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研究生:黃申霖
研究生(外文):Huang Shen-lin
論文名稱:運用模糊層級分析法(Fuzzy AHP)探討工程設計監造服務品質滿意度之研究
論文名稱(外文):Study on the Satisfaction of Engineering Design and Supervision Service Quality with FAHP
指導教授:王裕仁王裕仁引用關係
指導教授(外文):Wang Yu-jen
口試委員:施義芳陳啟中
口試委員(外文):Shih, Yi-fangChen, Qizhong
口試日期:2020-07-10
學位類別:碩士
校院名稱:國立高雄科技大學
系所名稱:土木工程系
學門:工程學門
學類:土木工程學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:126
中文關鍵詞:工程設計監造服務品質滿意度模糊層級分析法模糊理論
外文關鍵詞:Engineering Design and SupervisionService QualitySatisfactionFuzzy AHPFuzzy Theory
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工程設計監造服務,在台灣早就是個行之有年產業,而且是一個具有高度專業技術的服務業。但卻沒有一個可以用來判斷或裁量的標準或檢核的機制,因此有必要建立出一套工程設計監造業服務品質滿意度的評量參考依據。
本研究的研究範圍,將選定政府部門、一般企業、建設開發相關產業、設計監造相關產業、營造工程相關產業等作為對象,透過資料蒐集與文獻回顧,建構出服務品質滿意度的架構,並參考國內外學者在服務品質滿意度上的觀念來設計問卷,經由多位專家的檢核問卷項目,擬定出本研究的問卷格式與內容並進行調查,問卷資料回收後,運用模糊層級分析法(FAHP)加以分析。本研究的結果顯示,委託人在接受服務的過程中重視的是:1、準備有完善的服務說明資料;2、能在第一時間點就提供正確的服務;3、能詳細且清楚的告知顧客所提供的服務內容;4、服務人員具有良好專業知識及說明;5、能為顧客量身打造服務內容等。而工程設計監造服務業可透過委託人所重視的部分投其所好,加強服務的重點,進而創造雙贏的局面。

For the construction industry, the engineering design and supervision service is a very professional industry and its service quality is crucial to project success. However, there is no standard measures or mechanism to to determine the quality of the service provided by the engineering/consulting companies. As a result, this research developed a set of criteria to examine the quality of engineering design and supervision service. The scope of this research focuses on government organizations, real estate developers, engineering/consulting firms and construction companies for data collection. Literature review and expert interviews are conducted to develop the criteria. Comparison with relative research is also implemented to develop survey questionnaires. Fuzzy AHP is conducted to obtain the relative weightings of each criterium. The results show that from the client's perspective, the following factors are more important when examining the engineering design and supervision services: (1) integrated and well-organized service proposal; (2) proper service in a timely fashion; (3) detailed and explicit service contents; (4) well-trained and professional personnel; (5) custom-made service for each customer. The results provide valuable information for the engineering design and supervision service industry and can create win-win situations for the companies and the clients.The results provide valuable information for the engineering design and supervision service industry and can create win-win situations for the companies and the clients.
目錄
摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 vii
圖目錄 ix
第一章 緒論 1
1-1研究背景與動機 1
1-2研究範圍與限制 2
1-3研究流程與方向 3
第二章 文獻蒐集與探討 5
2-1工程設計與工程監造緣起與定義 5
2-2服務品質 10
2-3滿意度 19
2-4模糊層級分析法 29
第三章 研究方法 33
3-1研究架構 33
3-2問卷設計 33
3-3問卷發放方式 37
3-4層級分析法的層級結構 37
第四章 研究結果與討論 63
4-1專家背景分析 63
4-2問卷資料檢核 64
4-3相對性權重計算 77
4-4工程設計監造服務品質滿意度相對權重計算結果分析 81
4-5工程設計監造服務品質整體權重結果分析 92
第五章 結論與建議 95
5-1結論 95
5-2建議 96
參考文獻 98
附錄一 106
附錄二 121




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