頁籤選單縮合
題 名 | P-C-P顧客滿意度調查設計模式研究=The Study on the P-C-P Design Model for Survey of Customers' Satisfactory |
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作 者 | 蕭濱鎮; | 書刊名 | 粉末冶金會刊 |
卷 期 | 29:2 2004.05[民93.05] |
頁 次 | 頁94-99 |
分類號 | 496.7 |
關鍵詞 | 顧客滿意度; SERVQUAL; P-C-P model; |
語 文 | 中文(Chinese) |
英文摘要 | The concern of a profession for the quality of its service constitutes the heart of its responsibility to the public. Services sector has become the major growth industry during the latter part of last century. According to an estimate, it constitutes around 67% & 71% of GNP of Canada & the USA respectively. In 1985, an instrument, called SERVQUAL, for measurement of service had been developed. When it comes to measuring the quality as seen through of its customers, a hierarchical structure-based on the three main classes of attributes-Pivotal, Core & Peripheral, called P-C-P model, has been proposed to the service quality becoming able to decide which dimensions best fit into the attributes for the consumers’ satisfactory. |
本系統中英文摘要資訊取自各篇刊載內容。