Translated Titles

Applying Structural Equation Model to Study the Influence of Different Types of Employees' Service Quality on Customer Satisfaction-A Supplementary Study on Drivers of Service Quality




王文英(Wen-Ying Wang);張清福(Ching-Fu Chang)

Key Words

服務品質 ; 顧客滿意 ; 服務專員 ; 技術人員 ; 員工能力 ; Service Quality ; Customer Satisfaction ; Service Personnel ; Technical Personnel ; Employee Capability



Volume or Term/Year and Month of Publication

3卷2期(2007 / 09 / 01)

Page #

121 - 152

Content Language


Chinese Abstract


English Abstract

This study applies Structural Equation Model to investigate the relationship between service quality and customer satisfaction, the contribution of service and technical personnel to customer satisfaction, and the driver of service quality. The sample includes 16 car maintenance centers of a car dealer in Taiwan. The findings provide interesting management implication for car service industry. The service quality perceived by customers enhances customer satisfaction. However, service personnel and technical personnel contribute to different levels of customer satisfaction. The service personnel directly dealing with customers contribute more to the customer satisfaction than other personnel. The findings provide important management implication for car service industry. Appropriate management and enhancement of the service quality of service personnel and technical personnel is an essential to improve the service quality so that customer satisfaction can be achieved. Furthermore, management should focus on the enhancement of employee capability because it's the driver of service quality.

Topic Category 社會科學 > 經濟學
社會科學 > 管理學
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