政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/47839
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113311/144292 (79%)
造访人次 : 50943606      在线人数 : 925
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    政大機構典藏 > 商學院 > 會計學系 > 期刊論文 >  Item 140.119/47839


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/47839


    题名: 應用結構方程模式探討不同性質員工服務品質對顧客滿意之影響--兼論影響服務品質之動因
    其它题名: 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
    作者: 王文英;張清福
    Wang, Wen-Ying;Chang, Ching-Fu
    关键词: 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
    日期: 2007-09
    上传时间: 2010-10-30 14:20:12 (UTC+8)
    摘要: 本文採用結構方程模式探討不同性質員工所提供的服務品質對顧客滿意之影響，並進而探究影響服務品質之動因。所選取的對象為我國汽車維修服務之代表企業國都。結果發現：顧客所感受的服務品質會影響顧客滿意，而且不同性質的員工所提供之服務品質對顧客滿意的影響程度不同，相較於技術人員而言，與顧客直接接觸的服務專員所提供之服務會有較大的影響。此研究結果具有管理上之意涵與啟示，企業應確切掌握各類主要人員所提供的服務對顧客滿意之影響情形，俾能有效率地將有限資源優先投入在對顧客滿意會有較大影響之服務項目的品質改善與加強上。另外，員工能力為影響服務品質的動因，透過加強與管理員工能力，將有助於服務品質之改善。
    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.
    關聯: 顧客滿意學刊,3(2),121-152
    数据类型: article
    显示于类别:[會計學系] 期刊論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    121152.pdf2578KbAdobe PDF2725检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈