臺灣博碩士論文加值系統

隨著全球經濟在不景氣的環境籠罩下，各行服務業愈來愈競爭，而美髮業競爭更是強烈，能夠成功的關鍵因素除了專業技術外，還有滿足消費者的需求。要如何提升消費者滿意度的需求? 最重要的是『優良的服務品質』，因為服務品質好，顧客的滿意度就高，顧客就願意再回流並且介紹新的顧客上門。因此，本研究以 Parasuraman、Zeithaml and Berry(1985)所提出的服務品質衡量模式(SERVQUAL量表)，以有形性、可靠性、反應性、保證性、同理心五大構面的來探討服務品質的關鍵因素，再運用Murry and Hammons(1995)的修正式德菲法，經由相關文獻整理出各項現有指標後，採取匿名式專家集體決策技術，並應用網路層級分析法(Analytic Network Process, ANP)之多準則決策模式建構進行關鍵因素評估模式。研究結果發現，等候時間為影響服務品質滿意度的關鍵因素，最後，本文分析結果，可提供男子美髮業的服務品質關鍵因素之樣本結果作參考。

With the global economic environment in the economy is not clouded, not all exercise more and more services without competition, hairdressing industry is essentially a service industry, the key to business success is to provide customers with good service quality and quality of service, in order to meet consumer demand for service satisfaction, the most important is the quality of service, because the service quality satisfaction with care are complementary. It has thus been decided to apply the SERVQUAL Framework and Rater (developed by Parasuraman, Zeithmal and Berry in around1985) in analyzing the customer service level in terms of five major rating aspects of this model,including Tangibles, Reliability, Responsiveness, Assurance and Empathy. So this paper, Rand Corpration (1950) model of the modified Delphi method, in sorting out the existing indicators through the relevant literature, the collective decision taken by an anonymous style expert technical and applying network-level analysis (Analytic Network Process, ANP) many criteria decision making model construction be a key factor in evaluation mode. Study found that the waiting time for the impact of service quality satisfaction a key factor. Finally, this paper analyzes the results, can provide service quality a key factor in men's hairdressing industry as a reference.

摘要 i
ABSTRACT ii
目 錄 iii
表 目 錄 v
圖 目 錄 vi
第一章 緒 論 1
1.1 研究背景與動機 1
1.2 研究問題與目的 1
1.3 研究範圍與對象 2
1.4 研究流程與架構 2
1.5 論文結構 4
第二章 文獻探討 7
2.1 服務品質 7
2.1.1 服務品質的衡量架構 9
2.2 顧客滿意度(Customer Satisfaction) 12
2.3 德菲法與修正式德菲法 13
2.4 層級程序分析法(Analytic Hierarchy Process) 15
2.5 分析網路程序法(Analytic Network Process) 18
2.6 層級分析法與分析網路程序法之比較 24
2.7 小結 26
第三章 研究方法 27
3.1 ANP模式之步驟程序 27
3.2 男子美髮業服務品質關鍵因素之研究準則 30
3.3 ANP模型之建構 37
第四章 資料分析 42
4.1 ANP問卷設計與發放 44
4.2 ANP演算分析 44
第五章 結論與建議 50
5.1結論 50
5.2研究限制 52
5.3對產業應用之建議 52
參考文獻 53
附錄(A)：男子美髮業服務品質關鍵因素之研究影響指標問卷 61
附錄(B)：男子美髮業服務品質關鍵因素研究之ANP問卷 63

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二、中文部分
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