服務品質與顧客滿意度關聯之研究-以某天然氣公司為例

A Study of Relationship between Service Quality and Customer atisfaction--Using a Natural Gas Company as an Example

吳金萍(Chen-Ping Wu)

指導教授 ： 嚴國慶

朝陽科技大學/管理學院/企業管理系/碩士(2013年)

摘要

近年來消費者意識逐漸抬頭，顧客對於天然氣產業所要求的服務品質也愈來愈高，市場導向重視顧客意見的顧客化經營，屬於服務業的天然氣公司勢必將以滿足顧客需求、提供優質的服務品質為宗旨，並持續檢討並改善其本身的服務，提升顧客滿意度進而開拓市場為目標，並將此列為企業經營刻不容緩的首要議題。本研究針對國內中部某天然氣公司的用戶進行服務品質、顧客滿意度之調查，在參酌學者Parasuraman, Zeithaml和Berry所提出的PZB模式及SERVQUAL服務品質量表為基礎，以有形性、可靠性、反應性、確實性、關懷性等五個服務品質構面，來衡量服務品質影響顧客滿意度之情形。
本研究問卷資料收集自中部地區使用天然氣之用戶的研究樣本，並納入性別、年齡、學歷等統計變數加以研究。而研究分析結果得知，服務品質包括服務形諸外的實體設施及服務人員儀表的「有形性」對顧客滿意度中「工作效率」、「專業技能」、「關懷溝通」没有顯著的互動感受。服務品質含括公司服務人員提供服務的意願及敏捷程度的「反應性」，在顧客滿意度整體表現上滿意度有顯著的正向互動關係。服務品質中即對顧客承諾的履行及績效的一致性的「可靠性」，對顧客滿意度中「工作效率」、「關懷溝通」的滿意度無顯著的差異。服務品質屬服務人員所需要具備知識與技能的「確實性」，在顧客滿意度中「資訊傳遞」的滿意度最低。服務品質中公司服務人員如何努力去瞭解顧客的需求的「關懷性」，在顧客滿意度中「專業技能」滿意度亦無顯著關連性。

關鍵字

資訊傳遞 ； 服務品質 ； 顧客滿意度 ； 天然氣公司 ； 關懷溝通

並列摘要

With the gradual rise of consumer awareness in recent years, high quality of service became more and more important for the natural gas industry. Natural gas companies which belong to service industry have to set the tenet as meet customer needs and provide high quality service because market turns to focus on customer feedback with customer-oriented operations, continuous in review and improve its own services and customer satisfaction, open up the market as the goal and most important business issues. In this study, we survey service quality and customer satisfaction with customers in a natural gas company, based on PZB model and SERVQUAL service quality scale that Parasurmal, Zeithaml and Berry proposed. Tangibility, reliability, responsiveness, assurance, empathy are five dimensions of service quality to measure the impact of service quality and customer satisfaction in the circumstances.
The questionnaire data are collected from the users of a natural gas company in central area of Taiwan, included gender, age, education as statistical variables. The analysis results indicated that the quality of service including the physical facilities and service personnel instrument in "tangible" have no significant relation with customer satisfaction in the "efficiency", "expertise", "caring communication". Service quality in "reactive" including service willingness and agility has a positive interaction with customer satisfaction. Service quality in "reliability" including implementation of commitments and performance consistency, has no significant differences in customer satisfaction with efficiency and caring communicate. Service quality in "assurance" that needs domain knowledge and skills has lowest satisfaction with "information delivery" in customer satisfaction. Service quality in "empathy" emphasis understanding customer needs has no significant related with "professional skills" in customer satisfaction.

並列關鍵字

Customer satisfaction ； Service quality ； Caring communication ； Natural gas company ； Information transfer

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