頁籤選單縮合
題名 | 高雄市加油站服務品質之實證研究=An Empirical Study on Service Quality of Gas Station in Kaohsiung City |
---|---|
作 者 | 鄭文助; 陳榮方; | 書刊名 | 高雄科學技術學院學報 |
卷期 | 29 1999.12[民88.12] |
頁次 | 頁169-182 |
分類號 | 486.5 |
關鍵詞 | 加油站; 服務品質; 變異數分析; Service quality; ANOVA; Gas station; |
語文 | 中文(Chinese) |
中文摘要 | 本研究係以發展自PZB三位學者的多篇有關服務品質論文的整合架構,針對高雄市汽機車駕駛人對加油站服務品質之實證研究,以了解高雄市汽機車駕駛人對加油站服務品質的諸多看法及評量因素,並深入探討服務品質傳遞過程所造成的缺口,探討顧客對服務品質重視的程度。所用的統計方法包括ANOVA分析、T檢定。 研究結果發現,整體或公民營的服務品質總指標觀察,均未能符合顧客的期望,而顧客對加油站的服務品質抱持著很大的期望,且顯示顧客對民營加油站的期望遠高於公營加油站。 另外建議業者如何提升加油站的服務品質,改善其硬體設備、可信度、反應力、保證、關懷,提高汽機車駕駛人對加油站的信心,達到加油站的服務品質與顧客期望認知一致。 |
英文摘要 | This paper based on the integrated model of service quality which developed by Parasuraman, Zeithand and Berry and conducted empirical survey on service quality of gas station in Kaohsiung city. It intended to understand customer's opinion and what factors affect their evaluation, to investigate the gap that resulted from the process of transferring service quality, and to investigate the degree of service quality that customers consider important. The empirical results show that neither public utilities nor private utilities match customer's expectation. However, customers have high expectation on service quality of gas station and also have higher expectation on private stations than public stations. The paper proposed that gas station's proprietors should improve their facilities, reliability, response, promise, and concern to increase customer's confidence and corresond the service quality as customer's expectation. control of HPC. Such model can also be used to reduce the quantity of the cement amount and is useful in computer aided mixture design of HPC. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。