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題名 | 服務業內部顧客滿意之研究= |
---|---|
作者 | 何睦美; 蔡武德; |
期刊 | 高雄工商專校學報 |
出版日期 | 19951200 |
卷期 | 25 1995.12[民84.12] |
頁次 | 頁253-268 |
分類號 | 489.1 |
語文 | chi |
關鍵詞 | 服務業; 顧客滿意; Service sector; Customer satisfaction; Customer dissatisfaction; |
中文摘要 | 在產業結構中,服務業屬於第三級產業,佔全國生產毛額之比例逐年增加,於 1994 年約達 60 %,其地位益形重要。 因此,需要學術界研究可用原理原則供企業界運用 ,經查現代企業管理論中, 顧客滿意 (Customer Satisfaction) 是一種嶄新並有實效的管 理技巧。本文旨在利用此法設計問卷調查,探討服務業員工求職時期望條入,就職後,在職 中對公司的期望與實際滿意差距,和離職原因,作為公司改善對策之參考。 |
英文摘要 | Service sector is said to hold the third position in the making of national industry. Its value increases gradually and reaches approximately 60% of Taiwan's GNP in 1994. the importance of service sector is therefore very obvious. The management scientists can apply various methods to see the problems of service sector and find ways to solve them. One of these methods, the customer satisfaction method, was applied in the study. By using this customer satisfaction method, an investigation with questionnaire to the employees was made. Three stages of satisfaction were handled, namely: (1)expectation before coming to the organization (2)satisfaction during while in the organization (3)dissatisfaction when leaving the organization From the collected data, statistical analysis was made, and the conclusions were drawn. It is believed that the conclusions will be an important guidance for the management of service sector. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。