查詢結果分析
來源資料
頁籤選單縮合
題 名 | 臺北市產業工會服務品質之探討--以製造業、營造業及運輸、倉儲、通信業為調查對象=Investigating the Service Quality of Industrial Labor Unions in Taipei |
---|---|
作 者 | 李銓; 黃旭男; 楊麗芳; | 書刊名 | 經社法制論叢 |
卷 期 | 23 1999.01[民88.01] |
頁 次 | 頁271-288 |
分類號 | 556.71 |
關鍵詞 | 產業工會; 服務品質; 差距分析; 調查; 服務品質管理矩陣; Industrial labor unions; Service quality; Gap analysis; Survey; Management matrix of service quality; |
語 文 | 中文(Chinese) |
中文摘要 | 近年來我國經濟發展迅速,社會風氣日益開放,促使勞工意識抬頭,勞資關係因 而更加複雜。勞資間的問題與衝突,若能透過工會有效地溝通與協調,則可化解無數的衝 突與糾紛。然而,工會欲發揮其應有的效能,唯有提升其對會員的服務品質,贏得會員的 信賴與支持,方能有效地推展會務。因此,透過調查以探討工會之服務品質,進而提供改 善服務品質之方針,實為一值得研究之議題。 本研究係以PZB(1988)服務品質之模式,據以分析台北市產業工會會員對工會服務品質 的滿意度。研究結果顯示,會員對工會所提供之服務品質並非很滿意,而會務人員也明白 會員對工會的不滿。經由會員滿意度差距分析的結果,將可提供會務人員對會務工作改善 的依據。 |
英文摘要 | In service management, there has been increasing emphasis on the potential use of service quality. But less paper is concerned with the labor unions service quality. The purpose of this study is trying to use the gaps analysis, developed by Parasuraman, Zeithaml and Berry (PZB), to investigate the members satisfaction of Industrial labor unions. This paper starts by defining satisfaction of labor unions member, then investigates the gap 1 and gap 5 identified by PZB on 1985. At the same time, this paper considers factors that create the members satisfaction. The results show that gap 5 exists, while gap 1 does not significantly exist. In addition, four factors, including interface of communication, needs of unions members, data management and unions image, environment facility and members welfare, are extracted and 72.69% of the total variance are accounted for members satisfaction through factor analysis. To conclude, this paper not only investigates the members satisfaction but also provides useful information for generating improvement directions, which can serve as a reference for labor unions in managing service quality. |
本系統中英文摘要資訊取自各篇刊載內容。