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題 名 | 外部顧客與內部人員對品質屬性之認知上的差異性分析=An Analysis on the Gaps of Recognition for the Quality Attributes between the Customers and Service Providers |
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作 者 | 楊錦洲; | 書刊名 | 中原學報 |
卷 期 | 28:4 2000.12[民89.12] |
頁 次 | 頁43-54 |
分類號 | 494.56 |
關鍵詞 | 品質屬性; 顧客滿意; 二維品質模式; Quality attributes; Customer satisfaction; Two-way model; |
語 文 | 中文(Chinese) |
中文摘要 | 如今,晶質已成為企業界競爭的利器,因而,企業界都在努力的提昇「產品品質」與「服務品質」。 而品質是要滿足顧客需求,讓顧客滿意的。但企業界無法做到事事均讓顧客滿意。所以,必須先了解那些品質屬性或品質要素是重要的,然、後在這些重要的品質要素上盡力的提供給顧客,讓顧客滿意。然而,以往企業界都是由內部的角度來評量重要的晶質屬性,而忽略了顧客的聲音,已有學者提出了類似的看法,但較欠缺實證分析。 本研究是以一家電腦公司作為實證對象,分別針對產品品質與服務品質進行研究。經過統計檢定與分析之後,我們發現到外部顧客與公司內部人員對晶質屬性之重要度的看法有很大的顯著差異。接著,本研究也進一步分析二維品質的歸類,在這些方面,外部顧客與公司內部人員的看法是有些差異但並非很嚴重,倒是最終使用者與經銷商之間對晶質屬性之看法蠻多不同之處。此外,我們也發現到品質屬性的重要度跟二維品質之類別有很密切之關係。 品質是純由顧客來衡量的,因此,企業界要改變以往的心態與做法,多聽聽顧客的聲音,由顧客的角度來決定重要的品質屬性與類型,才能做出正確而有效的品質決策。 |
英文摘要 | Now a day, the management of qua1ity has been becoming a very powerful tool on the competitiveness of the industries, and hence, most of the enterprises are devoting themselves to upgrade level of the product qua1ìty and service quality. The definition of quality means to meet customers' needs, to conform to customer's expectations and to satisfy them. However, since the companies are unable to obtain the customers satisfaction in all aspects of their business, they have to understand what quality attributes and quality elements are identified as important by the customers, or what are customer's primary consideration in order to put the best effort to provide the same to fill the requirements for obtaining the total satisfaction of customers. But, normally the enterprises are used to evaluate the quality attributes from their own prospects and hence the customers' voices are neglected usually. There are several researchers have pointed out the similar issue but lacking of advanced empirical studies. In this research, we have an empirical study by cooperating with a computer company. In the first part of the research, we study the importance ranking of the quality attributes for the product quality and the service quality by using the questionnaire method. After the statistical analysis, wefind out there are some significant differences between the providers' perceptions and the customers' prospective on the importance levels. In the second part, we investigated the categories of the two-way model. The results show that there are many considerable gaps among the internal perceptions, the customers' perspectives, and the distributors.. Besides, we can find out that there are a very close relationship between the importance levels and the categories of the two-way model for the quality attributes. Qua1ìty is evaluated by the customers, therefore, the industry must change their management manners and operational activities that are inwardly focused before, listen to the voices and feed backs from the customers, consider customer's perceptions to provide those important quality elements. Only based on the fully consideration of the importance ranking and features of the quality attributes, the enterprises can work out a correct and effective qua1ity program. |
本系統中英文摘要資訊取自各篇刊載內容。