服務業品質管理系統之構建與實證研究

The Empirical Study an Quality Management System on Service Industries

馮瑞玉(Jui-Yu Feng)

指導教授 ： 楊錦洲

中原大學/工學院/工業工程研究所/碩士(2002年)

https://doi.org/10.6840/cycu200200351

摘要

中文摘要

「服務品質」不論對服務業或製造業來說，已成為競爭的重要關鍵。尤其近二、三十年來服務業蓬勃的發展，如何提供顧客滿意的「服務」給顧客，成為服務業最根本而重要的課題。為了確保服務品質的提升，服務業者需要有完整的品質管理系統。然而，服務業在品質管理的推行上遠不如製造業，尚無法建立起較為理想的品質管理系統。
近年來，已有多位學者專家提出服務業品質管理系統之想法或架構，但均不夠完整。因此，本研究以 P - D - C - A 之管理運作模式來構建服務業品質管理系統。其中有長期與短期的企業規劃及執行，更以日常管理來確保服務品質的良好管制，再透過品質稽核與對策來提升服務品質以及強化此系統。希望能提供給予服務業可行且完整的品質管理系統。
本研究之實證以統計方法分析，從分析的過程中可瞭解企業實際執行品質管理項目的狀況。而分析的結果得到企業對此品質管理系統的認同度極高，唯獨會因行業別之不同而影響日常管理之執行。分析之結果並提供給予各個行業未來改善之建議。
希望藉由本研究能給予服務業在服務品質的提升上有更加明確的架構與做法，以使服務業具有更優異的競爭力，進而能使消費者享受到更加優質的服務。

關鍵字

品質管理系統 ； 服務品質 ； 服務業

並列摘要

ABSTRACT

Service quality has become the key point of business competition in the service and manufacturing industries. Over the last decade the service industry has become more competitive. In the same time, the assignment for discussion of how to supply the service and ensuring customer satisfaction is the most important in the service industry. In order to ensure the service quality is improving the service industry need complete the quality management system. Also, the service industry is less capable than the manufacturing industry to carry out the service policy, and it’s hard to consult the batter quality management system.
Over or the lest few years, their has been many scholarships to help or provide several opinions or framework for the quality management system, yet it is not complete. The research depend on a Plan - Do - Check - Action cycle from the management operating model, that is why we want to design the quality management system for the service industry. The business has to execute long and short - term plan, in order to ensure the service quality is well controlled. It is out policy to promote the service quality and to intensify the quality management system of service industry. The research will supply an intact quality management system model to service industry.
Statistical analysis was used to determine how to apply quality management system on companies. The analysis’ outcome found that some of the companies have higher compatibility to this quality management system. Other companies are limited by different requirements, so it would affect their normal management. The research will supply several suggestions to the service industry on how to approve them in the future.
The research could be helpful to the service quality improvement and to identified a framework and better method, so that it excel in business, and the customer will enjoy a greater service priority than before.

並列關鍵字

Service Quality ； Service Industry ； The Quality Management System

參考文獻

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