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    题名: 以狩野品質模型探討排隊資訊透明化、服務品質和顧客滿意度的關係
    Application of Kano model to the relationships of queueing information provision, service quality, and customer satisfaction
    作者: 聶齊佑
    贡献者: 李有仁
    聶齊佑
    关键词: 排隊心理
    行動裝置
    知覺管理
    狩野模型
    服務品質
    顧客滿意度
    queuing research
    mobile device
    perception management
    Kano model
    service quality
    customer satisfaction
    日期: 2015
    上传时间: 2015-08-17 14:07:24 (UTC+8)
    摘要: 隨著現代人越來越忙碌的生活步調，排隊帶來的負面情緒影響也越來越大；對於企業而言，必須面對因為在消費的過程中等待，而造成顧客對於服務評價降低的現象。當許多研究致力於提出應對排隊問題的可行方案時，時代的推進帶來了行動裝置與網路的普及化，也因此出現了透過應用程式推播排隊資訊，藉此舒緩顧客負面情緒的解決方案。本研究串聯排隊心理、知覺管理…等不同的研究議題，在不同的消費情境中，透過狩野模型(Kano model)探索排隊資訊具備的服務品質，以及透過SERVQUAL的概念建構研究模型，驗證排隊資訊的整體服務品質與顧客滿意度之間的關係。研究結果發現排隊資訊具備的服務品質，多數歸類於魅力品質 (Attractive quality) 要素，一維品質(One-dimensional quality)要素則為其次，其中服務品質大多維持著一致性，但消費情境會對於特定幾項服務品質的帶來影響。研究模型亦驗證了排隊資的整體服務品質和顧客滿意度有正向關係。
    The aim of this paper is to discuss the impact of queue information provisions. As we observe the latest application of revealing queue information via mobile device to deal with the queuing management problem, this research intends to provide a new viewpoint of queuing information crossing different research issues. We develop research framework from four facets: (1) perception management, (2) queuing research, (3) Kano model, and (4) SERVQUAL. The research is divided into three parts. First, via Kano model we find the service quality of queuing information and categorize the service qualities into 6 categories. Second, we examine the relationships between the overall service quality of queuing information provision and customer satisfaction. Third, we are also concerned the impact of consume situation, so the hypothesis will be tested in the different simulated situation in experiment. According to the result, we discover that most queuing information provisions’ service qualities are attractive quality dimension and One-dimensional quality. Besides, the hypothesis of queuing information provisions’ service quality is accepted, which also proves the results which we find in the first part of this research by Kano model. Finally, this research examines the effect of consume situations on the queuing information, and we also have further discussion about the exception situation.
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    中文文獻
    1. 江義平. "教學服務品質衡量模式建構及分析之研究." Asia Pacific Management Review 5.1 (2000): 95-115.
    2. TU, T. C. (2004). 排隊心理之不對稱性效果.中央大學企業管理研究所學位論文,1-142.
    3. 林俊成. (2008). Web2. 0 社群網站服務品質之研究-以 Kano 二維品質模式觀點.政治大學資訊管理研究所學位論文, 1-127.
    4. 李蕙君. (2007). 以 Kano 模式探討台灣高鐵等待服務品質. 未出版碩士論文, 朝陽科技大學, 臺中縣.
    5. 詹定宇. (2002)。一個多元等待品質量表之發展.管理學報，19(4)，585-614
    6. 國人智慧型手機使用行為大調查(2013)。2013年1月25日，取自 http://www.inside.com.tw/2013/01/25/2012-taiwan-smartphone-survey
    描述: 碩士
    國立政治大學
    資訊管理研究所
    102356009
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0102356009
    数据类型: thesis
    显示于类别:[資訊管理學系] 學位論文

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