中華郵政公司顧客滿意度之研究

A Study on Consumer Satisfaction of Chunghua Post Corporation

盧秀芳(Lu Shiu Fang)

指導教授 ： 蔡憲六

亞洲大學/管理學院/經營管理學系碩士班/碩士(2005年)

摘要

近年來隨著產業多元化、國際化及科技的突飛猛進，中華郵政面臨前所未有的經營瓶頸，為突破經營之困境，除了進行產業變革，更加強服務品質以提昇顧客滿意度，增進競爭力，以鞏固客源。本文研究目的為探討顧客對中華郵政公司的滿意度，與探討人口統計變數對顧客滿意度是否有顯著差異，及探討不同生活型態對顧客滿意度是否有差異，藉以提供中華郵政公司具體而有價值資訊，以提供更佳的服務品質，達企業永續經營。
本研究以問卷方式依隨機抽樣進行問卷的發放與回收資料蒐集工作，再以SPSS11.0統計軟體進行信度、敘述性統計、t檢定、因素分析、變異數分析（one way ANOVA）歸納整理出結果，提出本研究之結論為：
一、人口統計變數在「價格」、「便利性」、「服務過程」、「服務內容」構面有顯著差異。
二、不同生活型態變數在「便利性」、「企業形象」、「服務設備」、「服務人員」、「服務過程」構面有顯著差異。
三、顧客對期望服務與實際體驗服務有顯著差異，滿意度平均數為負值，中華郵政應加強服務品質以滿足顧客需求，否則，客源會大量流失，影響企業經營。

關鍵字

中華郵政 ； 服務品質 ； 顧客滿意度

並列摘要

With the advancing by leaps and bounds of industrial pluralism, internationalization, science and technology in recent years, the Chunghwa Post Corporation faces the unprecedented management bottleneck, in order to break through the predicament managed, except carry on the industry to improve, strengthen the quality of serving in order to promote customer satisfaction even more, promote the competitiveness, in order to consolidate the source of customers. This purpose of text studies in order to probe into customer satisfaction with Chunghwa Post Corporation, with have difference of showing to probe into the demographic satisfaction to customer of parameter, and probe into different living type satisfaction to customers of attitude and have a difference, the concrete and valuable information that use to offer a Chunghwa Post Corporation, in order to offer better service quality, and reach the management of enterprises continuously forever.
This research carries on the granting and the work of collecting with the recovery materials of the questionnaire in accordance with the random sampling by way of questionnaire, and then carry on credibility, narrating statistics, t assaying, factor and analyze, make a variation to count and analyze (one way ANOVA) that sums up and puts in order out the result with the statistics software of SPSS11.0, and propose that the conclusion of this research is:
First, The census for parameter at ' price ', ' convenience ', ' serve by course ', ' service content ' that have the obvious differencess in construct.
Second, the different model parameters of living type at ' convenience ', ' corporate image ', ' service equipment ', ' attendants ', ' serve by course ' that has the obvious difference in construct.
Third, the customer servers to the expection and has difference of showing at experience serving actually. The satisfaction average is the negative value, The Chunghwa Post Corporation should strengthen the quality of serving in order to meet customer's demand , otherwise, the loss that the source of customers will be generous ,and influence the enterprises to manage .

並列關鍵字

Chunghwa Post Corporation ； Quality of service ； Degree of customers

參考文獻

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