台中工業區服務中心服務品質之研究

The Study on Service Quality ofTaichung Industrial Park Service Center

戴筠(DAI,YUN)

指導教授 ： 張庭彰

亞洲大學/管理學院/經營管理學系碩士班/碩士(2007年)

摘要

工業區營運管理機制的良鼠忌對國家經濟發展有重要的影響。因此，簡化服務中心的行政程序、提高行政效率，縮短投資行政審核時程，提昇整體工業區服務中心之服務品質，應為當前思考之重要課題(張玉番，2002)。本研究昌在藉由工業區服務中心所提供的服務項目及申辦案件之現況，透過工業區內的廠商對服務中心的服務品質之實際成受程度，探討未來需要改善之方向，以增進廠商滿意度。
本研究以立意抽樣方式發放開卷，在工業區服務中心轄區內發放給廠商之員工填寫。並利用 SPSS根據有形性、可靠性/一致性、保證性/確實性、完整性、便利性、時效性、助益性、回應性、調整性、關懷性/同理心與安全性等因素進行分析。共計發出845份問卷，回收258份，扣除無效問卷75份，則有效問卷回收率為22%。
研究結呆顯示服務中心的服務指示及動線標示須加強規劃明顯，以及位置所在必須在工業區內各處在標示的更清楚，以減少廠商尋找服務中心的時間。並且在服務中心網頁亦可建檔服務人員的聯絡方式、申辦業務所需的文件資料發佈、申辦案件處理進度及電腦資訊服
務。這樣即可透過網路節省廠商許多舟車勞頓的時間與金錢。

關鍵字

工業區 ； 服務中心 ； 服務品質

並列摘要

There is important effect for the development of national economics about administering the industrial park good or not. Therefore, it is important that an industrial park service center improves its service quality by simplifying the administration procedures, increasing the administration efficiency, shortening the time for verifying, and thus decreasing the transaction costs for companies, and increasing service quality of whole industrial park. This research aims at how to ameliorate the services provided by service center by studying the status of current cases, and pervious to the actual experience of the companies to discuss that how to improve in the future and increase the complacence.
This research is based on the people who work for companies which
are in Taichung Industrial Park Service Center area. Moreover, the
questionnaires were given at random. And use SPSS according to tangibles, reliability, credibility, solidity, facility, validity, benefit, response, modify, sympathize, and security to analyze. A total of 845 questionnaires were sent out, and 258 were sent back; after eliminating 75 ineffective questionnaires the recalling rate ofeffective questionnaires is 22%.
The result of this research reveals that the signs of services and routes should be enhanced to be clear, and the location ofthe service center has to be signed more clearly, which would help people can find them more easily. Companies also can save the time and money by network through the service center website which is shown how to contact with the staff, what documents people should prepare while applying, the application process, and the online service.

並列關鍵字

Industrial Park ； Service Center ； Service Quality

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