頁籤選單縮合
題 名 | 服務品質之測量--以銀行業為例 |
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作 者 | 曹國雄; | 書刊名 | 中原學報 |
卷 期 | 23:2 1995.04[民84.04] |
頁 次 | 頁23-34 |
分類號 | 496.7 |
關鍵詞 | 服務品質; Servqual; Service quality; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究探討Parasuraman et al. (1988、1991)的SERVQUAL量表,以及混合測量和直接測量差距3種方法測量服務品質的效果。受試為一家銀行的客戶共296位,分別接受SERVQUAL原量表、混合測量和直接測量3種問卷,資料分析的結果發現,原量表的信度和效度很高,是有效測量服務品質的工具,但是,期望分量表平均值偏高,信度和效度偏低,因素結構也不穩定,有待改進。本研究的結果發現將期望和知覺題目混合的測量方法並不能提高量表的信度和效度。同時直接測量差距其信度和效度高於原量表,是一種理想測量服務品質的替代方法一一不僅省時,同時,也可避免因期望量表所帶來的問題。 |
英文摘要 | This study examined the effect of measuring service quality by three SERVQUAL forms. Two hundred and ninety-six customers from a bank served as subjects. They were randomly given one of the three forms. Results indicated that both reliability and validity of the original form were satisfactorily high. But Expectation scale showed too-high mean score, low reliablity and validity. The results also indicated that pairing expectation item and perception item did not improve reliability and validity. In addition, direct measure of gap score improved reliability and validity. Itis not only time-saving, but also saves the problems created by Expectation scale. |
本系統中英文摘要資訊取自各篇刊載內容。