本文以使用者觀點探討公共廁所的服務品質要素,並由使用者的認知與感受評量出各服務品質要素的歸類以及滿意度指標。本文係採用Kano的二維品質屬性歸類方式,以量化方式研究公共廁所服務品質的歸類,依據文獻歸納服務品質爲六大構面:(1)設施/設備、(2)安全性、(3)舒適性、(4)方便性、(5)美化/綠化、(6)管理等構面,發展爲54個題項的問卷,每個題項均採正反兩面提問,以隨機抽樣實施問卷調查,共獲得498份有效問卷。針對公共廁所服務品質構面與品質要素依二維品質屬性歸類研究。結果顯示:設施/設備與安全性兩構面歸屬於「一元品質要素」;舒適性構面歸屬於「魅力品質要素」;「方便性」、「美化/綠化」與「管理」等三構面雖歸屬於「無差異品質要素」,如能強化其中的「方便性」、「美化/綠化」,應能提高民眾使用公共廁所的滿意度。在各服務品質構面中,皆有若干服務品質要素分別歸類於Kano的服務品質類別。研究發現民眾所關切的是安全方便地如廁,如能美化公廁環境,強化服務內容,提高使用公廁的舒適性,應能有效提昇公共廁所服務品質。
The aim of this paper is to discuss about the service quality elements according to user's perspective and to evaluate service quality and satisfaction index by user's feelings and perceptions. This paper used Kano’s two-way quality property generalization to measure the service quality of the public sanitary. We could conclude the service quality into six dimensions. (1) facility/equipment (2) safety (3) convenience (4) prettified/plants are planted (5) management and develop these six dimensions to a 54-quation questionnaire. Each question is asked in both negative and positive ways. The questionnaire used random samples. We’ve got 498 valid copies of the questionnaire. This paper focused on two-way quality according to public sanitary service quality dimensions and elements. The results could be provided to the government, related-industries and related units to consult how to plan and construct public sanitary and promote the service quality and satisfaction of public sanitary.