fu Chang)

《顧客滿意學刊》 3卷2期 (2007/09) Pp. 121-152

https://doi.org/10.30066/JCS.200709.0005

摘要

本文採用結構方程模式探討不同性質員工所提供的服務品質對顧客滿意之影響，並進而探究影響服務品質之動因。所選取的對象為我國汽車維修服務之代表企業國都。結果發現：顧客所感受的服務品質會影響顧客滿意，而且不同性質的員工所提供之服務品質對顧客滿意的影響程度不同，相較於技術人員而言，與顧客直接接觸的服務專員所提供之服務會有較大的影響。此研究結果具有管理上之意涵與啟示，企業應確切掌握各類主要人員所提供的服務對顧客滿意之影響情形，俾能有效率地將有限資源優先投入在對顧客滿意會有較大影響之服務項目的品質改善與加強上。另外，員工能力為影響服務品質的動因，透過加強與管理員工能力，將有助於服務品質之改善。

關鍵字

服務品質 ； 顧客滿意 ； 服務專員 ； 技術人員 ； 員工能力

並列摘要

This study applies Structural Equation Model to investigate the relationship between service quality and customer satisfaction, the contribution of service and technical personnel to customer satisfaction, and the driver of service quality. The sample includes 16 car maintenance centers of a car dealer in Taiwan. The findings provide interesting management implication for car service industry. The service quality perceived by customers enhances customer satisfaction. However, service personnel and technical personnel contribute to different levels of customer satisfaction. The service personnel directly dealing with customers contribute more to the customer satisfaction than other personnel. The findings provide important management implication for car service industry. Appropriate management and enhancement of the service quality of service personnel and technical personnel is an essential to improve the service quality so that customer satisfaction can be achieved. Furthermore, management should focus on the enhancement of employee capability because it's the driver of service quality.

並列關鍵字

Service Quality ； Customer Satisfaction ； Service Personnel ； Technical Personnel ； Employee Capability

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