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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/85243
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/85243


    Title: 電業服務品質與顧客滿意度之探討-以台電公司中北部地區工業大用戶為例
    The Study of Service Quality and Customer Satisfaction for Power Industry-A case on the Large-Manufacturing-Contracted-Capacity Customers of Taiwan Power Company
    Authors: 郭芳楠
    Kuo, Fan-Nan
    Contributors: 周文賢
    Chou, Wen-Shyan
    郭芳楠
    Kuo, Fan-Nan
    Keywords: 服務品質
    顧客滿意度
    Service Quality
    Customer Satisfaction
    Date: 2001
    Issue Date: 2016-04-18 16:22:15 (UTC+8)
    Abstract: 由於服務業的發展及消費者權益意識提昇,服務品質廣受消費者重視。對服務業而言,服務品質已是其賴以生存發展的關鍵因素。在消費者導向的今日,滿意的顧客是企業追求的目標,也是其競爭優勢與成長的關鍵。
    Service quality and customer satisfaction are the KSFs of enterprise`s growth.and competition. In order to provide the satisfying goods and service, the enterprise must be initiative in exploring customers` want and need. Taipower is monopoly in power market of Taiwan now. Due to the deregulation, the competitor will get into the power market. There are only about two thousand Large-Manufacturing-Contracted-capacity customers in Taipower, but they are the most important customers for Taipower. In order to avoid losing them after the deregulation, Taipower must realize their want and need, and customerize the product to match their need.
    Reference: 一、中文部份
    1. 中華經濟研究院(1987),台灣地區分級電價之研究(台灣電力公司委託研究計畫)。
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    5. 立法院經濟及能源委員會(2000),電業法修正草案條文對照表。
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    8. 台灣電力公司(1999),第六輸變電計畫可行性研究報告,p.27。
    9. 台灣電力公司(2000),1999年負載管理年報。
    10. 台灣電力公司(2000),1999年統計年報。
    11. 行政院主計處(2001),中華民國行業標準分類。
    12. 李永年(1998),「商品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」,國立政治大學企業管理研究研所未出版碩士論文。
    13. 杜更新(1999),「國內電信事業服務品質與顧客滿意度之研究─以中華電信公司為例」,私立元智大學管理研究所未出版碩士論文。
    14. 周文賢(2001),多變量統計分析-SAS/STATISTICS使用方法,台北:智勝文化(待出版)。
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    21. 陳欽榮(1996),「電信服務品質實證研究-以電信總局專戶服務為例」,私立東吳大學企業管理研究所未出版碩士論文。
    22. 彭昭英(1999),SAS與統計分析,第10版,台北:儒林。
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    二、英文部份
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    Description: 碩士
    國立政治大學
    企業管理學系
    88355042
    Source URI: http://thesis.lib.nccu.edu.tw/record/#A2002001412
    Data Type: thesis
    Appears in Collections:[企業管理學系] 學位論文

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