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以重要性績效分析探討中國美容業之服務品質-以A公司為例 = Import...

國立高雄大學高階經營管理碩士在職專班(EMBA)

以重要性績效分析探討中國美容業之服務品質-以A公司為例 = Importance-Performance Analysis of Service Quality in China Skin Care Industry - A Case of A Company

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Importance-Performance Analysis of Service Quality in China Skin Care Industry - A Case of A Company
作者:	楊蓓玲,
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:	74面部份彩圖，表 : 30公分;
標題:	中國美容業
標題:	Chinese Beauty Industry
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/09464570118602303122
附註:	參考書目：面59-61
附註:	104年3月25日公開
摘要註:	中國自改革開放後，美容產業迄今已躍升繼房地產、汽車、電子通信、旅遊之後的中國居民「第五大消費熱點」，且隨著資訊產業之發達，消費者對美容產品之需求與日俱增，但美容界之整體素質卻仍匱乏，也讓讓美容業面臨人才培育的斷層與服務的不連貫，造成發展的隱憂。故如何提升服務品質、滿足顧客需求，乃是美容業者即須面對的課題。美容業者除了強調產品特色、價格競爭及硬體設施等外，更重要的是必須提升顧客滿意才能拉高服務層次，滿足顧客需求，並有機會於競爭激烈的美容市場中脫穎而出。因此，本研究所稱之中國美容業界，係以中國美容業界之廠家為對象，並透過重要性－績效分析法(Importance-Performance Analysis, IPA)探討中國美容業界廠家對於美容院之服務人員，即店長、顧問、美容師之服務品質，並以A公司為例，透過問卷調查法，針對中國美容業界之美容院店長、顧問、美容師來進行問卷調查，以蒐集企業所提供之顧客服務品質優劣情形。本研究共計回收175份問卷，並據此進行統計分析，將顧客服務品質項目分成四個象限，藉此了解A公司在服務品質的各種重要與表現程度的情形。本研究結果顯示急需改善的就是服務人員的守諾及禮貌，也印證了中國美容業界整體素質的不規範，故希望透過本分析結果，能夠給予A公司在經營策略上的改善建議，藉以提升顧客滿意度，創造經營績效。 Since China adopted the reform and open policy, beauty industry in China has risen to the Chinese residents' fifth-largest consumer hot spots just after the real estate, automotive, electronic communications and tourism. Along with the information industry developed and the consumer demand increased for beauty products, Cosmetic & Beauty Industry not only faces to be short of the overall quality, but also the lack of personnel training and service faults, causing potential problems in development. Hence, how to improve service quality and meet customer needs is the topic that beauty industry shall face. In addition to highlighting the beauty industry's product features, price competition and hardware facilities endures, the more important thing is to increase service level by improving customers’ satisfaction, to meet customer needs, and to get the opportunity to stick out of the competitive market.Therefore, this study applies the Importance-Performance Analysis (IPA) to investigate the customer service quality of the China skin care industry. This study takes A company as an example to evaluate the service quality and collects data through questionnaire from manager, consultant and beautician of skin care industry. 175 valid questionnaires were returned and used for data analysis. In order to understand the performance of the customer services of A company, this study divides the quality of customer services into four quadrants. The results show the urgent improvement is the servicer’s pledges and polite, also find that the quality of Chinese beauty industry is not consistent. These results of this study offer A company some suggestions for business strategy improvement, in order to improve customer satisfaction and increase business performance.

以重要性績效分析探討中國美容業之服務品質-以A公司為例 = Importance-Performance Analysis of Service Quality in China Skin Care Industry - A Case of A Company
楊, 蓓玲

以重要性績效分析探討中國美容業之服務品質-以A公司為例 = Importance-Performance Analysis of Service Quality in China Skin Care Industry - A Case of A Company / 楊蓓玲撰 - [高雄市] : 撰者, 2015[民104]. - 74面 ; 部份彩圖，表 ; 30公分.
參考書目：面59-61104年3月25日公開.
中國美容業Chinese Beauty Industry

以重要性績效分析探討中國美容業之服務品質-以A公司為例 = Importance-Performance Analysis of Service Quality in China Skin Care Industry - A Case of A Company
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