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研究生:廖佑璋
研究生(外文):Liao, Yu-Chang
論文名稱:以混合式多評準決策模式探究不動產經紀產業服務品質之研究
論文名稱(外文):Using Hybrid MCDM Modelsfor Exploring the Service Quality of Real Estate Agency
指導教授:曾國雄曾國雄引用關係
指導教授(外文):Tzeng, Gwo-Hshiung
口試委員:張娣明洪英訓
口試委員(外文):Chang, Ti-MingHung, Ying-Hsun
口試日期:2012-06-14
學位類別:碩士
校院名稱:開南大學
系所名稱:財務金融學系
學門:商業及管理學門
學類:財務金融學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:37
中文關鍵詞:不動產經紀業服務品質多評準決策模型DEMATELDANPVIKOR
外文關鍵詞:Real Estate AgencyService QualityMultiple Criteria Decision MakingDecision Making Trial and Evaluation LaboratoryDEMATEL-Based Analytical Network ProcessViseKriterijumska Optimizacija I KOmpromisno Rešenje
相關次數:
  • 被引用被引用:5
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  • 下載下載:13
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不動產經紀業屬於服務業的一種,因此有關服務品質之衡量及改進,亦為不動產經紀業管理之重要研究;本研究之目的,為建立不動產經紀業服務品質的決策模型,以改善其服務品質績效,使之達到最佳的經營成果;運用包含決策實驗室分析法(Decision Making Trial and Evaluation Laboratory, DEMATEL)、網路程序分析法(Analytic Network Process, ANP; DEMATEL-based ANP, DANP)結合折衷排序法(ViseKriterijumska Optimizacija I KOmpromisno Rešenje, VIKOR)的混合式多評準決策模型(Multiple Criteria Decision Making, MCDM)來建立服務品質改善模型,並提供三種不動產經紀業經營型態作為改善評選標的,以四項評估構面、十六項評估準則,進行決策模型驗證。研究結果顯示,在各評估構面下,其影響服務品質較高之準則為:誠實義務、價值性、專業化和整體滿意;在總績效值,其顯示結果最高為直營店,表示直營店在服務品質上,可做為其他業者在服務品質的一種標準。
Real estate agency is one of the service industries; therefore, the evaluation and improvement of service quality is also the important issue for the management of real estate brokerage. The purpose of this study is to construct the decision model of the service quality ofreal estate brokerage industry for improving the service quality performance to achieve the best outcomes of operation. This research adopts DEMATEL (Decision Making Trial and Evaluation Laboratory), DANP (DEMATEL-based ANP),andVIKOR (ViseKriterijumska Optimizacija I KOmpromisno Rešenje) to build the improvement model for service quality. Moreover, three diverse modes of operation in real estate brokerage for improvement and selection, four dimensions, and sixteen criteria for evaluation and improvement are included to carry out the empirical analysis. The results show that the influential service quality criteria are higher intruthfulness-obligation, specialization, and overall satisfaction under the consideration of evaluation dimensions. As for the performances of alternatives, regular chain is the best, and can be considered as the standard of service quality for real estate agency.
目錄

第一章 緒論.................................................................1

第一節 研究背景.............................................................1
第二節 研究動機與目的.......................................................1
第三節 研究內容與結構.......................................................2

第二章 建構不動產經紀業服務品質之評估模型...................................4

第一節 不動產經紀業型態.....................................................4
第二節 職業道德之評估模型...................................................4
第三節 顧客價值之評估模型...................................................4
第四節 顧客滿意度之評估模型.................................................5
第五節 服務品質之評估模型...................................................5

第三章 建構房仲服務品質之多評準評估模型.....................................7

第一節 藉由DEMATEL技術建構影響網路關係圖....................................7
第二節 利用DANP以獲得準則之影響權重.........................................8
第三節 藉由VIKOR計算差距以改善方案.........................................11

第四章 實證結果與討論......................................................12

第一節 資料蒐集............................................................12
第二節 建構影響網路關係圖以瞭解不動產經紀業服務品質準則間之關係............12
第三節 透過DANP獲得準則之影響權重..........................................17
第四節 運用VIKOR方法對方案之評選與改善.....................................19
第五節 結果及服務意涵......................................................20

第五章 結論與評析..........................................................21

附錄........................................................................22

參考文獻....................................................................28


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