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金門地區記帳業客戶滿意度IPA分析 = A Study on Custo...

國立高雄大學高階經營管理碩士在職專班(EMBA)

金門地區記帳業客戶滿意度IPA分析 = A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis
作者:	蔡誠芳,
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:	2015[民104]
面頁冊數:	86面部份彩圖，表 : 30公分;
標題:	IPA分析
標題:	Importance-Performance Analysis
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/92770587952707969159
附註:	參考書目：面74-75
附註:	104年3月25日公開
摘要註:	金門地區自從解嚴之後，許多商業活動也漸漸興起。近年來台灣人對於服務品質的要求也愈來愈高，研究者基於多年來接觸記帳業者頻繁，對於金門記帳業者有著深厚的情感，也深深瞭解到記帳業與會計師之間的激烈競爭。為了能幫助記帳業者能快速找到自己的優勢服務，改善表現不好的服務，本研究將藉由IPA分析法的分析結果提供給金門地區記帳業者，幫助金門當地記帳業者作為改善服務的依據。本研究以IPA分析方法，探討金門地區顧客對於金門記帳業者服務品質的重要性與績效程度。希望藉由此分析結果，提供給金門的記帳業者做為未來服務品質的改善方向。研究結果顯示出，顧客對於金門記帳業者的內、外部環境普遍不滿意，本研究也給予改進方向之建議。也建議記帳業者能朝向異業合作的方向改善，提供給顧客更多元的服務。本研究認為未來能夠往全台灣的區域做為研究範圍，將更能瞭解顧客對於記帳業者所提供的服務品質。 Business activities in Kinmen have been booming after declaration of Martial Law ended. In recent years, Taiwanese require a better service quality in business activities. Based on the relationship between bookkeepers in Kinmen and the author of this research, the author has a knowledge background about the competition between bookkeepers and accountants. In order to assist bookkeepers finding their competitive advantage as well as improving their service quality, this research result will be provided to bookkeepers in Kinmen via Importance-Performance Analysis (IPA). In addition, the result will be a constructive foundation for the bookkeepers in Kinmen to improve their service quality.In this research, the author examines how customers in Kinmen think the correlation between the importance of bookkeepers’ service quality and their performance via Importance-Performance Analysis (IPA). The result of this research will be a guideline for bookkeepers in Kinmen to upgrade their service quality. The result also shows customers in Kinmen, in average, are not satisfied with enterprise external and internal environment. The author also made a suggestion about how to improve bookkeepers’ service quality. One suggestion is that bookkeepers in Kinmen may have strategic alliance in order to provide more diverse services. The author believed the scope of this research could expand to main island Taiwan in the near future. The research scope expansion will be an advantage for customers to understand the service quality provided by bookkeepers.

金門地區記帳業客戶滿意度IPA分析 = A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis
蔡, 誠芳

金門地區記帳業客戶滿意度IPA分析 = A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis / 蔡誠芳撰 - [高雄市] : 撰者, 2015[民104]. - 86面 ; 部份彩圖，表 ; 30公分.
參考書目：面74-75104年3月25日公開.
IPA分析Importance-Performance Analysis

金門地區記帳業客戶滿意度IPA分析 = A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis
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