Translated Titles

The Customer Satisfaction of Vehicle Maintenance Service: An example of NanYang Industry in Taipei Area




張志平(Jhy-Ping Jhang);張錦勝(Jin-Shen Jhang)

Key Words

汽車維修 ; 服務品質 ; 顧客滿意度 ; Kano二維品質模式 ; 品質機能展開 ; Vehicle maintenance and repair ; Service quality ; Customer satisfaction ; Kano two-dimensional quality model ; Quality function deployment



Volume or Term/Year and Month of Publication

12卷2期(2012 / 12 / 01)

Page #

107 - 122

Content Language


Chinese Abstract


English Abstract

The purpose of this study is to understand the satisfaction of automobile service industry in Taipei area. Grounded by theory of SERVQUAL model, the author categorized service quality into five items, which are guarantee, caring, reaction, reliability, and visibility. Based on these five service quality items, the author created a questionnaire, satisfaction of automobile industry service quality, to launch a survey as the research method. Sampling of this survey was 150 customers who drove to Nan Yang automobile industry in Taipei area for maintenance or repair.The author firstly used descriptive statistics to illustrate the data of participants' and their cars' basic information the author has collected from the survey. Then the author examined item analysis, reliability analysis, and validity analysis. Furthermore, the author analyzed the data by SERVQUAL model and Kano two-dimensional quality model for screening. Finally, the quality function deployment was evaluated by viewing quality elements which need to improve.The result showed that the customer satisfaction rate of automobile service was located at the improvement needed area in SERVQUAL model and Kano two-dimensional quality model which meant the item of reaction and empathy of service quality in Nan Yang automobile industry are two parts that need to improve and increase customer satisfaction. Moreover, results from analysis of evaluating quality function deployment showed some quality elements have rooms for improvement which included staff professional ability, listening skill, staff professional training, service efficiency and perspicacity.At the end of this paper, the author provided improvement suggestions for each improvement-needed item as a customer reaction guide for Nan Yang automobile industry to increase the rate of customer satisfaction.

Topic Category 社會科學 > 管理學
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Times Cited
  1. 李侑霖(2014)。應用二維品質模式與IPA分析於輪胎製造業服務品質之研究-以正新輪胎為例。虎尾科技大學工業工程與管理研究所在職專班學位論文。2014。1-97。