服務業之發展日益重要，我國服務業範圍非常廣泛，其中除私營企業外，有很大一部份是由國營事業或國營組織提供之公共服務。國營事業的台灣電力公司長久以來由於背負著國家經營之包袱，在法規束縛及政策性任務下，經營上時有綁手綁腳之感，致企業形象及服務品質不彰，屢為各界所批評。本研究以台灣電力公司營業處第一線服務人員為研究對象，根據Schneider , White &; Paul ( 1998 ) 以及 Donavan , Brown , &; Mowen ( 2004)的理論，分別就組織層面與員工特質層面，探究影響服務品質的因素，建立觀念性架構，並進行實證分析，以了解影響台電服務品質之關鍵因素。本研究透過問卷調查收集資料，以台電全省 24 個區營業處及 279個服務所第一線櫃檯人員為抽樣對象，採用配額抽樣，共計發放 303 份問卷，有效回收 261 份。資料分析則以線性結構模式方法為主，並利用 LISREL 統計軟體進行實證分析。研究結果如下：
一、與組織有關的因素─服務氣候與支持性管理，會透過員工的工作滿足正向影饗服務品質。
二、與員工特質有關的因素─員工顧客導向，會透過員工的工作努力及工作滿足正向影響月艮務品質。
三、整體評估發現，顧客導向對服務品質之影響最大，其次為與組織有關之支持性管理與服務氣候。
根據以上發現，台電應以強化員工之顧客導向觀念為提升服務品質之首要任務。招募員工時，需特別考量員工是否具備顧客導向特質，並可透過在職訓練方式加強員工之服務理念。最後，本研究也建議，台電管理階層應多給予員工支持，營造有利於顧客服務的組織氣候，可進一步提升台電普業處的服務品質。

The development of the service industries has become increasingly important. In addition to private sector, public sector is a major force in Taiwan to provide public services. The public sector composes of the stat-owned enterprises or state-owned organizations. Taiwan Power Company (Taipower), the cause has long been dominated by the government and burdened with policy-related tasks. Under the rules and regulations, the operation of Taipower are crippling of the running, make bad corporate image and poor quality of service and caused repeated criticism from public opinion. In this study, the frontline service staffs of Taipower were chosen for research object. According to White & Paul (1998), and Donavan. Brown & Mowen’s (2004) researches , this article combines organizational and individual factors to explore their impacts on service quality. A sample of 261 frontline employees is used and the proposed model is tested using SEM (Structural Equation Modeling) performed by LISREL. The results are summarized as follows:
1. Organizational factors--service climate and supportive management, exert positive effects on service quality through job satisfaction.
2. Individual factor--customer orientation, affects positively on service quality via work effort and job satisfaction.
3. An overall assessment indicates that customer orientation is found to have played the most important role in affecting service quality followed by the supportive management and service climate.
Based on the above finding, the recruitment of Taipower should consider the staff characteristics of customer orientation. And improving supportive management will create a favorable service climate which will further enhance Taipower `s service quality.