服務品質與內部顧客滿意度之研究 —以中山科學研究院系統製造中心為例

A Research on the Service Quality and Internal Customers’ Satisfaction —A Case of System Manufacturing Center of Chung-Shan Institute of Science and Technology

林振族(Chen-Tsu Lin)

指導教授 ： 廖本哲

中原大學/商學院/企業管理學系/碩士(2006年)

https://doi.org/10.6840/cycu200600461

摘要

中文摘要
在高度競爭之環境下，對顧客之服務品質已日趨重要。企業為能維持其競爭優勢，不惜盡其所能維繫對顧客提供卓越之服務品質並獲得認同。
致力於優質服務品質之企業，不但可獲取企業聲望，更得以因而贏得外部顧客之忠誠度。然而，能贏得外部顧客之忠誠度實乃源於內部顧客滿意之必然結果；亦卽，僅當僱員之需求能獲企業重視並實現而感到滿意時，其必樂於對外部顧客提供卓越之服務品質。
當今中山科學研究院正面臨前所未有之衝擊，來自包括國防預算縮減、組織變革與組織精實等。為能維繫永續經營之優勢，中山科學研究院必須以著重因應策略為首要，而在如此強烈之壓力下，任何有助於增進內部顧客共識之努力亦屬必要。本研究卽以中山科學研究院所屬單位之系統製造中心為標的，藉以找出方法，裨益中山科學研究院之服務品質得以改善。
以PZB模式與服務品質理論之基礎下，針對系統製造中心之僱員，將期望之服務品質與感覺之滿意度以及兩者之差異等納入規劃，設計一份有關於服務品質評量之調查問卷，並依循SPSS軟體之敘述性統計分析、信度檢定、因素分析、典型相關分析、複回歸分析…等執行資料之取得與分析。
經透過問卷調查方式，以多重構面量表之問卷方式來調查受測單位服務品質的期望程度為何？感受程度為何？滿意程度為何？將所蒐集的資料進行相關統計資料，確認資料具有信度後，再應用因素分析、典型分析、複迴歸方法等執行各變項之相關分析驗證，經實際驗證，大部分獲得支持。
本研究「期望程度」、「感受程度」及「期望與感受程度」等三構面因素層Cronbach’s α係數分別為0.9657、0.9495、.09473。
整體服務滿意度平均分數為3.68，標準差為0,62。顯示受訪者對整體服務滿意度基本上是屬於正向的。
在整體服務滿意度方面，基層員工微幅稍大於主管部份(3.68>3.67)，即基層員工在整體滿意度方面，較主管予以肯定。在重視程度方面，主管微幅稍大於基層員工(3.72>3.69)。即在各服務品質構面上的表現重視程度，主管比基層員工重視。由調查數據顯示，基層員工或主管均對問項26(安全性)予以一致高度肯定與滿意，足見受測單位在安全環境上之用心，另對問項19(反應性)均較為不滿，單位必須先著手改善，以提升服務效率。
若以最高指標為5，則內部顧客所期望之滿意度經評量之平均值為3.68，就服務品質改善而言，此值可作為次年評量之基準；相對地，實際感覺之服務品質評量則為3.57。由數據顯示，服務品質之感覺評量值略小於期望值(3.92)，此意味對內部顧客之服務品質仍有改善空間。此外，問卷調查之統計分析顯示，排除比例甚小之「非常不滿意」與「不滿意」外，調查為「普通」者為34.04%；而總和「滿意」與「非常滿意」者高達64.62%。 所顯示之數據是令人鼓舞的，亦即，系統製造中心之內部顧客總體是感覺滿意的。
關鍵詞：服務、服務品質、內部顧客、內部服務品質、內部顧客滿意度、PZB模式。

關鍵字

PZB模式。 ； 服務品質 ； 內部服務品質 ； 服務 ； 內部顧客滿意度 ； 內部顧客

並列摘要

Abstract
In the highly competitive environment, the quality of services for customers has currently become more and more important. In order to sustain the predominance of competitions, enterprises even make efforts in maintaining assurance of continued high quality of services and satisfaction of customers.
Enterprises devoted to an excellent quality of service will be able to achieve not only its reputation but also the external customer’s loyalty. However, achievement of the customer’s satisfaction can be a necessary result of satisfaction of the internal customers, i.e. only when the demands of the employees have been realized by the enterprise with a high satisfaction level can the excellent quality of services was afforded by the employees of enterprises to their external customers.
Chung Shan Institute of Science and Technology（CSIST） is currently facing an unprecedented impact arisen from reduction of the national defense budget, organization change, downsizing of the organization and etc. In order to remain predominance for sustainable operation, CSIST must draw attention to the emergency strategy first of all. Under such an intense pressure, any effort helps improvement in consistency among the internal customers is also necessary. This study takes System Manufacturing Center（SMC）, a branch of CSIST, as a research object to find out a way that helps CSIST to improve the quality of service.
On the basis of the PZB model and theory of the service quality, a questionnaire relative to the service quality evaluated by the employees of SMC was designed with respect to the expectation and the extent of satisfaction of the service quality, and the difference between the expectation and perception of the satisfaction. Both datum acquisition and the analysis were carried out by means of the SPSS（Statistical Package for the Social Science）software in which Descriptive Statistics Analysis, Reliability Test, Factor Analysis, Canonical Correlation Analysis, and Multiple Regression Analysis were involved. Results presented are those obtained from actual measurements and have shown as follows:
A multiple-item scale questionnaire was used in this paper to evaluate the expectation, expectancy, and satisfaction on service quality. The datum, after being identified as believable, was then carried out by factor analysis, canonical correlation analysis and regression analysis. The results indicate that most of the testable hypotheses are supported.
The Cronbach’s α coefficient analyzed with respect to expectation, perception, and extent of expectation and perception is 0.9657, 0.9495 and 0.9473 respectively.
The average level of service satisfaction was valued at 3.68, and expectation at 0.62. It shows that respondents are satisfied with service quality
The employees’ service satisfaction was greater than that of managers (3.68>3.67), which means employees are more satisfied with the service than managers. The managers’ service expectation was greater than that of employees (3.72>3.69), which means the managers are more concerned with the service quality than employees. This research also shows that both the employees and managers are highly satisfied with item 26(safety) in questionnaire, which means the SMC has done a good job on environment safety issue. However, both of them are not satisfied with item 19(response) in questionnaire, which means the SMC must take more effort on promoting service efficiency.
Based on the top index of 5, the average level of expectation of satisfaction appraised by the internal customers was valued at 3.68. For the improvement of service quality, it can thus be used as a baseline for the coming year. Comparatively, the average level of the perception was valued at 3.57. This indicated obviously that the value of the perception of the service quality is smaller than that of the expectation, which means that there is still room for improvement on the quality of the internal service. Furthermore, from the statistical analysis result of the questionnaire it appears that the “fair” is 34.04%, with the exception of minority on “very unsatisfied” and “unsatisfied”, and the sum of “satisfied” and “very satisfied” comes to 64.62%. The results we have presented are encouraging, i.e. the internal customers are still satisfied with the service quality of SMC.

並列關鍵字

Service Quality ； Internal Customers’ Satisfaction

參考文獻

李佩娗，2005，網路銀行服務品質與顧客滿意度之研究，國立成功大學碩士論文。

趙翠意，2006，勞退制度政策轉換對企業經營與勞工權益影響，中原大學碩士論文。

Alexander, R.S., (1960 )，“Marketing Definitions”, American Marketing Association, Chicago, IL,.

Anderson ,Carl and P. Zeitham (1984 ) , “Stage of the Product Life Cycle, Business Strategy, and Business Performance” Academy of Management Journal, Vol.271 , pp .5-24.

Babakus, E. and G.W. Boller (1991),“Empirical Assessment of SERVQUAL Scale”, Journal of Business Research , Vol. 24, pp. 253-268.