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頁籤選單縮合
題 名 | 評定量表模式在管理顧問業服務品質之應用=Appling the Rating Scale Model on the Service Quality of the Management Consultancy Services |
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作 者 | 葉貞雯; | 書刊名 | 中小企業發展季刊 |
卷 期 | 12 2009.06[民98.06] |
頁 次 | 頁151-178 |
專 輯 | 知識管理與中小企業 |
分類號 | 496.7 |
關鍵詞 | 顧客重視程度; 業者績效水準; 顧客滿意度; 顧客忠誠度; Consumer importance; Operator performance; Consumer satisfaction; Consumer loyalty; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究之目的係以企業客戶的觀點,探討顧客期望的服務品質水準(即顧客重視 程度)和顧客知覺的服務品質水準(即業者績效水準)之關係,以提供管理顧問業者 參考改進其服務策略。本研究以162 間曾經接受過管理顧問師輔導之公司為研究對 象,並以修訂的「管理顧問業者服務品質、顧客滿意度與顧客忠誠度研究問卷」為研 究工具。施測的結果則以評定量表模式、信度分析、相關分析、重視程度-績效水準 分析、成對比較均數檢定、多變項變異數分析及差異分析等方法進行統計分析。主要 的發現如下:最為受訪公司所重視又是業者績效最佳之項目是顧問師能保守本公司的 業務機密;在所有業者績效不佳的項目之中,最為受訪公司所重視之項目是顧問師對 問題的現況能充分掌握。不論是就服務品質整體性,或是就個別有形性、可靠性、反 應性、保證性、關懷性等五個構面而言,業者績效水準與顧客重視程度間均呈現顯著 正相關,而顧客滿意度和顧客忠誠度之間亦呈現顯著正相關。再者,業者績效水準與 顧客重視程度的均數差異,不論是在服務品質整體性,或是在個別有形性、可靠性、 反應性與保證性等構面均具高度顯著性差異,惟獨在關懷性這個構面上不具顯著性差 異;而且業者績效水準與顧客重視程度的差異僅會隨著受輔導的次數之不同而有顯著地改變。 |
英文摘要 | The purpose of this study was to discuss the relations of level of consumer expected service quality (defined as consumer importance) and level of consumer perceived service quality (defined as operator performance), and to provide suggestions to operators. 162 companies once had been consulted were used as subjects. Revised inventory “the Survey of Service Quality, Consumer Satisfaction, and Consumer Loyalty in Management Consultancy Services” was used as a tool. The data obtained was analyzed by the rating scale model, reliability analysis, correlation analysis, importance-performance analysis, pairedcomparisons t test, multivariate analysis of variance and difference analysis. The major findings of this study were as follows: Consultant can keep company secret was the most important and best performance item. Among the items with worst performance, consultant can control the situation timely was the most important item from the consumer perspective. The positive correlation between operator performance and consumer importance showed highly significantly as a whole or by tangible, reliability, responsiveness, assurance and empathy. The mean difference and correlation between operator performance and consumer importance showed highly significantly as a whole or by tangible, reliability, responsiveness and assurance. The difference between operator performance and consumer importance differed by the consultancy frequency significantly. |
本系統中英文摘要資訊取自各篇刊載內容。