台灣電力公司金門區營業處服務品質與顧客滿意度之研究

Taiwan Power Company Kinmen District Sales Office Research on Service Quality and Customer Satisfaction

蔡清淵(Ching-Yuan Tsai)

指導教授 ： 丘宏昌

國立清華大學/科技管理學院/經營管理碩士在職專班/碩士(2021年)

摘要

本研究主要在探討台電金門區處提升各構面服務品質與顧客滿意度間之因果關係。隨著民眾對公共事務參與的提升，服務品質的要求也更高、更多元，政府近年來也不斷的加強推動機關以民為本的全方位服務。台電公司為經濟部轄下的國營事業單位，對於服務品質更是重視，每年會自行訂定「提升服務效能執行計畫」讓所屬各單位有所依循，此外，也會委由專業民調機構調查顧客滿意度，近幾年滿意度均維持在九成五以上。而分佈各地的區營業處則是服務品質提升計畫執行的主要對象。近年來台電金門區處推動提升服務品質自行考核分數年年上升，唯實際顧客滿意度是否與自行考核結果一樣呢？過去不乏學者針對台電服務品質作研究，唯研究的區域、範圍均侷限在部分類型顧客上。因此，本研究以提升服務品質有形性、可靠性、回應性、確實性、關懷性五大構面對整體顧客滿意度呈正向影響關係？顧客調節變項之「性別」、「年齡」對於滿意度沒有顯著性差異？為研究假設問題。以問卷調查法對金門區處轄區顧客作訪查，在調查期間完成900份有效樣本問卷，再以Excel及SPSS作量化統計，分析方法包括樣本統計、敘述性統計、Pearson卡方檢定及交叉分析。研究結果顯示，提升各構面整體服務品質，對顧客滿意度呈正向影響關係，假設獲得支持；顧客調節變項之「性別」對於顧客滿意度沒有顯著性差異，假設亦獲支持；唯顧客調節變項之「年齡」對於顧客滿意度沒有顯著性差異，假設未獲支持。整體而言，台電金門區處服務品質可靠性、確實性與回應性構面，顧客都能給予極高的評價，可持續保持，而有形性與關懷性則可列入優先改善構面。

關鍵字

服務品質 ； 顧客滿意度 ； 敘述性統計 ； Pearson卡方檢定 ； 交叉分析

並列摘要

This research mainly explores the causal relationship between the improvement of service quality of various dimensions and customer satisfaction in Taipower's Kinmen District. With the increase of people's participation in public affairs, the requirements for service quality have become higher and more diverse. In recent years, the government has also continuously strengthened the promotion of all-round people-oriented services by agencies. Taipower is a state-owned public institution under the Ministry of Economic Affairs. It attaches great importance to service quality. Every year it formulates its own "Service Effectiveness Implementation Plan" for all units to follow. In addition, it will also appoint a professional polling agency. According to the survey of customer satisfaction, the satisfaction level has remained above 95% in recent years. The district sales offices distributed in various places are the main targets for the implementation of the service quality improvement plan. In recent years, Taipower’s Jinmen District has promoted the improvement of service quality and self-assessment scores have increased year by year, but is the actual customer satisfaction the same as the self-assessment result? In the past, many scholars did research on Teclast's service quality, but the research area and scope were limited to certain types of customers. Therefore, in this study, the five major components of improving service quality: tangibility, reliability, responsiveness, certainty, and caring have a positive impact on overall customer satisfaction? There is no significant difference between "sex" and "age" of customer adjustment variables for satisfaction? To research hypothetical questions. The questionnaire survey method was used to interview customers in Jinmen District. 900 valid sample questionnaires were completed during the survey period, and then Excel and SPSS were used for quantitative statistics. The analysis methods include sample statistics, descriptive statistics, Pearson chi-square test and cross-analysis . The research results show that improving the overall service quality of each dimension has a positive impact on customer satisfaction. The hypothesis is supported; the "gender" of the customer adjustment variable has no significant difference in customer satisfaction, and the hypothesis is also supported; only customer adjustment The variable "age" has no significant difference in customer satisfaction, and the hypothesis is not supported. On the whole, the reliability, reliability, and responsiveness of service quality in Taipower's Kinmen District can be highly evaluated by customers and can be maintained continuously, while tangibility and caring can be prioritized for improvement.

並列關鍵字

Service quality ； customer satisfaction ； descriptive statistics ； Pearson chi-square test ； cross analysis

參考文獻

參考文獻

中文部分

中華民國經濟部Ministry of Economy Affairs, R O C網頁。檢自https://www.moea.gov.tw/MNS/populace/home/Home.aspx(May. 18, 2021)

台灣電力公司網頁, 檢自https://www.taipower.com.tw/tc/index.aspx(May. 18, 2021)

台灣電力公司/電力生活館/台電圖書/永續報告書網頁,台灣電力公司永續報告書。檢自https://www.taipower.com.tw/tc/report.aspx?mid=85(May. 18, 2021)