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研究生:張文旗
研究生(外文):Wen-chyi Chang
論文名稱:電業服務品質與顧客滿意度之探討-以台電公司南部地區特高壓用戶為例
論文名稱(外文):The Study of Service Quality and Customer Satisfaction for Power Industry- A case on the high voltage customer of Taiwan Power Company
指導教授:郭倉義郭倉義引用關係
指導教授(外文):Tsuang Kuo
學位類別:碩士
校院名稱:國立中山大學
系所名稱:企業管理學系研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:82
中文關鍵詞:顧客滿意服務品質
外文關鍵詞:Service QualityCustomer Satisfaction
相關次數:
  • 被引用被引用:13
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本研究依修正後的SERVQUAL量表,並參考電業服務特性,建立電業服務品質構面及服務特性,並依此進行問卷內容設計,針對雲林、嘉義、台南、高雄、屏東等特高壓用戶,在各服務品質的重視度及滿意度進行調查研究,並試圖探討特高壓用戶對台電公司各服務屬性之滿意度及重視度,進而瞭解不同用戶群對台電公司服務品質之滿意度與重視度是否不同,並建立服務策略矩陣,提升用戶對整體服務績效評價
Using SERVQUAL approach ,the research finds:
1.There is significant difference in satisfaction among them. The attribute of service person have higher customer satisifaction ,but the attribute of power quality and power reliability have the poor performance.
2.There are difference customer-satisfaction among different industries. Generally, tradition industries have higher customer satisfaction.
3.Person skill are the advantage of Taipower.Taipower must improve the power quality and power reliability immediately.
目 錄
頁數
致謝詞 i
中文摘要 ii
英文摘要 iii
目錄 iv
表次 vi
圖次 viii

第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 3
第四節 研究流程 4
第五節 論文架構 5
第二章 文獻探討 7
第一節 服務品質 7
第二節 顧客滿意 20
第三節 台灣電力產業現況 22
第四節 電業服務產生 30
第五節 電業服務傳遞 33
第六節 電業產品品質 34

第三章 研究設計 37
第一節 研究架構 37
第二節 研究方法 39
第三節 資料蒐集方法 41
第四節 資料分析方法 41
第四章 資料分析與討論 43
第一節 問卷回收 43
第二節 樣本分析 43
第三節 電業服務品質之因素分析 46
第四節 服務品質重視度與滿意度差異分析 51
第五節 相關性分析 53
第六節 滿意度分析 54
第七節 重視度分析 60
第八節 台電公司服務策略矩陣 65

第五章 結論與建議 72
第一節 研究發現 72
第二節 策略涵意 73
第三節 研究貢獻 74
第四節 研究限制 74
第五節 後續研究建議 75

參考文獻 76
附錄一:電業服務品質與顧客滿意度探討問卷 80
參考文獻
中文部分:
(1)台灣電力公司(2002),2002年統計年報。
(2)郭芳楠,2001年,電業服務品質與顧客滿意度探討-以台電公司中北部地區工業大用戶為例,國立政治大學企業管理研究所碩士論文。
(3)何雍慶、蘇雲華,1995年,服務行銷領域顧客滿意模式及服務品質模式之比較研究,輔仁管理評論,第二卷第二期,頁37-64。
(4)周泰華、黃俊英、郭德賓,1999年,服務品質與顧客滿意評量模式之比較研究,輔仁管理評論,第六卷第一期,頁37~68。
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(7)蘇雲華,1996年,服務品質衡量方法之比較研究,國立中山大學企業管理研究所博士論文。


英文部分:
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