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題 名 | 探討影響加油站服務品質關鍵成功因素之研究=Discussion on Affecting the Quality of Gas Station Service Study on Key Success Factors |
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作 者 | 張樟泉; | 書刊名 | 石油季刊 |
卷 期 | 51:4 2015.12[民104.12] |
頁 次 | 頁69-84 |
分類號 | 496.7 |
關鍵詞 | 服務品質; 關鍵成功因素; Service quality; Key success factors; |
語 文 | 中文(Chinese) |
中文摘要 | 有關加油站服務品質滿意度之調查,國內已有多位學者研究及探討,但對於影響加油站服務品質得關鍵成功因素,尚無學者專家加以研究,本研究針對加油站服務品質,根據學者專家文獻之探討,將加油站服務品質分為「有形性」、「可靠性」、「確實性」、「反應性」、「關懷性」等五個構面,再由五個構面發展出18個關鍵成功因素,經30位具管理經驗的消費者及30位經營加油站主管,填寫AHP問卷,經AHP問卷資料回收分析,得出前十大關鍵成功因素,以作為加油站經營業者改善服務品質之參考。其中30位經營加油站主管問卷分析統計影響加油站服務品質的前十大關鍵成功因素依序如下:油品品質優良、加油油量足夠、收款給據確實、地點便利、告知油錶歸零數量、服務態度親切、服務動作迅速、會員積點確實、主動招呼引導詢問、設備操作熟練。另30位具管理經驗的消費者問卷分析統計影響加油站服務品質的前十大關鍵成功因素依序如下:加油油量足夠、設備操作熟練、服務動作迅速、油品品質優良、地點便利、主動招呼引導詢問、收款給據確實、服務態度親切、立即回應顧客問題、主動擦拭車窗玻璃。經分析消費者與經營加油站主管問卷統計結果之主要差異,其中設備操作熟練在消費者心目中排行第2,但在加油站主管排行第10,油品品質優良在消費者排行第4,但在加油站主管排行第1,服務動作迅速在消費者心目中排行第3,但在加油站主管排行第7,其餘項目則排行差異不大。 |
英文摘要 | Although many academic studies were developed on the service quality satisfaction of gas stations, no key factors which influence the service quality were discussed. In this research, five aspects including "tangible", "reliability", "certainty", "reactive", "care" are defined in order to develop 18 key success factors for the service quality study of oil stations. This study collects 60 AHP questionnaires completed by 30 consumers with managerial experience and 30 gas station managers. We conclude the top ten key success factors for the further improvement of service quality. The top ten key success factors from 30 consumers with managerial experience are: sufficient fuel oil, skilled equipment operation, quick service and prompt action, great oil quality, convenient location, be initiative to guide consumers, friendly attitude, immediate response to customer problems, take the initiative to wipe out the window glass. The top ten key success factors from 30 gas station managers are: quality of oil and fuel oil, enough to receivables According to Indeed, convenient location, to inform fuel gauge zero quantity, friendly attitude, quick service and prompt action, Member plot point indeed, the initiative to call the guide asked, skilled equipment operation. The differences between consumers' and managers' data are that skilled equipment operators is No. 2 factor in consumers' part, but ranks as 10th in managers' one. Great oil quality ranks 4th in the consumers' part, but ranked No. 1 in managers' one. Quick service and prompt action rank No. 3 in the consumers' part, but ranks 7th in managers' one. |
本系統中英文摘要資訊取自各篇刊載內容。