家事服務員專業知能對顧客滿意度之關聯性分析

HouseKeepers' professional knowledge on the relevance of customer satisfaction analysis

周冠宇(Kuan-Yu Chou)

指導教授 ： 楊立人

淡江大學/商管學院/企業管理學系碩士在職專班/碩士(2014年)

https://doi.org/10.6846/TKU.2014.01084

摘要

台灣地區老年人口快速增加已經成為一項重要的關注課題，這當中居家照顧與照護成為家事服務產業裡的一項重要商機。此外，當工作時間增加時，會提高工作收入，但相對地，會使得家庭照料、家人相處時間變少、工作與家庭衝突問題產生。「家事服務」就在「工時延長」與「就地老化」的影響下在台灣地區家事服務應運而生成為一門新興行業。
在過去有關家事服務的相關研究中，皆探討居家醫療照護或服務品質，然而較無針對家事服務業中家事服務員專業知能的部分做相關研究。透過家事服務員專業知能的協助，顧客就可以在較短的時間內，獲得顯著的效果。因此，本研究想進一步探討家事服務員專業知能對顧客滿意度是否呈顯著相關。
本研究結果顯示管家的膳食烹飪能力及居家照顧服務能力越高，顧客則越滿意。管家的服務專業態度與應對禮儀越好，顧客則越滿意。管家的居家清潔收納能力越高，顧客則越滿意。

關鍵字

管家 ； 家事服務 ； 居家清潔 ； 客戶滿意度

並列摘要

Rapid increase in the elderly population in Taiwan has become an important concern issues, which were to become the family home care and care in the service industry is an important opportunity. In addition, when the increasing of working hours will increase income from work. However, it will make workers spent less time with their family and home care relatively, work problem and family conflicts arise. "Family Services" in "prolonged working hours" and "aging in place" under the influence of family services have emerged in Taiwan become an emerging industry. Through the assistance of the Family waiter professional knowledge, customers can obtain significant results in a short period of time.
In the past, In related research focus on family medical services, home health care was discussed or service quality, those without doing research for Domestic Services in house keeper professional knowledge part, therefore, the present study is to further explore the family attendant professional knowledge on customer satisfaction is significantly correlated.
The results of this study shows that the ability housekeeper and cook meals at home to take care of the higher service capabilities, customers are more satisfied. Housekeeper service professional attitude and response ritual better, the more satisfied customers. Home Cleaning higher storage capacity Housekeeper, customers are more satisfied.

並列關鍵字

housekeeper ； family services ； home cleaning ； customer satisfaction

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