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服務品質、管理委員會運作與住戶滿意度關係之研究 = A study of...

國立高雄大學高階經營管理碩士在職專班(EMBA)

服務品質、管理委員會運作與住戶滿意度關係之研究 = A study of Relationships among Service quality, Management committee , and Inhabitant Satisfaction：The Case of CS－Security Company : 以CS保全公司為例

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A study of Relationships among Service quality, Management committee , and Inhabitant Satisfaction：The Case of CS－Security Company
副題名:	以CS保全公司為例
作者:	高秉毅,
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:	2012[民101]
面頁冊數:	97面圖，表 : 30公分;
標題:	管理委員會運作
標題:	Management Committee
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/22728751353744117872
附註:	參考書目：面75-78
其他題名:	服務品質管理委員會運作與住戶滿意度關係之研究
其他題名:	以CS保全公司為例
摘要註:	公寓大廈在建築規劃上，因位處區域、規劃總戶數與核准使用目的的不同，而使管理委員會的運作上有著各別的差異。其次，不同屬性的公寓大廈在區分所有權人會議訂定各該公寓大廈管理規約，均會考量住宅屬性的不同與需要，訂定對管理委員會召開會議頻率、委員會決議規定，以及所採行的管理模式。實務上管理服務人會依照各該公寓大廈的區位及屬性規劃不同等級的服務內容，提供各該公寓大廈管理委員會決策。管理服務人在服務過程中所展現的服務品質程度是否滿足該公寓大廈管理維護上的實際需求，將影響住戶對於管理服務人所提供之服務的滿意程度。本研究以「大樓及委員會背景與委員個人背景」探討「委員會運作」情況；同時探討「管理服務人服務品質」對「住戶滿意度」的影響。使用究問卷區分為「公寓大廈管理委員會運作問卷」，於CS保全公司契約服務公寓大廈管理委員會會議中發放150份，並現場回收125份，有效回收率83％；「住戶滿意度問卷」發放至各棟公寓大廈住戶300份、回收280份，有效回收率93％。透過差異分析及迴歸分析結果顯示：ㄧ、大樓及委員會背景「管理模式、總戶數、委員會人數、決策型態」構面在委員會運作「職權運作」構面具有顯著差異。二、管理服務人服務品質差異分析，顯示「教育程度」在管理服務人服務品質「關懷性、可靠性、有形性」構面有顯著差異。三、住戶滿意度差異分析顯示「教育程度」在「設施設備檢查服務、機電保修及門禁安全管理、活動安排與服務」構面有顯著差異。四、人口特徵「平均月收入」進入管理服務人服務品質對住戶滿意度迴歸分析，顯示具有正向顯著影響；管理服務人服務品質（關懷性、有形性）構面對住戶滿意度（ㄧ般行政事務管理服務）具有正向顯著影響；（關懷性、可靠性）構面對住戶滿意度（清潔及環境衛生維持）具有正向顯著影響；（關懷性、有形性）對住戶滿意度（設施設備檢查服務）具有正向顯著影響；（關懷性）對住戶滿意度（機電保修及門禁安全管理）具有顯著影響。戶數較多的公寓大廈所組成的委員會在執行委員會各項職權上有較佳的執行效果，由較多委員名額所組成的管理委員會在職權運作上優於委員人數較少的管理委員會，並且全體委員決議的決策型態能使委員會運作較佳；住戶對於管理服務人服務品質滿意度部分則顯示較注重在關懷性、可靠性及有形性；管理委員會辦理職務交接初期，管理服務人應協助管理委員會在委員會會議運作上盡快步入常軌，管理服務人可在各該提案討論提供管理委員會可供解決之建議方案，避免委員會在運作上產生落差。 There are differences on the execution of management committee of apartment house. Depend on construction plan, allocation, total account and the authorized purpose. In additional, the frequency of execution meeting of management committee to be defined along with resolution mode and working model according to the individual management guideline and dwelling style. In practice, individual service to be identified based on house allocation and dwelling style by management committee. The demonstrated “service quality” of security guard reflect the “inhabitant satisfaction” of apartment house. This study intends to find out the “execution of management committee” through “the background of management committee and commissioners”. In addition, study the correlation between “service quality of security guard” and “inhabitant satisfaction”. The questionnaires categorized with “Execution of Management Committee” for CS-company serviced apartment house, there are 150 surveys initiated and obtained 83% feedback. Besides, total 300 surveys for “Inhabitant Satisfaction” and 93% feedback with 280 retrieved. The results presented based on Variance Analysis and Regression Analysis:I. There is significant different on the domain of “execute authorization” reflects with “working model”, “account”, “commissioner” and “resolution mode”.II. There is significant different on the “consideration, dependability and observable” of security guard reflect with guard’s “education”. III. There is significant different on the “facilities maintenance, electronics repair, security management and relevant activities arrangement” reflect with guard’s “education”. IV. There is positive significant demonstrated on “service quality” and “inhabitant satisfaction” through the Regression Analysis as “average salary” added. There is positive significant on the domain of “consideration and observable” out of “service quality” reflect with “inhabitant satisfaction” of general businesses. Positive significant on the domain of “consideration and dependability” reflect with “inhabitant satisfaction” of environment and hygiene maintenance. Positive significant on the domain of “consideration and observable” reflect with “inhabitant satisfaction” of facilities maintenance. Significant on domain of “consideration” reflect on ”inhabitant satisfaction” of electronics repair and security management. Management committee organized by larger inhabitants presented effective execution. Larger commissioners presented better effectiveness compare with limited manpower. Besides, resolution mode made by committee presented better effectiveness. Inhabitants paid main attention on the domain of “consideration, dependability and observable” of service quality. At the beginning of handing-over of committee, guard must to get the execution of committee back to the track quickly. To prevent misunderstanding, guard allows to offer his proposal to management committee.

服務品質、管理委員會運作與住戶滿意度關係之研究 = A study of Relationships among Service quality, Management committee , and Inhabitant Satisfaction：The Case of CS－Security Company : 以CS保全公司為例
高, 秉毅

服務品質、管理委員會運作與住戶滿意度關係之研究 = A study of Relationships among Service quality, Management committee , and Inhabitant Satisfaction：The Case of CS－Security Company : 以CS保全公司為例 / 高秉毅撰 - [高雄市] : 撰者, 2012[民101]. - 97面 ; 圖，表 ; 30公分.
參考書目：面75-78.
管理委員會運作Management Committee

服務品質、管理委員會運作與住戶滿意度關係之研究 = A study of Relationships among Service quality, Management committee , and Inhabitant Satisfaction：The Case of CS－Security Company : 以CS保全公司為例
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