(3.238.96.184) 您好!臺灣時間:2021/05/08 04:39
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

: 
twitterline
研究生:吳家瑋
研究生(外文):JIA-wei Wu
論文名稱:公寓大廈服務品質與住戶滿意度之研究-以某物業管理公司為例
論文名稱(外文):Investigating Service Quality and Resident Satisfaction of Apartments- Case Study of a Property Management Company
指導教授:陳維東陳維東引用關係
指導教授(外文):Wei-tong Chen
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:營建與物業管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:106
中文關鍵詞:服務品質顧客滿意物業管理公寓大廈
外文關鍵詞:service qualityProperty managementapartmentcustomer satisfaction
相關次數:
  • 被引用被引用:21
  • 點閱點閱:1519
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:282
  • 收藏至我的研究室書目清單書目收藏:5
我國物業管理業正處起步階段,法令及市場運轉機制並不健全。該產業目前仍是由不同行業獨立運作於市場,同時也被普遍認為是「公寓大廈維護業」。物業管理產業屬於微利產業,服務價格競爭激烈,造成服務品質普遍低落。對於以服務為主要銷售產品的公寓大廈維護業務而言,顧客滿意度始終是其存活於激烈競爭市場不可輕忽的重點。
本研究依據美國顧客滿意度指標、SERVQUAL量表及「中國住宅社區物業管理業主滿意度評價指標體系」發展問卷架構,透過專家訪談確認問項的適切性,再針對台中市公寓大廈住戶進行問卷調查,最後以SPSS 12.0進行分析。
研究結果顯示,受訪者對物業管理公司的「可靠期望」衡量構面為最高,代表住戶對物業管理公司的可靠度期望最高。住戶大致滿意物業管理公司提供的服務;認同目前所支付的管理費;對物管公司處理其抱怨的方式感受良好;管理費增加超出6%時,住戶不會續聘該物管公司。
依據策略管理矩陣圖,物管公司須優先改善的服務項目包括:「服務人員進行各項服務時不會打擾住戶」、「保全人員及時處理社區內或社區周圍發現的可疑人物」、「物業管理公司對車輛出入口的交通管理措施頗為可靠」、「物管公司能及時排除危險因子」、「服務人員可立刻提供服務,滿足住戶需求」、「服務時間頗具彈性,能讓住戶在需要服務時得到幫助」。
根據統計結果顯示,服務品質和滿意度在0.01顯著水準下為正相關。受訪者在「學歷」、「受訪者繳交管理費」的滿意度感受有顯著差別,顯示此幾項背景的受訪者對於滿意度的感受具備較大的差異性。
對於公寓大廈維護服務滿意度指標的相關假設檢定結果顯示,公寓大廈住戶之「期望對知覺品質」、「知覺品質對知覺價值」、「知覺品質對滿意度」、「知覺價值對滿意度」、「滿意度對忠誠度」有正向顯著影響;「期望對知覺價值」為負向顯著影響;「期望對滿意度」間並無關聯;「滿意度對抱怨」、「抱怨對忠誠度」都為正向顯著影響。本研究整合美國顧客滿意度指標及服務品質缺口模式而成的服務滿意度指標,可供作調查我國公寓大廈維護服務滿意度之用。
Development of the Property Management Industry in the country is somewhere in the beginning stage; yet it lacks sufficient law control and perfect market function mechanism. So far, the industry that functions in the market is mainly run by individual business from all sectors, is yet broadly considered as ”Apartment Building’s Maintenance Industry”. With its fierce competition in price, the property management industry is therefore characterized as lower marginal profitability, which commonly results in lower service quality. For a business that mainly provides service as product for sale, customer’s satisfaction is always a key concern that can never be overlooked for the industry to survive itself from within the keen competitive market.
In this study, questionnaire framework was developed based on The American Customer Satisfaction Index (ACSI), the SERVQUAL Scale and the “The Satisfaction Evaluation Index System for Chinese Residential Community Property Management Industry Owners.” By means of consulting experts’ opinions to confirm its appropriateness for each questionnaire lists, and then conducting questionnaire survey on residents from apartment buildings in Taichung, an analysis was finally conducted with SPSS 12.0 in this study.
The results showed that respondents have higher measure dimensions on property management companies’ “reliability expectation”, which suggests residents have higher reliability expectation about property management companies. Residents were generally satisfied with service provided by property management companies; agreed with the existing management fee paid; felt comfortable about what property management company have offered to deal with their complaints; an extra 6% increase of management fees tent to cease the service tenure with the property management companies.
Based on Strategic Management Matrix, property management companies must give priority to improve the services like: “the service personnel would never disturb the residents while providing service”, “security staff can timely deal with suspicious characters in or around the community”, “the traffic control measures that property companies had are rather reliable in vehicle’s entry/exit access”, “property management companies can rule out the risk factors in time”, “the service personnel can provide immediate services to meet households’ needs”, “flexible in service hours” and “can provide service while households were in need”.
According to statistics, it shows that service quality and satisfaction are in positive correlation at the significant level of 0.01. Respondents’ feelings of satisfaction on “academic degree” and “respondents’ paying for management fee” have significant difference, which suggests the respondents having these backgrounds would feel for a greater difference about their satisfactions.
A satisfaction index result taken by using relative hypothesis testing on apartment building maintenance service shows that apartment building residents’ “expectation vs. perceived quality”, “perceived value vs. satisfaction”, “perceived quality vs. perceived value” and “satisfaction vs. loyalty” having a significantly positive effect; “expectations vs. perceived value” is having a significantly negative effect; “expectations vs. satisfaction” is having no correlation; both “satisfaction vs. complaints” and “complaints vs. loyalty” are having significantly positive effect. In this study, The Service Satisfaction Index, which was an integration of The American Customer Satisfaction Index (ACSI) and Service Quality Gap Model, can be used for the investigation about satisfaction towards the apartment building’s maintenance service.
中文摘要 i
英文摘要 iii
謝誌 v
目錄 vi
表目錄 viii
圖目錄 x
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究範圍與對象 4
1.4 論文架構 7
第二章 文獻回顧 9
2.1 服務品質相關理論 9
2.1.1 服務的定義與特性 9
2.1.2 服務品質的定義 11
2.1.3 服務品質缺口模式 12
2.1.4 服務品質文獻回顧 14
2.2 顧客滿意相關理論 15
2.2.1 顧客滿意定義 15
2.2.2 美國顧客滿意度指標模式 18
2.2.3 顧客滿意文獻回顧 20
2.2.4 物業管理顧客滿意相關研究 21
2.3 物業管理 21
2.3.1 物業管理的概念 21
2.3.2 公寓大廈物業管理 23
2.3.3 物業管理小結 25
2.4 小結 26
第三章 研究設計與方法 27
3.1 研究設計原則和架構 27
3.1.1 研究設計原則 27
3.1.2 研究架構 28
3.2 研究假設 31
3.3 問卷設計 33
3.3.1 問卷設計原則 34
3.3.2 顧客滿意度問卷設計 35
3.3.3 服務品質問卷設計 38
3.4 資料分析方法 41
3.4.1 敘述性統計分析 41
3.4.2 信度與效度分析 41
3.4.3 徑路分析 43
3.4.4 重要程度與績效分析 44
3.5 小結 45
第四章 實證資料分析 46
4.1 問卷回收樣本分析 46
4.1.1 問卷回收概況 46
4.1.2 基本資料分析 46
4.2 效度分析 49
4.2.1 信度分析 49
4.2.2 效度分析 51
4.3 敘述性統計分析 52
4.4 滿意度模型檢驗 56
4.5 重要性程度與績效分析 59
4.6 相關性分析 62
4.6.1 滿意感受程度差異性分析 62
4.6.2 滿意度與服務品質相關分析 65
4.7 小結 67
第五章 結論與建議 69
5.1 研究結論 69
5.2 後續研究建議 71
參考文獻 73
中文參考文獻 73
英文參考文獻 75
附錄一 專家訪談問卷 79
附錄二 問卷 89
參考文獻
中文參考文獻
1.杉本辰夫,1986,事務、營業、服務的品質管制,中興管理顧問公司,台北,p. 107。
2.淺井慶三郎,1989,服務行銷管理,創意力文化事業公司,台北,p. 39。
3.何友鋒,1992,建築物管理維護專業公司輔導與管理制度之研究,內政部建築研究所籌備處委託研究報告,台北。
4.蔡昌益,1999,公寓大廈管理維護公司於住宅大樓服務品質之研究,國立雲林科技大學工業工程與管理研究所,碩士論文,斗六。
5.周泰華、黃俊英、郭德賓,1999,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6卷,第1期,pp. 37-68。
6.施乃元,1995,集合住宅管理維護經費分擔之研究:以六個臺北市個案為例,國立台灣大學建築與城鄉研究所,碩士論文,台北。
7.柯宜君,2000,消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響,政治大學企業管理研究所,碩士論文,台北。
8.王青蘭、劉茜,2001,導入「顧客滿意」理念的上海物業管理CSI測評體系,住宅科技,pp. 41-44。
9.郭德賓,曾信純,林雅惠,陳家典,2001,顧客滿意與顧客忠誠度關係之研究:健保中心台南聯合門診中心之實證,南台科技大學學報,第25卷,pp. 1-13。
10.洪子茵,2002,台北市集合住宅管理維護模式之研究,國立政治大學地政研究所,碩士論文,台北。
11.洪維志,2003,公寓大廈管理維護公司績效評估項目之研究,中華大學營建管理研究所,碩士論文,新竹。
12..黃妙玲、蕭炎泉,2004,「建築物使用維護管理問題與因應對策之探討」,現代營建,第292期,pp. 41-50。
13.陳柏廷,2004,建立台灣物業管理內涵之基礎性研究,國立台北大學地政學系,碩士論文,台北。
14.沈世宏、單世堯、張志蒼、俞幸國,2005,「台灣物業管理發展概論」,中華物業管理學會,台北。
15.吳明隆,2006,SPSS統計應用學習實務,知城數位科技股份有限公司,台北。
16.王保進,2006,視窗版SPSS 與行為科學研究(第三版),心理出版社,台北。
17.鄧潔君、羅利,2006,住宅小區物業管理業主滿意度測評研究,技術與市場,第9期,pp. 58-60。
18.高永昆、李永然、王化榛,2006,物業管理服務業產業結構暨支援資訊服務系統之研發,內政部建築研究所委託研究報告,台北。
19.陳怡君,2006,百貨公司專櫃化妝品顧客滿意度之研究,臺灣大學國際企業學研究所,碩士論文,台北。
20.葉陽君,2007,公寓大廈管理維護公司評選之研究,逢甲大學工業工程與系統管理學研究所碩士論文,台中。
21.曹禮和,2007,顧客滿意度理論模型與測評體系研究,湖北經濟學院學報,第5卷,第1期,pp. 115-119。
22.陳彥宏,2008,建築師服務品質與顧客滿意度之研究,國立交通大學土木工程系所碩士論文,新竹。
23.內政部統計處,「核發建築物使用執照面積」(http://sowf.moi.gov.tw/stat/week/week9813.doc),2009/第十三週。
24.內政部統計處,「台中市人口數」(http://sowf.moi.gov.tw/stat/week/week9804.doc),2009/第四週。
25.行政院 主計處網站:http://www.dgbas.gov.tw/ct.asp?xItem=13213&CtNode=3504
26.內政部營建署網站,「各縣市公寓大廈管理維護公司登記家數」,2009/七月(http://cpabm.cpami.gov.tw/SearchPage.jsp?url=/search/bma/MMCSearch.jsp)

英文參考文獻
1.American Psychological Association, 1985, Standards for Educational and Psychology Testing, American Psychological Association, Washington, D.C.
2.FM Andrews and SB Withey, 1976, Social indicators of well-being: Americans'' perceptions of life quality, Plenum Pub Corp, New York, NY.
3.Chu, R. K. S. and Choi, T., 2000, An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: A comparison of business and leisure travelers, Tourism Management, Vol. 21, pp. 363-377.
4.Cronbach, L. J., 1951, Coefficient alpha and the internal structure of tests, Psychometrika, Vol. 16, pp. 297-334.
5.Day, G., 1984, Modeling choices among alternative responses to dissatisfaction. In Advances in Consumer Research. Ed. Thomas Kinnear. Provo, UT: Association for Consumer Research, pp. 496-499.
6.Dagger, T. S. and Sweeney, J. C., 2007, Service quality attribute weights: How do novice and longer-term customers construct service quality perceptions? Journal of Service Research, Vol. 10, No. 1, pp. 22-42.
7.William H. Davidow, 1990, Total customer service, Harpercollins, New York.
8.Drucker, P., 1950, The new society, Business and Tthe Economy, New York, NY.
9.Fishbein, M. and Ajzen, I., 1975, Belief, attitude, intention and behavior: An introduction to theory and research. , Reading, Mass.: Addison-Wesley Pub. Co.
10.Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E., 1996, The American Customer Satisfaction Index: Nature, Purpose and Findings, Journal of Marketing, Vol. 60, pp. 7-18.
11.Forsythe, P., 2008, Modelling customer perceived service quality in housing construction, Engineering, Construction and Architectural Management, Vol. 15, No. 5, pp. 485-496.
12.Fournier, S., Mick, D. G., 1999, Rediscovering satisfaction, Journal of Marketing, Vol. 15, No. 5, pp. 5-28.
13.Gronroos, C., 1984, A service quality model and its marketing implications, European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
14.Garvin, D. A., 1984, What does product quality really mean, Sloan Management Review, Fall, pp. 25-43.
15.Hempel, D. J., 1977, Consumer satisfaction with the home buying process: Conceptualization and measurement, in the Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed., Cambriage, Mass: Marketing Science Institute.
16.Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schlesinger, L. A., 2008, Putting the service–profit chain to work, Harvard Business Review, July/August, pp. 118-129.
17.Hirschman, A. O., 1970, Exit, voice and loyalty, Cambridge, Harvard University Press, Massachusetts, MA.
18.Hollenhorst, S., Olson, D., and Fortney, R., 1992, Use of important performance analysis to evaluate state park cabins: The case of the West Virginia state park system, Journal of Park and Recreation Administration, Vol.10, No.1, pp.1-11.
19.Jon A. Howard and Jagdish N. Sheth, 1969, The theory of buyer behavior, John Wiley, New York, NY.
20.Hoxley, M., 2007, The fee tendering and service quality issue revisited, Property Management, Vol. 25, No. 2, pp. 180-192.
21.Huang, Y. C., Wu, C. H., Hsu, J. C. J., 2006, Using importance-performance analysis in evaluating Taiwan medium and long distance national highway passenger transportation service quality, Journal of American Academy of Business, Vol. 8, No. 2, pp. 98-105.
22.Irons, 1994, Managing service companies: Strategies for success, Cambridge: the University Press.
23.Jaiswal, A. K., 2008, Customer satisfaction and service quality measurement in Indian call centres, Managing Service Quality, Vol. 18, No.4, pp. 405-416.
24.Kaiser, H. F., 1974, An index of factorial simplicity, Psychometrika, Vol. 39, No. 1, pp. 31-36.
25.Kotler, P., 1991, Market management analysis, planning, implementation and control , 7th ed, Prentice-Hall Inc., New York, NY.
26.Philip Kotler, 1996, Marketing management:An Asian perspective, Prentice- Hall, pp. 128-135.
27.Kristensen, K., Martensen, A., and Gronholdt, L., 2000, Customer satisfaction measurement at post Denmark: Results of application of the European customer satisfaction index methodology, Total Quality Management, Vol. 11, No. 7, pp. S1007-S1015.
28.Lehtinen, U., Lehtinen, R. J., 1983, Service quality: A study of quality dimensions, Unpublished working paper, Service Management Institute, Helsinki, Finland.
29.Lewis, R. C. and Booms, B. H., 1983, The marketing sspects of service quality, Quoted in: L. Berry et al. Emerging Perspectives on Service Marketing (New York: American Marketing Association).
30.Lovelock, C. H., 1984, Positioning the service organization in the marketplace, services marketing, Prentice-Hall, Englewood Cliffs, NJ, pp.133-9.
31.Leisen, P. B., 2008, The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers, Managing Service Quality, Vol. 18, No. 6, pp. 537-558.
32.Levenburg, N. M. and Magal, S. R., 2004, Applying importance-performance analysis to Evaluate E-business strategies among small firms, E-Service Journal, Vol. 3, No. 3, pp. 29-48.
33.Miller, J. A., 1977, Studying satisfaction, modefying models, eliciting expectation, Posing Problems and Making Meaningful Measurements, Cambridge, Mass., Marketing Science Institute, pp. 72-91.
34.Muller, W., 1991, Gaining competitive advantage through customer satisfaction, European Management Journal, Vol. 9, No. 2 , pp. 201-221.
35.Maddern, H., Maull, R., Smart, A., Baker, P.,2007, Customer satisfaction and service quality in UK financial services, International Journal of Operations and Production Management, Vol. 27,No. 9, pp. 999-1019.
36.Nguyen, N. and Gaston, L., 1998, The mediating role of corporate image on customers’ retention decisions: An investigation in financial services, International Journal of Bank Marketing, Vol. 16, No. 2, pp. 52-65.
37.Oliver, R. L. and Linda, G., 1981, Effects of satisfaction and its antecedents on consumer preference and intention. in advances in consumer research., Ed. Monroe, K. B., Ann Arbor, MI: Association for Consumer Research, pp. 88-93.
38.Olshavsky, R. W., 1985, Perceived quality in consumer decision making: An integrated theoretical perspective, Perceived Quality, J. Jacoby and J. Olson, eds., Lexington, MA: Lexington, pp. 3-29.
39.Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1988, SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, No. 64, pp. 12-40.
40.Forsyth, P. J., 2007, A conceptual framework for studying customer satisfaction in residential construction,Construction Management and Economics, Vol. 25, No. 2, pp. 171-182.
41.Nunnally, J., 1967, Psychometric theory, NY: McGraw-Hill Review, Vol. 27, No. 4, pp. 86-98.
42.Sampson, S. E. and Showalter, M. J., 1999, The performance-importance response function: Observations and implications, The Service Industries Journal, Vol. 19, No. 3, pp. 1-25.
43.Sasser, W. E., Olsen, Jr., R. P., and Wyckoff, D. D., 1978, Management of service operations, text and cases, Boston: Allyn and Bacon, pp. 33-54.
44.Stanton, W. J., 1991, Fundamentals of marketing (9thed.), McGraw-Hill Companies, New York, NY.
45.Torbica M. and Stroh, R. C., 1999, Impact of total quality management on home-buyer satisfaction, Journal of Construction Engineering and Management, Vol. 125, No. 3, pp. 198-203.
46.Torbica M. and Stroh, R. C., 2001, Customer satisfaction in home building, Journal of Construction Engineering and Management, Vol. 127, No. 1, pp. 82-86.
47.Tsoukatos, E. and Rand, G. K., 2006, Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance, Managing Service Quality,Vol. 16, No. 5, pp. 501-519.
48.Ueltschy, L.C., Laroche, M., Eggert, A., and Bindl, U., 2007, Service quality and satisfaction: An international comparison of professional services perceptions, Journal of Services Marketing, Vol. 21, No. 6, pp. 410-423.
49.Varki, S. and Colgate, M., 2001, The role of price perceptions in an integrated model of behavioral intentions, Journal of Service Research, Vol. 3 February, pp. 232-240.
50.Maloney, W. F., 2002, Construction product/service and customer satisfaction, Journal of Construction Engineering and Management, Vol. 128, No. 6, pp. 522-529.
51.Zeithaml, V., Berry, L., and Parasuraman, A., 1993, The nature and determinants of customer expectations of service, Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.
52.British Institute of Facility Management, BIMA, http://www.bifm.org.uk, 2009/6.
53.International Facility Management Association, IFMA, http://www.ifma.org, 2009/6.
54.Japan Facility Management Promotion Association, https://www.fis.jfma.or.jp/fis/front/index.cfm, 2009/6.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔