頁籤選單縮合
題 名 | 臺灣地區花卉批發市場服務品質構成因素及其衡量之研究: 從承銷人的觀點=A Study on the Service Quality Components and Measurement for Flower Wholesale Markets in Taiwan: Viewpoints of Buyers |
---|---|
作 者 | 周世玉; 戢桂如; | 書刊名 | 臺灣土地金融季刊 |
卷 期 | 35:2=136 1998.06[民87.06] |
頁 次 | 頁175-196 |
分類號 | 431.25 |
關鍵詞 | 批發市場; 服務品質; 因素分析; Wholesale market; Service quality; Factor analysis; |
語 文 | 中文(Chinese) |
中文摘要 | 品質觀念是花卉批發市場經營成功的重要因素。在激烈的競爭環境中,提供高品 質的服務是服務業經營成功的關鍵因素之一。本研究以SERVPERF(源於PZB之SERVQUAL)服 務品質衡量模式為基礎,探討南北花卉批發市場服務品質衡量構面(指標)。文中亦討論兩 地花卉批發市場服務品質衡量構面與服務品質整體評價之關係,以供花卉批發市場經營主管 擬訂相關服務品質政策之參考。因素分析的結果顯示臺北花卉批發市場服務品質共有7個構 面(衡量指標),即勝任力、反應力、瞭解顧客、可見性、禮貌性、可靠性、及接近性;而 中南部花卉批發市場服務品質則有5個構面,即可見性、可靠性、同理心、保證性、與信賴 性。南北兩處之服務品質構面僅有可見性與可靠性兩者相同。兩地服務品質衡量指標結構的 差異,應是承銷人對服務品質所要求的重點不同所致。故批發市場經營主管宜明辨承銷人對 服務品質要求的重點,以將資源與努力置於最有利的方向。迴歸分析結果指出臺北花卉批發 市場服務品質構面中的勝任力、反應力、瞭解顧客、禮貌性、與可靠性對整體服務品質評價 的預測有顯著貢獻;而中南部花卉批發市場服務品質構面中的可靠性、同理心、保證性、與 信賴性對整體服務品質評價的預測有顯著貢獻。 |
英文摘要 | The quality concept is one of the important factors that lead to successful management for flower wholesale markets in Taiwan. Especially in such a highly competitive environment, providing super service quality is one of the key factors for firms to survive in the service sector. In this paper, the SERPERF (originated from SERVQUAL) service quality measurement model is used as a basis to explore the service quality dimensions for flower wholesale markets in northern and southern Taiwan respectively. The relationship between service quality dimensions and the overall service quality of a flower wholesale market is also considered. The research findings could be provided to the management authority of flower wholesale markets for reference to establish proper service quality policy. The results of factor analysis indicates that seven service quality dimensions occur at the Taipei Flower Wholesale market, i.e. competence, responsibility, understanding customers, tangibility, courtesy, reliability, and accessibility, while 5 service quality dimensions occur at the midsouthern wholesale market, i.e. tangibility, reliability, empathy, assurance, and dependence. The difference of the service quality dimensions between two areas is perhaps because customers in these areas have different requirements on quality. Therefore, managers of these two areas need to identify customers requirements on quality correctly to best use their resources. Regression analysis results show that competence, responsibility, understanding customers, courtesy, and reliability are significantly correlated with the overall service quality evaluation at the Taipei Wholesale market, while reliability, empathy, assurance, and dependence are significantly correlated with service quality in the midsouthern wholesale market. |
本系統中英文摘要資訊取自各篇刊載內容。