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題 名 | 以需求理論為基礎所建立之服務品質分類=A Service Quality Classification Based on the Theory of Needs |
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作 者 | 丘宏昌; 林能白; | 書刊名 | 管理學報 |
卷 期 | 18:2 2001.06[民90.06] |
頁 次 | 頁231-253 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 需求理論; Service quality; Theory of needs; |
語 文 | 中文(Chinese) |
中文摘要 | 許多學者對品質的定義就是滿足顧客的需求,然現階段有關服務品質構面與內涵的研究中,幾無學者是根據需求理論的觀點,從一套能解釋大多數人類需求內涵的理論中來導出顧客所想要的服務品質內涵。此外,實務上部分好的服務品質內涵,亦難以自Parasuraman, Zeithaml and Berry為主之服務品質模型中來解釋。有鑑於此,本研究認為要瞭解顧客心目中所關切的服務品質,可從需求理論方面來著手,並根據各需求的內涵,來提供滿足顧客不同需求內涵所對應的服務品質。故本文乃以Maslow之需求理論為基礎,透過名目群體技術,發展一套具理論基礎之服務品質分類方式,並據此得到一套服務品質衡量模式(稱為SQ-NEED)。經銀行業中226名顧客實證資料考驗後,本模型具相當程度之信度與效度。亦即在兼顧理論基礎與實證研究的考驗下,本模型不失為衡量服務品質的一種方式。 |
英文摘要 | A literature review revealed that a majority of researchers agree to define quality as meeting customers’ needs. Among services marketing literature, however, almost none of previous studies derived the service quality dimensions based on the theory of needs. This study, therefore, attempts to take a theoretical approach and derive service quality dimensions based on Maslow’s theory of needs. After conducting a field survey of 226 respondents, the results indicate that our model (called SQ-NEED) not only has a theoretical sound, but also possesses reasonable reliability and validity. Therefore, SQ-NEED is a need-driven multiple-item scale that marketers can apply to improve service quality. |
本系統中英文摘要資訊取自各篇刊載內容。