中華郵政公司為了增加競爭力,持續推出許多創新服務,如代售日用品和農產品,現在更將觸角拓展至Visa卡的業務上。然而,中華郵政公司推出創新服務後,是否能提升郵局儲匯服務品質,將是本研究之主要目的。其次,了解消費者對郵局儲匯服務品質的滿意度。問卷以PZB(Parasuraman、Zeithaml及Berry,1988)所提出衡量服務品質構面中的五構面,分別為:有形性、可靠性、回應性、保證性及關懷性作為問卷設計之主體架構,發放方式為隨機抽樣,發放對象為具有郵局儲匯經驗者,紙本571份,網路518份,共得1,089份,回收率為93.24%,利用SPSS 18的統計套裝軟體,運用ANOVA分析、相關分析等衡量工具。經由分析結果得知,消費者認為郵局推出創新服務後,確實能提升郵局儲匯服務品質。
The Chunghwa Post Company Limited launches many innovative services continuously, ranging from daily commodities and agricultural products, and now even to Visa cards in order to enhance competitiveness. The main purpose of this research is to investigate whether those innovative services can promote the guality of savings and remittances services in the post office. Next, this research tries to figure out the consumers’ satisfaction on service quality of savings and remittances services of the post office. The questionnaire is based on five dimensions proposed by Parasuraman, Zeithaml and Berry(1988), which are tangibles, reliability, responsiveness, assurance and empathy. Among the 1,089 questionnaires returned: paper questionnaires were 571, electronic questionnaires were 518, and response rate is 93.24%. This research apply ANOVA and Correlation Analysis through SPSS 18. The results show that consumers thought that launch innovative services could promote the service quality of savings and remittances of the Post Office.