89至99年近10年間,國民純住宅比例增加,對於住的品質要求也日漸增加,因此,越來越多的人尋求室內設計師的協助。提供有品質的服務與商品是企業競爭與生存的重要策略,因此本研究擬達成之研究目的有二:探討室內設計業影響服務品質與滿意度之因素、探討室內設計業影響服務品質與滿意度之因素重要程度。本研究擇定台北市與新北市為研究範圍,以立意抽樣選擇五位研究對象,透過文獻分析法與訪談法蒐集資料,經由十位產學界專家學者審核後完成半結構性訪談問卷,再以三角檢測法及錄音方式檢測信度,並於訪談過後,將訪談內容謄成逐字稿,交由受訪者檢核。研究結果顯示,多數業主在選擇設計師時看重的是信用與口碑,在接洽初期業者應著整齊服裝並提供圖面,藉由引導業主需求,達到良好溝通;在服務期間,應提供充分的服務時間,準時完成各項任務,且以自身專業盡力為業主解決問題;施工時則應有良善的工地管理,並針對進度及品質向業主說明,以期達到預期使用功能,為居家增添美感,以使業主滿意。
Due to the demand upside of dwelling house, the quality of living also rises during 2000 to 2010. Thus, more and more people need the help of interior designer. Providing quality services and products is the main strategy for existence of enterprises, hence, there were two purposes in this study: first, the impact factors of service quality and satisfaction toward interior design. Second, the importance of these factors. The major findings were as following: 1. Most customers emphasize that trust and public praise when they choose interior designer. 2. The designers should provide kind of drawing to lead the real demand of customers with suitable clothes. 3. The designers should provide enough service time, and to solve problems with their specialty. 4. Interior designers should achieve the expect result and aesthetic perception so that the customer will fell satisfied.