臺北市監理處車輛委外代檢服務品質之研究：以Kano模式探討

The Service Quality Of Outsourced Motor Vehicle Inspection Of Taipei Motor Vehicles Office：An Implication Of Kano’s Model

林正郎(Cheng-Lon Lin)

指導教授 ： 謝登旺博士

共同指導教授 ： 黃敏萍博士(Min-Ping Huang)

元智大學/管理學院/管理研究所/碩士(2009年)

https://doi.org/10.6838/YZU.2009.00127

摘要

本研究對車輛委外代檢服務品質之探討參考引用P.Z.B.模式衡量服務品質構面有形性(tangibles)、可靠性(reliability)、反應性（responsivieness）、保證性(assurance)與同理心(empathy）設計問卷，對公路監理督導人員、民間委託代檢公司從業人員及一般到代檢公司洽辦車輛檢驗之車主的抽樣調查。並引用Kano的二維品質模式做為品質特性分類之方法，探討車輛委外代檢服務品質是否因不同人口統計變數，而對Kano二維品質模式品質特性認知有顯著差異、卡方檢定分析瞭解顧客(車主)、公路監理機關人員及民間代檢公司人員對車輛委外代檢服務品質認知是否具有二維品質特性及運作Kano品質改善指標分析探討提昇滿意度及消除不滿意度項目，最後以品質特性排序評量法(Quality Attribute Ranking)，品質機能展開法(Quality Function Deployment)建構日式品質屋決定出品質改善技術之執行優先順序，探討服務品質技術與管理重點，並提出改善之策略。
本研究得到所提出之41 項車輛委外代檢服務品質問項在Kano二維品質模式上有不同的歸類，其中6 項為「魅力品質」要素、22 項為「線性品質」要素、10 項為「當然品質」要素、3 項「無差異品質」要素。車輛委外代檢各品質要素在Kano二維品質模式上品質特性歸類有顯著差異。不同族群身份別(監理單位人員、民間代檢公司人員及一般車主) 對Kano二維品質要素充足與不充足認知有顯著差異且具有二維品質之特性。不同人口統計變數對車輛委外代檢服務品質要素歸類認知有顯著差異，並點出服務品質技術與管理重點。

關鍵字

服務品質 ； 車輛委外代檢 ； Kano二維品質模式 ； 品質特性排序法 ； 品質機能展開法

並列摘要

This study examines the service quality of the outsourced motor vehicle inspection service by applying the P.Z.B. SERVIQUAL questionnaire methodology, which includes the categories of tangibility, reliability, responsiveness, assurance and empathy. Samples of surveys were taken from the supervisors of government department、the outsourced agency’s employees and those vehicle owners with inspection service experience. The survey results were analyzed by the Kano two-dimensional quality model to discuss the potential significant difference caused by different demographic samples on the model’s outputs for quality characterization. Chi-square test was employed to characterize the two-dimensional attributes of the degrees of anticipation to the service quality by the clients (the vehicle owners), the officials of Motor Vehicle Office, and the service persons of outsourced agencies. The Kano quality improvement index analysis was used to identify and scrutinize the target items to increase customer satisfaction and reduce the dissatisfaction. To finalize the analysis procedure, a Japanese-type quality module was constructed based on the Quality Attribute Ranking and the Quality Function Deployment to prioritize the quality improvement measures.
In summary, the 41 quality factors listed in the outsourced vehicle inspection quality satisfaction survey questionnaire can be classified into different categories according to the Kano model. Six of them are “attractive quality”; 22 are “linear satisfier”; 10 are “must-be quality”; and 3 are “indifferent quality”. There are significant differences among the factors. Different groups, which include the officials of Motor Vehicle Office, service persons of outsourced agencies and the vehicle owners, have significant difference in recognition of qualify sufficiency and insufficiency in the Kano two-dimensional quality model. The factors involved have the two-dimensional characteristics. It was found that there are significant differences among different demographic groups for the recognition of the vehicle inspection service quality factor categorization. The study also pinpointed the key factors for the service quality control and management.

並列關鍵字

Service Quality ； The Outsourced Motor Vehicle Inspection ； The Kano’s two-dimensional Quality Model ； Quality Attribute Ranking ； Quality Function Deployment

參考文獻

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