臺北市政府所屬市營事業機構服務品質提升之研究 －以臺北自來水事業處營業分處為例

Study on Service Quality Upgrading of Taipei City Government affiliated Business Entity －With the Business Offices of Taipei Water Department as an Example

曹慧娟(Hui-Chuan Tsao)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2007年)

摘要

臺北的自來水，在歷任市長大力推動臺北市國際化之總體政策目標下，成為「宜居安全的城市」重要指標之一。臺北自來水事業處雖為一公營事業，但仍屬營利事業部門，有自負盈虧之責。為實現市府對市民的承諾，和達成水處提升服務績效、創造最大顧客價值之目標，市民對水處的服務滿意度，是使命必達的首要指標。
本研究透過英國劍橋大學Parasuraman、Zeithaml & Berry等三位學者所提出的「PZB服務品質的觀念性模式」，分別對臺北市自來水用戶和北水處的服務人員進行問卷調查，企圖瞭解用戶與服務人員之間，對於服務的各項作為在期待與知覺上是否有落差；並利用半開放式問題，蒐集用戶認為北水處最需要加強的業務項目與人員，及服務人員認為應即改善和提升服務可能面臨的問題，進而針對回收資料加以整理、分析，提出相關建議，作為日後擬訂相關計畫及服務宣導方向之參考依據，期能提升自來水事業之經營績效及服務品質。
整體而言，用戶對於水處的服務品質評價很高，雖然水處服務人員對於應提供給用戶優質服務的認知是很強烈的，但在將相關知覺轉換成服務品質的相關規章部分、與顧客的外部溝通服務、縮短洽公等候時間及提供用水資訊方面卻不如預期。
針對用戶認為北水處最需要加強的工作，分別為「提升自來水水質」、「加強破管維修速度」及「停、缺水之宣導與通知」；而「修漏人員」、「施工人員」、「客服人員」則是最需要加強的人員。相對的，「作業流程過於繁複」、「服務人員的專長訓練」、及「櫃檯受理案件速度」，是服務人員認為應即改善的項目，而「員工訓練不足」、「用戶漠視自來水事業處的相關法規」、「法規對水處的束縳」等，則是服務人員認為在提升服務品質中可能面臨的問題。
面對用戶期待，如何讓用戶由「滿意」到「感動」，是現階段北水處思考突破的重要課題，亦是躋身「世界一流的自來水事業」所必備的基本要素。

關鍵字

服務品質、服務品質的觀念性模式

並列摘要

Tap-Water of Taipei has become an important indicator of “Safe and Good for Living City” the target of endeavors of mayors in the past in integral policy of internationalization of Taipei city. While Taipei Water Department is a state-run business entity, it is still a for-profit entity and it has to support itself with earning and make up own loss. In order to meet the commitments to the citizens of Taipei and to achieve the goals of upgrading service and performance and creating the maximum value to customers, the satisfaction of citizen to the service of Taipei Water Department is the vital indicator of the performance of Taipei Water Department.
In this research, we adopted the “Conceptual Mode of PZB Service Quality” as presented by Parasuraman, Zeithaml & Berry of Cambridge University, UK, in conducting questionnaire survey with the customers and the service persons of Taipei Water Department in an attempt to find out possible gap in the expectation and in perception over services offered between the customers and the service persons. Also, semi-open questions were used to collect the data of services and personnel need be improved in the view points of customers and the problems may be faced in improving and upgrading services in the mind of service persons. Then the data collected are sorted, analyzed for presenting related suggestions to be a base or as reference in drawing plans and in campaigning for services in the future for promoting the operation performance and service quality of Water Services.
Overall, customers rated service quality of Taipei Water Department pretty high. Although the service personnel of Taipei Water Department has strong recognition of providing customers with quality services, but in the procedure and rules for transforming perception into service quality, the communication with customers, shortening the waiting time and providing water supply information are not successful as expected.
In the views of customers, the most needed parts for effort of Taipei Water Department in the services are “Upgrading Water Quality”, “Accelerating the Repair and Maintenance of Pipeline” and “Announcing and Prevailing of Outage Information”. In the part of personnel, “Pipeline Repair”, “Construction Team” and “Customer Services” are the parts most needed to improve. On the other part, “Complicate in Operation Flow”, “Specialty Training for Service Persons” and “Speed of Handling Cases” are the items needed to be improved immediately in the view of service personnel. In the view of service persons, the problems they are likely to hamper the service quality are “Under-training of Staff”, “Customers’ Failure in Complying with the Rules and Requirements of Taipei Water Department” and the “Statutory Constraints on Taipei Water Department.”
In facing the expectation of customers, Taipei Water Department needs to think about how to elevate the satisfaction of customers to the level of identification. It is the basic element to turn itself into World Class Tap Water Services.

並列關鍵字

Service Quality, Conceptual Mode of Service Quality.

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