臺灣博碩士論文加值系統

企業永續經營有賴於與顧客建立永續的關係，而滿意度是促使此關係能否延續下去的關鍵，因此找出影響顧客滿意度的因素，加以區分重要程度，並用有限的資源做最有效的配置，以提升顧客滿意度，已成為服務業努力的方向。本研究使用Tetraclass模式將郵政服務滿意度影響因素分類，研究結果發現: (一)加分型: 服務人員中午尖峰時間、快到下班時間服務態度依舊良好、不會對顧客差別待遇、對於顧客抱怨能迅速處理、不會因為忙碌而疏於回應顧客的問題、提供民眾愛心傘的服務；(二)關鍵型：本研究結果沒有歸類為關鍵型的服務要素；(三)基本型：服務態度良好、提供的服務是值得信賴的、具有機動應變能力、確實了解顧客需求、能正視顧客提出的問題、能夠保持高度服務意願、儀表乾淨整齊、在服務過程中讓我有安全感、會協助不識字的人、表達能力佳、在窗口購買信封郵票等商品，服務人員正確找零；(四)次要或無關型的因素有：具備專業知識、作業過程迅速正確、能保護顧客隱私，知道客戶存款豐厚或是很少，也不會講出去。根據上述結果，本研究建議郵政優先改善基本型，加分型次之，次要或無關型排第三順位，郵政服務業者可以重新思考資源的配置，提升顧客滿意度。

To increase the customer satisfaction, how to identify the influencing factors, evaluate the level of importance on factors, and allocate the limited resources to factors based on important level is one of the development directions in service industry. This study categorizes the determinants of customer satisfaction of postal service by using tetraclass model.
The results show that (1) Plus service elements include: good attitude in rush hour at noon or off the duty, treating every customer well, dispatching customer complaints quickly, responding customer questions, and providing the umbrella in a rainy day. (2) There is no any factor classified as the key service. (3) Basic service elements contain: good service attitudes, service is trustworthy, flexible ability of problem solving, understanding customer needs, taking customer questions seriously, high willingness to serve customer, clean and tidy appearance of service personnel, giving customer a sense of security in the process, assisting illiterate customer, good communication skills, and giving customer correct change. (4) Secondary service elements include: having expertise, processing quickly and correctly, and protecting customer privacy.
According to the results, this study suggests that the first priority of improving factors is the basic service elements, secondly plus service elements, and the last secondary service elements. The postal service supervisor may allocate the resource to enhance service elements based on the priority so as to increase customer satisfaction.

目錄
中文摘要……………………………………………………………i
英文摘要……………………………………………………………iii
目錄…………………………………………………………………v
表目錄………………………………………………………………vii
圖目錄………………………………………………………………viii
第一章 緒論 …………………………………………………………1
第一節 研究背景與機 ………………………………………………1
第二節 研究目的 ……………………………………………………2
第三節 研究流程 ……………………………………………………3
第二章 文獻探討 ……………………………………………………4
第ㄧ節 台灣郵政簡介 ………………………………………………4
第二節 服務品質 ……………………………………………………6
第三節 顧客滿意度…………………………………………………13
第四節 品質屬性分類方法…………………………………………18
第三章 研究方法……………………………………………………31
第一節 Tetraclass模式 ……………………………………………31
第二節 Tetraclass模式操作步驟 …………………………………34
第四章 分析結果與討論……………………………………………39
第一節 量測工具……………………………………………………39
第二節 資料分析結果………………………………………………43
第三節 結果討論……………………………………………………53
第五章 結論與建議…………………………………………………55
第一節 結論…………………………………………………………55
第二節 建議…………………………………………………………57
參考文獻 ……………………………………………………………58
附錄 …………………………………………………………………69

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