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研究生:涂皜穎
研究生(外文):Tu, Hao-Ying
論文名稱:品質管理實務、服務品質能力與經營績效之關係研究-以運動遊憩業為例
論文名稱(外文):The study of the relationship between quality management practice, quality of service capability and business performance: An empirial study
指導教授:張世佳張世佳引用關係
指導教授(外文):Chang, Shih-Chia
學位類別:碩士
校院名稱:國立臺北商業大學
系所名稱:企業管理系碩士班
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
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:51
中文關鍵詞:硬性品質管理實務軟性品質管理實務服務品質能力經營績效
外文關鍵詞:Hard quality management practiceSoft quality management practiceQuality of service capabilityBusiness performance
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由於市場環境競爭性的提升,品質管理實務及服務品質能力已成為確保其競爭優勢的重要角色;本研究旨在探討透過硬性品質管理實務、軟性品質管理實務,對服務品質能力的影響,進而影響經營績效;本研究以臺灣運動遊憩業為實證對象,利用結構方程模型進行研究假設驗證,以及透過競爭模型細部分析硬性品質管理實務、軟性品質管理實務、服務品質能力與經營績效等構面的相互影響關係。
本研究結果顯示,硬性品質管理實務對服務品質能力具直接影響作用;軟性品質管理實務對服務品質能力具直接影響作用;服務品質能力對經營績效具直接影響作用;然而,硬性品質管理實務、軟性品質管理實務對經營績效並不具直接影響作用;因此,本研究實證結果顯示管理者必須藉由完善的服務品質能力來提升其企業經營績效。
In recent years with the rise of environmental awareness and sustainable development concept gradually attention, hence it is a future trend for enterprise to put hard and soft quality management practices, and quality of service capability. Theaim of this research is to investigate hard and soft quality management practices focus in quality of service capability, furthermore reinforce business performance. This empirical study targets to the sports recreation and leisure industry in Taiwan. The structural equation modeling would testify the hypotheses and the competitive model would rigorously analyze the proactive influence relationship among the dimensions in terms of the hard and soft quality management practices, quality of service capability, and business performance.
The result of research indicated that the hard and soft quality management practices is positively related to quality of service capability; quality of service capability is positively related to business performance but the hard and soft quality management practices and business performance isn’t significant directly. The empirical results show that managers have the ability to hard and soft quality management practices by quality of service capability, thus effectively improve market advantage.
摘要 ..................i
ABSTRACT..................ii
致謝 ..................iii
表目錄 ..................vi
圖目錄 ..................vii
第一章 緒論..................1
第一節 研究背景與動機..................1
第二節 研究目的..................2
第三節 研究流程..................2
第二章 文獻探討..................4
第一節 運動遊憩設施(備)相關理論..................4
第二節 全面品質管理實務..................5
第三節 服務品質能力..................8
第四節 經營績效..................12
第三章 研究設計與方法..................13
第一節 研究架構..................13
第二節 研究假說..................14
第三節 研究變數之操作性定義..................16
第四節 變數衡量..................17
第五節 研究樣本及對象..................20
第六節 資料分析方法..................20
第四章 研究結果..................23
第一節 敘述性統計..................23
第二節 信效度分析..................27
第三節 獨立樣本T檢定及單因子變異數分析..................30
第四節 結構方程式模型分析..................31
第五章 結論與建議..................40
第一節 研究結論..................40
第二節 管理意涵..................42
第三節 研究限制及未來研究方向..................43
參考文獻..................44
附錄1..................49

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