頁籤選單縮合
題 名 | 服務品質量表構建程序之研究=Development of Procedure for Service Quality Scale |
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作 者 | 唐麗英; 周繼文; | 書刊名 | 交大管理學報 |
卷 期 | 17:3 1997.12[民86.12] |
頁 次 | 頁51-76 |
分類號 | 496.7 |
關鍵詞 | 服務品質量表; SERVQUAL量表; 模糊理論; Service quality scale; SERVQUAL; Fuzzy theory; |
語 文 | 中文(Chinese) |
中文摘要 | Parasuraman,Zeithaml 與 Berry 於 1988 年構建了第一個衡量服務品質的量表 - 「 SERVQUAL 」,以提供各類服務業作為衡量服務品質的工具。然而,一些學者以不同的 服務業進行實證的結果,卻認為「 SERVQUAL 」量表僅適用於某些特定的服務業。因此本研 究乃提出一套完整的服務品質量表之構建程序,並將模糊理論應用到問卷設計上,以作為各 類服務業構建其服務品質量表之依據。本研究最後以構建「醫院服務品質量表」為實例,說 明本研究所提出方法之可行性與有效性。 |
英文摘要 | Parasuraman, Zeithaml and Berry constructed the first service quality scale - "SERVQUAL" to provide measurement of service quality for all of the service industry. Nevertheness, after the demonstration of some different kinds of service industry, the research scholars came to an inconsistent conclusion. For the reason of inconsistancy, we should construct a specific service quality scale based on a certain business instead of using single "SERVQUAL" scale to measure all kinds of different service industry. According to the advice of bibliography, the research not only refers to the provedure of constructing "SERVQUAL" scale developed by PZB, but also is bested by "Fuzzy Theory", which has the advantages of compensation the lack of precision and reality in traditional sociological research. The research propounds integral development and procedure of service quality scale for all kinds of service industry to construct their service quality scales. The research demonstration is "Hospital Service Quality". Based on the proposed procedure of service quality scale, we construct a hospital service quality scale, which proves the feasibility and availiability of the method proposed by this study. |
本系統中英文摘要資訊取自各篇刊載內容。