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題名 | 臺灣金融服務業服務品質量表建構程序之研究=The Study on Construction of Service Quality Scale in Taiwanese Financial Service Industry |
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作者 | 陳恒毅; |
期刊 | 高苑學報 |
出版日期 | 20080700 |
卷期 | 14 2008.07[民97.07] |
頁次 | 頁149-168 |
分類號 | 496.7 |
語文 | chi |
關鍵詞 | 服務品質; 項目分析; 因素分析; 線性結構模式; Service quality; SERVQUAL; Item analysis; Factor analysis; Linear structure relation model; |
中文摘要 | 服務品質應用於服務業的研究,近年來逐漸受到學術界及企業界重視,但由於目前業界逐漸趨向於電子化營運模式與實體作業程序為顧客傳遞服務,故現今所存在量表:SERVQUAL,已無法衡量,而有其修正的必要。為了解決這些問題, 本研究透過項目分析與因素分析的統計方法,重新建構一份通用e化下的員工服務品質量表,結果發現:服務品質應包含三個構面15題頃。最後以線性結構模式驗證上述三構面問題項,結果顯示:三構面15題項的服務品質量表是一個合理、有效的測量模型。 |
英文摘要 | A study of service quality has increased substantially in recent years, as is evidenced by academic and business fields, describing the application of its concepts in the service sector. Nowadays, owing to electronic operation process execution in financial service institutions of Taiwan, the integration characteristics between e-commerce websites and traditional business-to customers interfaces can not be measured by SERVQUAL. This research develops a service quality scale for web-based and traditional channels service quality through modification of the original SERVQUAL models with consideration of the differences between web-based services and traditional communication interface. Factor analysis, reliability analysis, item analysis and linear structure relation model were implemented to construct an instrument with 3 subscales and 15 items that is appropriate to measure employees service quality. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。