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題 名 | 服務品質、疏失、補救與顧客滿意之結構性分析--以高雄地區為例=Structural Analysis of Service Quality, Service Failure, Service Recovery and Customer Satisfaction in Kaohsiung Area |
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作 者 | 吳萬益; 蔡政宏; | 書刊名 | 管理研究學報 |
卷 期 | 2:2 2002.07[民91.07] |
頁 次 | 頁209-237 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 服務疏失; 服務補救; 顧客滿意; Service quality; Service failure; Service recovery; Customer satisfaction; LISREL; |
語 文 | 中文(Chinese) |
中文摘要 | 服務品質與顧客滿意間的關係,早已成為各界所競相探討的領域,然而透過服務補救而造成顧客滿意與顧客忠誠之研究仍不多見。本研究即以兩者之間的第一次滿意關係為基礎,探討未臻熟的第二次滿意的領域即由服務品質、疏失、補救進而影響顧客滿意的因果性關係的探討。透過基本次數分炭,因素分析並藉由LISREL工具的使用,本研究從高雄地區三家準醫學中心級醫院的就診民眾為調查對象,發放問卷進行分析得出以下結論:1.包含第一、二次滿意的整體架構模式基本上是成立的,但服務補救與服務疏失的擷取與計算方式尚待調整與加強2.不同的服務疏失種類,對於顧客滿意的模式的影響程度有所差異,其中以第三類服務疏失所構成的第二認滿意模式最具說服力3.就民資所實際接受的服務補救方式與所期望的補救方式略有差異。 |
英文摘要 | The relationship between the service quality and the customer satisfaction has been explored and studied for many other researches, but most of these are the first-satisfaction. Research is still in lack of studies of the second-satisfaction through service recovery. In addition to the first-satisfaction’s model, this study explores the second-satisfaction model which is the structural analysis of service quality, service failure, service recovery and customer satisfaction. After surveying the customers of the three large hospitals in Kaohsiung, this research suggests that: (1)the structure of the overall satisfaction included the first and the second satisfaction is sustained. But this model needs some revise in the selection and definition of variables. (2)different kinds of failure affect this model differently. The third kinds of service failure work the best. (3)the gap between expected recovery and actual recovery seems to be significant. |
本系統中英文摘要資訊取自各篇刊載內容。