顧客對服務態度與服務品質認知之關聯 －以S.W清潔服務公司為例

林錦堂(Chin-Tang Lin)

指導教授 ： 劉念琪

國立中央大學/管理學院/人力資源管理研究所碩士在職專班/碩士(2006年)

摘要

近十年來，隨著經濟的發展，國民所得的提昇與政府實施週休二日並推展觀光。國民對於休閒旅遊的重視，旅遊風氣逐年興盛。鐵路運輸也由肩負貨暢其流，客運運輸的階段性任務,進而邁向觀光發展的需求。相對地旅客對搭乘火車的品質要求也從量的要求,提高到質的要求。旅客不僅要求快速，舒適、也要求乘車環境的清潔衛生。此時第一線的列車清洗清潔作業人員就是最重要的角色。
台灣已進入服務經濟的時代，服務業的經濟產值及業別也逐漸地提高。但是服務品質卻是仍然無法全面的提升並為國人所詬病。而服務品質提昇，是台鐵局近年來所一直努力的目標。如:列車安全、準點到達、有票就有座位等。而列車的清洗清潔亦是服務品質的一部份。而服務品質的各項構面中。尤其以服務態度為人所重視，服務態度如果不好，會影嚮服務品質，顧客的滿意度也會直接的影嚮。所以企業對服務態度的要求是非常重要的。
基於此，本研究，旨在探討顧客對服務態度與服務品質認知之關聯。並試著以統計分析等研究方法，系統性地分析出顧客對服務態度與服務品質的認知，並預測不同的服務品質指標。本研究以台鐵局之機務處/段，運務處/段，車班(台北、高雄)為研究對象以問卷方式進行調查。回收79份，有效回收率為75%。
研究結果顯得知，如果僅以服務態度衡量服務品質並不能夠完整呈現服務品質的全貌，但卻可得知服務品質及服務態度的有效指標是相當類似的。最後，本研究歸納出以不同的服務態度構面可以預測不同的服務品質指標。如果本研究之S.W公司能夠長期利用組織調查，累積了解員工的服務態度及品質改善所需的資訊，則可以將列車的環境衛生提升到最好的品質。

關鍵字

服務態度 ； 服務品質

並列摘要

As a result of the highly development of economic and he increasing of GNP in these 10 years as well as the tourism policy of Government that five-day workweek. There is a common rule on Taiwan, nowadays, people place more importance on their leisure life and the tourism became more and more prosperous year after year.
The railway transportation which used to take person transit as its major duties has now upgraded its role to match the need of tourism. In the same time, the passengers have change their standard of service need from the quantity vary to quality. Today, people not only ask the railway to be more rapid and more comfortable but also they need a spick and span traffic environment. For this reason, the men who are in charge of the clean job for the train became the key person to make passenger satisfied.
Service industries in Taiwan have already become the major role of national economic and the output values of it have been unceasingly increased. However, the quality of service still fall behind the development of economic and this always make people dissatisfied. Taiwan Railway Administration have take it as a goal all the way to upgrade its quality of service, such like the security of train, to arrive on time , to offer seat for each ticket and so on. And of course the clean environment of train is one item of service. Among all the items of service, we have to pay more attention on this item ─ service attitude which will be the critical factor to effect the satisfaction of customer. So, all enterprise takes it as top one item to maintain service attitude.
Basic on above, the research aim its purpose upon the cognition of customer that while in their mind what the relation between service attitude and the quality of service. We try to use science appliance such as statistic analysis to research the cognition of customer on system way, and make a calculation upon the entire index of the quality of service. We take Taiwan Railway Administration as our research sample and examine the crewman, transit team, and the number of runs of scheduled trains (between Taipei and Kaoshung), and we use questionnaire a our investigate tool which have retrieved 75% at final.
As the outcome of research, we can read that while we take the service attitude as the only factor which related to service quality then we can not get enough characterization upon all the study of service quality. However we can read that the index of service attitude is very similar to that of service quality. At the end of this research we sum up several kinds of service attitude which can lead to calculate the related index of service quality.
If the S.W Company which have been the important role of this research can use its organization power to investigate this topic long-termly, and accumulate enough information upon the service attitude and the improvement of service quality, then it can lead the clean environment of the train onto a whole new limits and can get the top 1 service quality.

並列關鍵字

services quality ； employee attitude

參考文獻

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