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| 題 名 | 維修服務品質與顧客滿意度之關聯性研究--以臺灣中油石化事業部為例=The Relevance Study of Maintenance Service Quality and Customer Satisfaction--For CPC, Taiwan Petrochemical Business Division |
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| 作 者 | 黃士滔; 任國明; | 書刊名 | 高雄應用科技大學學報 |
| 卷 期 | 39 2010.05[民99.05] |
| 頁 次 | 頁193-221 |
| 分類號 | 496.7 |
| 關鍵詞 | 維修服務品質; 顧客滿意度; 重要度-滿意度模式; Maintenance quality; Customer satisfaction; Importance-satisfaction model; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 台灣中油屬民生基礎建設,工廠不順將影響民生產業,因此設備運轉可靠度須審慎管理。本研究將發掘設備維修品質不足之處,透過問卷探討維修服務品質與顧客滿意度。 本文之研究目的為(1)分析維修服務品質缺口。(2)探討操作人員特質對於構面之差異性。(3)探討構面間的相關性。(4)探討重視度高且滿意度低的問項。 以SPSS12.0 統計軟體分析所回收的問卷,所得結果如下: (1) 缺口五:維修與操作人員滿意度與缺口六:操作單位重視度與滿意度均呈現顯著差異性。 (2) 操作人員特質在服務滿意度方面,在年齡、學歷、薪資與年資呈現顯著差異性。 (3) 重視度與滿意度因子間存在一定程度的相關性。 (4) 引用重要度–滿意度模式發現有超過三分之一的項目在有待改善區。 結果發現維修單位應該更主動了解操作單位的需求,以提供具有前瞻性的服務策略。 |
| 英文摘要 | The Chinese Petroleum Corp., Taiwan is the people's livelihood infrastructure and the smooth process of company is related to the domestic industries of people's livelihood, so the reliability of equipment operation must be managed carefully. In this study hope to find the deficiencies of equipment maintenance quality and investigate maintenance service quality and customer satisfaction. through questionnaire. The purpose of this study include(1)Analysis of maintenance service quality gap.(2)Investigate structures difference of operators’ attributes.(3)Investigate relationship of structures.(4) Investigate questions of low importance and high satisfaction. Analyze the questionnaire by SPSS12.0 software and result as: (1) Gap5: satisfaction of maintenance and operation employees and gap6: importance and satisfaction of operation divisions showed a significant difference. (2) Operators’s attribute is significant difference in particular in age,education,salary and seniority. (3) Found that importance and satisfaction of service quality are necessary relevance. (4) Quoted Importance-Satisfaction model and find over 30% items in the must be improved area. From the results can be found maintenance division should take initiative to understand actual demand of operation divisions and provide more forward-looking strategy. |
本系統中英文摘要資訊取自各篇刊載內容。