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研究生:阮氏明
研究生(外文):Thi- Minh Nguyen
論文名稱:越南台商之作業服務品質與顧客滿意度研究
論文名稱(外文):A Research on Operational Service Quality and CustomerSatisfactions of Taiwanese Factory in Vietnam
指導教授:吳杉堯吳杉堯引用關係
指導教授(外文):Shan -Yau Wu
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:國際企業管理與製造產研碩外專班
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
畢業學年度:100
語文別:英文
中文關鍵詞:服務品質
外文關鍵詞:Service Quality
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本研究主要是分析越南台商的越南顧客對其所提供的產品及服
務的品質滿意度,本研究的調查對象是十四個在北越的從事不同
行業的越南台商公司。為了可以可靠與準確的呈現研究結果,本
研究特別在北越對越南台商的顧客面對面直接進行調查。依據
SERVQUAL 服務品質模式的架構與因素,本研究共提出 22 變項
的問卷項目,問卷發放回收 175 份,剔除重複填答與無效問卷 25
份,實際有效問卷150 份達 85.8%。應用統計方法分析後,本研究有下
面的結果:信度分析都達到高信賴分數,統計分析顯示北越顧客對於台
商的服務品質滿意度都很高。這顯示台商在北越的服務品質很好。未來
可以擴大應用到所有在越南的台商,也可以應用到所有在越南的行業以
及全部國外營業公司。
Analysis of customer satisfaction to service quality of Taiwan
enterprises in Vietnam market is the purpose of this study. Objectives of the
study are 14 Taiwan enterprises with different branches in Northern Vietnam.
To give the accurate and reliable results, this research finds the specific
customers of business to perform surveys and interviews. Apply SERQUAL
scale of Parasuraman et al., on service quality, and based on five important
elements of service quality, research has gived a questionnaire including 22
question. After conducting investigations and selections, research is distributed
175 questionnaires and there are 150 valid questionnaires collected (85.8%)
and 25 (14.2%) invalid questionnaires. Application of statistical methods, after
analyzing, the survey is suggested as the follows: reliability of the survey
results obtained have a high grade and satisfy the system statistics, it is
noteworthy that the results of customer satisfaction with service quality of the
enterprises are very high. This demonstrates that the service quality of Taiwan
enterprises in northern market is really good. This study can be applied to
analyze the quality service of all Taiwanese business in Vietnam. In the future,this research can be applied to all industries and other foreign companies in the
Vietnam market.
Abstract ............................................................................................................... i
摘要................................................................................................................... iii
Acknowledgement............................................................................................. iv
Contents...............................................................................................................v
Table List.......................................................................................................... vii
Figure List ....................................................................................................... viii
Chapter 1: Introduction .......................................................................................1
1.1 Setting of research and motivation................................................................1
1.2 Research purposes.....................................................................................2
1.3 Domain of research .......................................................................................2
1.4 Research process ...........................................................................................4
Chapter 2: Theoretical review.............................................................................8
2.1 Definition of service quality..........................................................................8
2.1.1 Definition of Service ..............................................................................8
2.1.2 Characteristics of services ....................................................................10
2.1.3 Definition of service quality.................................................................11
2.1.4 The relationship between service quality and satisfaction ...................12
2.2 SERVQUAL Model of Service Quality......................................................13
2.2.1 Review of SERVQUAL.......................................................................13
2.2.2 Introduction to SERVQUAL...............................................................16
2.2.3 Gaps model of service quality ..............................................................16
Chapter 3: Research Method.............................................................................25
3.1 Research Framework...................................................................................25
3.2 Hypothesis...................................................................................................26
3.3 Question Design ..........................................................................................26
3.4 Sampling .....................................................................................................31
Chapter 4: Research Analysis and Result .........................................................35
4.1 Data collection ............................................................................................35
4.2 Data analysis ...............................................................................................35
4.2.1 Reliability analysis ...............................................................................36
4.2.2 Paired-samples t- Test ..........................................................................36
4.3 Discussion of research result.......................................................................36
4.3.1 Reliability analysis ...............................................................................36
4.3.2 Paired-samples t- Test ..........................................................................43
Chapter 5: Conclusions and Suggestions ..........................................................49
5.1 Summary .....................................................................................................49
5.2 Future research ............................................................................................50
References .........................................................................................................51
Appendix Questionnaire....................................................................................53
Questionnaire ....................................................................................................54
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extension. The CPA Journal, pp 55-68.
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Marketing 1990, American Marketing Association, Chicago, IL.
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McGraw- Hill.
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