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題 名 | 高雄地區百貨公司服務品質之研究=A Study of Service Quality on Department Store in Kaohsiung Area |
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作 者 | 林哲宏; | 書刊名 | 正修學報 |
卷 期 | 9 1996.07[民85.07] |
頁 次 | 頁87-100 |
分類號 | 496.7 |
關鍵詞 | 服務品質; PZB模式; 百貨公司; Service quality; PZB model; Department store; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究是以PZB模式探討高雄地區百貨公司服務品質因素,藉由問卷調查與人員訪 談的方式對兩家百貨公司進行實證研究,分別找出這兩家公司缺口-與缺口五所包含之服務 品質因素,並比較這兩家公司所重視與不足的服務品質因素。研究的結果發現高雄地區的消 費者較重視的服務品質因素為商品因素、設施因素與人員因素。而售後服務的保證、標價的 真實性、安全設施、服務人員的積極程度與顧客抱怨的處理等因素是目前消費者較不滿意之 處。 |
英文摘要 | This paper analyzes the service quality factors of department stores in Kaohsiung area through PZB model. By means of questionnaire survey and personnel interview, empirical study is conducted in two department stores. The empirical research results find out the service quality factors in gap 1 and gap 5 in PZB model and compare both emphatic and insufficient factors of these two companies. The research results show that the main service quality factors emphasized by consumers in Kaohsiung area are product factor, facility factor and personnel factor. The less satisfactory factors of service quality are the product guarantee after sale, the veracity of price, the secure facility, the attitude of staff, and complain from customers. |
本系統中英文摘要資訊取自各篇刊載內容。