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以IPA模式分析管理顧問公司之服務品質 = Applying Impor...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

以IPA模式分析管理顧問公司之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Management Consultant Company - The Case of J Corporation : 以J公司為例

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to Diagnose Service Quality of Management Consultant Company - The Case of J Corporation
副題名:	以J公司為例
作者:	陳建蒲,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2011[民100]
面頁冊數:	77面圖，表 : 30公分;
標題:	專案管理
標題:	Project Management
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/12808316167222463601
附註:	參考書目：面63-64
摘要註:	本研究的主要研究方向，是從J管理顧問公司合作的顧客中，隨機挑選其中的專案管理小組來進行資料調查分析，並從顧客滿意度與感知重要性程度來了解J管理顧問公司的服務品質，藉此希望研究結果能提供個案公司或有意加入管理顧問業者改進服務品質的參考依據。企業間的競爭已經從以前的追求成本降低、品質提升、加快速度轉變到如今更進一步的追求全方位顧客滿意，但要如何提升顧客滿意，許多學者和業者紛紛提出了不同的看法，其中服務品質是相當重要的一個因素。而在如何衡量服務品質方面，Parasuraman, Zeithaml and Berry 於1988年提供了一個相當好的衡量模式，即從服務的五大構面展開，包括有形性、可靠性、反應性、保證性及關懷性，稱作SERVQUAL量表。本研究此量表為基礎，透過重要性－績效分析模型 (Importance-Performance Analysis; IPA)進行資料分析，以便了解管理顧問業的服務品質。此外，為了能更深入了解不同特性受測者的看法是否有所差異，本研究亦針對性別、年齡、教育程度、職位、公司所在地、產業別、資本額等特性將樣本進行分群分析，以便能獲得更多的研究結果。研究結果發現，對J管理顧問公司而言，顧客對其服務品質具有相當高度的滿意程度，若從IPA的結果來看，五個服務品質夠面均有項目落在「優先改善區」，是值得公司管理階層注意的。本研究希望研究結果能夠對J管理顧問具有策略及未來發展上的意義。 The purpose of this study is to diagnose the service quality of J management consultant company from the perspective of perceived importance and satisfaction. The results may have implications about service quality improvement for J company or people who are interested in entering the management consultancy industry. Nowadays, the competition among enterprises has changed from focusing on cost reduction, quality improvement, and speed to pursuing total customer satisfaction. Several viewpoints have been proposed by researchers and practitioners to address how to improve customer satisfaction. Enhancing service quality is usually regarded as one of the most efficient ways to achieve this goal. In year 1988, Parasuraman, Zeithaml, and Berry proposed SERVQUAL scale for measuring service quality, which has five dimensions, namly reliability, assurance, tangibles, empathy, and responsiveness.This study employs SERVQUAL and Importance-Performance Analysis (IPA) to explicate the service quality of management consultant industry. Furthermore, in order to better understand the viewpoints of the customers with different characteristics, this study grouped them into several types, including gender, age, educational level, company location, industry type, and company capital. Results found that customers were satisfied with the service quality of J company. However, based on the results of IPA, it is worthy to note that the items in the “concentrate here” are from all five dimensions of service quality. The results of this study can be employed as reference for strategy making and future development for J company.

以IPA模式分析管理顧問公司之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Management Consultant Company - The Case of J Corporation : 以J公司為例
陳, 建蒲

以IPA模式分析管理顧問公司之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Management Consultant Company - The Case of J Corporation : 以J公司為例 / 陳建蒲撰 - [高雄市] : 撰者, 2011[民100]. - 77面 ; 圖，表 ; 30公分.
參考書目：面63-64.
專案管理Project Management

以IPA模式分析管理顧問公司之服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Management Consultant Company - The Case of J Corporation : 以J公司為例
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