殯葬服務品質與滿意度之研究－以新生命禮儀公司銀髮族客戶為例

A Study of the Service Quality and Satisfaction Degree of the Funeral Industry-A Case Study of the Elderly Customers of New Life Funeral Company

徐永億(Young-Yi Shu)

《運動健康休閒學報》 2期 (2011/04) Pp. 204-219

https://doi.org/10.29961/JSHL.201104.0020

摘要

The purposes of this study were to understand the satisfaction degree of service quality of New Life Funeral Company, and to analyze the elderly customers' satisfaction degree. This research was targeted on the ”new elderly race”, whose members are over 55 years old. Questionnaires were randomly distributed to 200 subjects. The scale to detect the service quality and satisfaction degree was designed by New Life Funeral Company. T-test was employed to investigate the differences of satisfaction degree between genders while one-way ANOVA was used to detect the differences of satisfaction degrees among different ages, educational levels, vocations, funeral fees, funeral period, funeral methods, and funeral styles. The significance of the statistic analysis is α＝.05. Results found that 83.4％ of the population was between 55 to 64 years old. In addition, 49.2％of the funeral fees were 110,000 to 200,000, and 57.1％ of the funeral period was 6-10 days. Moreover,78.0％ of the population chose the ashes wall after cremation. Specially, 79.6％ of the subjects chose to administer the funeral ceremony with the religious style of Christianity or Catholicism. The order of the satisfaction degree was attitudes of the service employees, professional ability, their quality, and planning and control of the funeral procedure. Lastly, the differences were significant（p＜.05）among the respective category of reliability, assurance, and reaction of the elderly customers.

關鍵字

殯葬業 ； 服務品質 ； 銀髮族

並列摘要

The purposes of this study were to understand the satisfaction degree of service quality of New Life Funeral Company, and to analyze the elderly customers' satisfaction degree. This research was targeted on the ”new elderly race”, whose members are over 55 years old. Questionnaires were randomly distributed to 200 subjects. The scale to detect the service quality and satisfaction degree was designed by New Life Funeral Company. T-test was employed to investigate the differences of satisfaction degree between genders while one-way ANOVA was used to detect the differences of satisfaction degrees among different ages, educational levels, vocations, funeral fees, funeral period, funeral methods, and funeral styles. The significance of the statistic analysis is α＝.05. Results found that 83.4％ of the population was between 55 to 64 years old. In addition, 49.2％of the funeral fees were 110,000 to 200,000, and 57.1％ of the funeral period was 6-10 days. Moreover,78.0％ of the population chose the ashes wall after cremation. Specially, 79.6％ of the subjects chose to administer the funeral ceremony with the religious style of Christianity or Catholicism. The order of the satisfaction degree was attitudes of the service employees, professional ability, their quality, and planning and control of the funeral procedure. Lastly, the differences were significant（p＜.05）among the respective category of reliability, assurance, and reaction of the elderly customers.

並列關鍵字

funeral industry ； service quality ； the elderly