台灣電力公司執行力與顧客滿意度相關之研究

A Study on the Relationship between Execution and Customer satisfaction of Taiwan Power Company

洪維松(Wei-Song Hong)

指導教授 ： 吳天方

亞洲大學/管理學院/經營管理學系碩士班/碩士(2005年)

摘要

本研究旨在瞭解台灣電力公司(以下簡稱台電公司)之執行力與顧客滿意度，並探討兩者間的相關性。台電公司是我國唯一的綜合電業，肩付供應全國穩定電力之責任，其經營績效之高低，直接影響人民生活品質與工商產業的經營。因此其之執行力與顧客滿意度情況如何？兩者間是否相關？是值得探討的課題。
本研究以台電公司台中、南投、彰化、苗栗等4個營業區處之員工與顧客為研究對象，以問卷為研究工具。執行力以因素分析法歸納為策略與營運執行、人員任用與獎賞、領導風格、人員紀律等四個構面，探討台電公司的執行力表現，另檢定不同員工人口統計變項對執行力看法的差異。顧客滿意度以因素分析法歸納為確實性、關懷性、可靠性、有形性、反應性等五個構面，分析台電公司的顧客滿意度，及不同顧客人口統計變項對顧客滿意度之差異。最後再做執行力表現程度與顧客滿意度相關之分析，經資料分析結果作成結論如下：
一、員工對台電公司執行力表現未達滿意程度，且與期待的差異頗大，在人員紀律構面表現較好，而在人員任用與獎賞構面表現不佳。
二、台電公司的顧客滿意度達滿意程度，與台電公司近兩年委外調查一般用戶的滿意度結果相符。在確實性構面表現良好，而關懷性構面表現普通。
三、不同員工人口統計變項之執行力的表現程度差異分析結果，僅不同教育程度員工在策略與營運執行及人員任用與獎賞構面有差異，其餘各變項分析結果無顯著差異。
四、不同顧客人口統計變項的顧客滿意度差異分析結果，僅不同年齡顧客在關懷性構面差異達顯著水準，其餘各變項分析結果無顯著差異。
五、以執行力的表現程度與顧客滿意度之平均數進行比較，把4個區營業處分成高低兩組，則執行力表現程度高的一組，顧客滿意度明顯高於低的一組，顯示兩者間存在一定程度的相關性。另以Pearson相關分析結果，在「領導風格」與「有形性」及「人員紀律」與「可靠性」達顯著相關，其餘各構面之相關性皆未達顯著水準，但相關係數偏低，無法解釋其相關性。

關鍵字

執行力 ； 顧客滿意度 ； 台灣電力公司

並列摘要

The purpose of this study is to understand the execution and customer satisfaction of Taiwan Power Company(TaiPower), and explore the relationship between them. TaiPower is the only comprehensive electricity provider in Taiwan, and is responsible for stable power supply to the entire island. Its performance directly affects the living quality and geration of industries in Taiwan. Therefore, the execution of the company, customer satisfaction, and the relationship between them are the topic we are concerned with.
This research studied the employees and customers of Taichung, Nantou, Changhua, and Miaoli offices of TaiPower. The research method was questionnaire survey. The execution was generalized into four aspects by factor analysis, namely strategy and operation, personnel recruitment and reward, leadership, and personnel discipline. The execution and employees’ opinions on the execution based on demographic variables were discussed. Customer satisfaction was generalized into five aspects of assurance, empathy, reliability, tangibles, and responsiveness, in order to analysis the customer satisfaction based on demographic variables. Finally, relationship between the execution and customer satisfaction was analyzed. The findings and conclusions are as following:
1)The execution of TaiPower perceived employees is less than satisfactory level, and has significant difference from the expectation; among them, the“personnel discipline” is the best, while “personnel recruitment and reward” is the last.
2)The customer satisfaction is consistent with the results from the outsourced survey conducted over the last two years; among them, the “assurance” is the best, and “empathy” is average.
3)Among the demographic variables in execution, the education background shows difference in “strategy and operation” and “personnel recruitment and reward,” and other variables have no significant difference.
4)Among the demographic variables in customer satisfaction, age shows significant difference in “empathy”, and other variables have no significant difference.
5)Compared the execution with the mean of customer satisfaction, the four offices are divided into two groups, one with high rating and another has low rating. The group with high execution has significantly higher customer satisfaction than the other, indicating that there is relationship between them. Based on Pearson correlation analysis, “leadership” and “tangibility”, “personnel discipline” and “reliability’ show significant correlation, and other variables have no significance. The correlation coefficients are low, and could not be use to explain the relationship.

並列關鍵字

Execution ； Customer satisfaction ； Taiwan Power Company

參考文獻

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