國立高雄大學圖資館 |

語系: 繁體中文

說明(常見問題)

圖資館首頁

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

以重要性-績效分析診斷消防專業檢修機構之服務品質 = Applying ...

國立高雄大學高階經營管理碩士在職專班(EMBA)

以重要性-績效分析診斷消防專業檢修機構之服務品質 = Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies
作者:	沈家國,
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:	[民99]2010
面頁冊數:	49面圖，表 : 30公分;
標題:	服務品質
標題:	Service Quality
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/10411931941167217923
摘要註:	台灣對於消防產業的重視程度，相較於先進國家而言較為忽視，並且在政府不重視消防產業的情況下，消防專業檢修機構均慘澹經營，從1997年共有90家廠商至2010年僅剩32家廠商，14年內倒閉58家廠商。政府規定全國之建築物每年的消防檢測最少須消防檢測一次，然而消防專業檢修機構在業務方面並無法觸及國外的市場，僅只能由內需市場供應。因此，只能以顧客回流為主要營運目標，所以只要有固定顧客群每年持續委託辦理此項業務，消防專業檢修機構將可穩定發展。由於服務品質與顧客滿意度為企業成功永續經營的關鍵策略與競爭優勢，故本研究以重要性-績效分析，從顧客的觀點來診斷個案消防檢修公司所提供之服務品質，並進一步探究服務品質、顧客滿意度及購後行為之關係，以提供建議做為消防檢修機構在經營管理與提昇服務品質上之參考。研究結果顯示在重要性-績效矩陣中，個案公司所提供的服務品質屬性中，有17個服務品質屬性需優先加以改善。服務品質中僅資訊服務品質正向影響顧客滿意度，而產品服務品質正向影響購後之行為意向；顧客滿意度正向顯著影響購後之行為意向。 Relative to developed countries, Taiwan's general public pays less attention to the fire inspection and prevention industry. In addition, the Taiwanese government places little focus on the industry, resulting in a less favorable business environment. In the year 1997, there were 90 fire inspection agencies. In the year 2010, only 32 of the 90 remain in business. In the last 14 years, 58 agencies have gone bankrupt. The Taiwanese government stipulates that every building nationwide must have fire inspection at least once annually. Currently, Taiwan's fire inspection agencies have difficulty expanding their businesses overseas. As a result, the industry relies solely on domestic demand. Therefore, retaining existing clients has been the main operational goal for a fire agency. As long as existing clients continue to procure fire inspection service every year, a fire inspection agency's continual growth could be realized. Because service quality and customer satisfaction are the key strategies and competitive advantages required for a company to achieve success and sustainability, this research focuses on the application of Importance-Performance analysis to diagnose service quality of a fire inspection agency, from a client's view point. Furthermore, this research examines the relationship among service quality, customer satisfaction and post service/purchase behavior, in order to provide suggestion and reference to fire inspection agencies on quality improvement and business management. The research result shows that in the Importance-Performance matrix, among the service quality attributes provided by a fire inspection agency, there are 17 service quality attributes which require immediate improvement. Amongst service quality, only information related service quality has positive impact on customer satisfaction. In regards to product related services, service quality positively influences post purchase behavior. Lastly, customer satisfaction has tremendous and explicit positive effect on post purchase behavior.

以重要性-績效分析診斷消防專業檢修機構之服務品質 = Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies
沈, 家國

以重要性-績效分析診斷消防專業檢修機構之服務品質 = Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies / 沈家國撰 - [高雄市] : 撰者, [民99]2010. - 49面 ; 圖，表 ; 30公分.
服務品質Service Quality

以重要性-績效分析診斷消防專業檢修機構之服務品質 = Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies
LDR:04539nam0a2200265 450 001 272889
005 20170214090934.0
009 272889
010 0 $b 精裝
010 0 $b 平裝
100 $a 20170214y2010 k y0chiy05 e
101 1 $a chi $d chi $d eng
102 $a tw
105 $a ak am 000yy
200 1 $a 以重要性-績效分析診斷消防專業檢修機構之服務品質 $d Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies $f 沈家國撰
210 $a [高雄市] $c 撰者 $d [民99]2010
215 0 $a 49面 $c 圖，表 $d 30公分
314 $a 指導教授：郭英峰博士
328 $a 碩士論文--國立高雄大學高階經營管理碩士在職專班(EMBA)
330 $a 台灣對於消防產業的重視程度，相較於先進國家而言較為忽視，並且在政府不重視消防產業的情況下，消防專業檢修機構均慘澹經營，從1997年共有90家廠商至2010年僅剩32家廠商，14年內倒閉58家廠商。政府規定全國之建築物每年的消防檢測最少須消防檢測一次，然而消防專業檢修機構在業務方面並無法觸及國外的市場，僅只能由內需市場供應。因此，只能以顧客回流為主要營運目標，所以只要有固定顧客群每年持續委託辦理此項業務，消防專業檢修機構將可穩定發展。由於服務品質與顧客滿意度為企業成功永續經營的關鍵策略與競爭優勢，故本研究以重要性-績效分析，從顧客的觀點來診斷個案消防檢修公司所提供之服務品質，並進一步探究服務品質、顧客滿意度及購後行為之關係，以提供建議做為消防檢修機構在經營管理與提昇服務品質上之參考。研究結果顯示在重要性-績效矩陣中，個案公司所提供的服務品質屬性中，有17個服務品質屬性需優先加以改善。服務品質中僅資訊服務品質正向影響顧客滿意度，而產品服務品質正向影響購後之行為意向；顧客滿意度正向顯著影響購後之行為意向。 Relative to developed countries, Taiwan's general public pays less attention to the fire inspection and prevention industry. In addition, the Taiwanese government places little focus on the industry, resulting in a less favorable business environment. In the year 1997, there were 90 fire inspection agencies. In the year 2010, only 32 of the 90 remain in business. In the last 14 years, 58 agencies have gone bankrupt. The Taiwanese government stipulates that every building nationwide must have fire inspection at least once annually. Currently, Taiwan's fire inspection agencies have difficulty expanding their businesses overseas. As a result, the industry relies solely on domestic demand. Therefore, retaining existing clients has been the main operational goal for a fire agency. As long as existing clients continue to procure fire inspection service every year, a fire inspection agency's continual growth could be realized. Because service quality and customer satisfaction are the key strategies and competitive advantages required for a company to achieve success and sustainability, this research focuses on the application of Importance-Performance analysis to diagnose service quality of a fire inspection agency, from a client's view point. Furthermore, this research examines the relationship among service quality, customer satisfaction and post service/purchase behavior, in order to provide suggestion and reference to fire inspection agencies on quality improvement and business management. The research result shows that in the Importance-Performance matrix, among the service quality attributes provided by a fire inspection agency, there are 17 service quality attributes which require immediate improvement. Amongst service quality, only information related service quality has positive impact on customer satisfaction. In regards to product related services, service quality positively influences post purchase behavior. Lastly, customer satisfaction has tremendous and explicit positive effect on post purchase behavior.
510 1 $a Applying Importance-Performance Analysis toDiagnose Service Quality of Fire Inspection Agencies
610 0 $a 服務品質 $a 顧客滿意度 $a 購後行為意向 $a 消防專業檢修機構
610 1 $a Service Quality $a Customer Satisfaction $a Post Service
681 $a 008M/0019 $b 349908 3436 $v 2007年版
700 1 $a 沈 $b 家國 $4 撰 $3 483047
712 0 2 $a 國立高雄大學 $b 高階經營管理碩士在職專班(EMBA) $3 166055
801 0 $a tw $b 國立高雄大學 $c 20101103 $g CCR
856 7 $z 電子資源 $2 http $u http://handle.ncl.edu.tw/11296/ndltd/10411931941167217923