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以IPA模式探討切削刀具銷售商之顧客服務品質 = Applying Im...

吳惟寧

以IPA模式探討切削刀具銷售商之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cutting Tools Seller：The Case of C Corporation : 以C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 Cutting Tools Seller：The Case of C Corporation
副題名:	以C公司為例
作者:	吳惟寧,
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:	8, 67面圖，表格 : 30公分;
標題:	重要性-績效分析(IPA)
標題:	Importance-Performance Analysis (IPA)
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/17215557667368685026
附註:	參考書目：面57-63
附註:	附錄：問卷調查內容
摘要註:	隨著時代進步，生產技術不斷提升及網絡的普及化，消費者想獲得最新產品訊息及價格資訊簡直是易如反掌，因此企業與同行間的競爭也加大許多，同時企業本身在經營的難度跟門檻也相對提高。在現今的商業社會中，主導權掌握在消費者手中，切削刀具銷售商唯有靠著提升服務內容及好的服務態度來達到滿足消費者的需求，可說是目前對留住消費者的心最能立即見效的方法。本研究採用Parasuraman, Zeithaml and Berry (1988)所提出編製的「SERVQUAL」量表做為主要研究工具，以衡量個案公司之顧客對該公司所提供的各項服務的事先期望與實際滿意度，並根據重要性-績效分析法(Importance-Performance Analysis; IPA)之結果，作為提供切削刀具銷售業者日後制定行銷策略之參考。本研究共發出381份問卷，回收196份，扣除無效問卷33份，有效問卷共計163份。根據研究結果顯示，受訪者會因年齡層不同、職稱屬性不同、交易往來時間長短差異等變數，導致對服務品質重視的層面及評價有所不同。此外，透過IPA分析結果得知，個案公司在「關懷性」層面的服務項目，顧客感受評價最差，「能站在客戶的立場思慮，以滿足客戶需求」及「將客戶的利益當作優先考量」為最急需改善的部分。 As time progresses, the production technology is constantly upgraded. Owing to the popularization of network, it is easy for consumers to get the latest product information and price information. Therefore, the competition among the enterprises also increases a lot. At the same time, for enterprises themselves, the difficulty and threshold in business operation also relatively increase. In the business society today, the initiative lies in the hands of consumers, cutting tool vendors can only rely on improving services and offering good service attitudes to meet consumer demand. It can be said that this is the most immediate method to retain the heart of consumers.This study employs Parasuraman, Zeithaml and Berry’s (1988) “SERVQUAL” scale as the primary research tool to measure the customer’s prior expectations and the actual satisfaction about the case company’s services. According to the Importance-performance Analysis (IPA), the results were made as reference to develop cutting tool vendors’ marketing strategies in the future. A total of 381 questionnaires were distributed, 196 were returned. After deducting 33 invalid questionnaires, there are a total of 163 valid questionnaires.Based on the findings, respondents’ age, title, and length of transactional relatiobship are highly related to their evaluation of service quality. In addition, the IPA analysis results indicate that the case company gets the worst evaluation in the “Empathy” items. This means that “being able to think for customers and meeting customer needs” and “treating interests of its clients as a priority consideration” are the most urgent part for improvement at the moment.

以IPA模式探討切削刀具銷售商之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cutting Tools Seller：The Case of C Corporation : 以C公司為例
吳, 惟寧

以IPA模式探討切削刀具銷售商之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cutting Tools Seller：The Case of C Corporation : 以C公司為例 / 吳惟寧撰 - [高雄市] : 撰者, 2012[民101]. - 8, 67面 ; 圖，表格 ; 30公分.
參考書目：面57-63附錄：問卷調查內容.
重要性-績效分析(IPA)Importance-Performance Analysis (IPA)

以IPA模式探討切削刀具銷售商之顧客服務品質 = Applying Importance-Performance Analysis to Diagnose Service Quality of Cutting Tools Seller：The Case of C Corporation : 以C公司為例
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