臺灣博碩士論文加值系統

商用清潔劑產業是服務業也是傳統產業，產品主要使用在飯店內之餐具洗滌與清潔消毒、客房清潔及洗衣房相關布品洗滌。本論文亦針對餐具洗滌與清潔消毒進行服務滿意相關研究，現在的消費者重視食品安全，尤其對於到飯店餐廳用餐有著較高的期待，除了對食物要求美味外，也會留意用餐場所提供的餐具是否經過清潔消毒，對飯店與餐飲業者本身亦可視為一種保障，這也是業者需要有 HACCP 認證的原因。做為一家專業清潔劑公司，客戶滿意度為何?是本研究探討的主題，本文並企圖分析客戶認為重要與滿意的項目和對於提供客戶服務間的差異，找出讓客戶滿意的「因素」，做為後續相關管理參考。

同時要知道客戶認為重要項目，採用 Murry and Hommons (1993) 提出的修正式德菲法對個案 E公司之地區經理 (District Manager) 探詢並彙總整理出重要項目。為確認專業人員間的共識，另行發問卷給接觸客戶的區域服務經理 (Territory Manager)，並採用 Fahety (1979) 和 Holden and Wedman (1993) 所提之四分位差，確認專業人員的一致性。再依客戶易於瞭解的方式來設計問卷內容，使用李克特五尺度量表得知客重要與滿意度。並考慮區域性客戶差異，挑選北區、桃竹苗區、中區、南區，具代表性客戶填寫問卷。問卷分析使用 Yang (2003) 所提出的重要度-滿意度模型 (I-S Model) 來進行。

發現客戶認同度平均值皆高於4以上重要「因素」有23項，與專業人員有差異5項。但因「食品安全 ServSafe」為E公司主要推廣業務，經與專家共同討論後放入主要項目內。另外用不同營業別要求項目的差異，亦可進行分析研究，得到的結論，可以做後續管理層對客戶研究的參考。最後以18項重要「因素」做為這次研究主題。

Commercial cleaning belongs to the service industry and also the traditional industry, the purpose of its products is mainly to be used for the tableware cleaning and sanitizing, housekeeping and the laundry cleaning. This research focuses on the factors of customer satisfaction towards tableware washing and disinfection. Nowadays, consumers pay more attention to the food safety, especially for hotels and restaurants. They not only ask for the deliciousness of food, but the cleaning of the tableware. The safe food and clean utensils for hotels and restaurants can also be regarded as a guarantee which is one of the reasons to have HACCP certification in the industry. As a professional commercial cleaning company, what could be the first priority to consumer satisfaction? This paper also attempts to analyze the differences between customer perception on satisfaction and the provided services to further identify "factors" for satisfaction for subsequent related management reference.

Meanwhile, by using Murry and Hommons (1993) proposed modified Delphi to the District Managers in Case E company to summarize the important point of views. In order to confirm the consensus among the professionals, a questionnaire was sent to each Territory Manager who approaches clients directly by using the quartile difference presented by Fahety (1979) and Holden & Wedman (1993). The direction of the questionnaire design was easily understood by interviewee, the use of Likert 5-Scale to realize the importance of the customer satisfaction. Considering to the regional differences, the interviewees were selected from the clients in North, Central, and South Taiwan. Questionnaires were analyzed using Yang (2003) the importance- satisfaction (I-S Model).

Found that the average degree of customer recognition are higher than 4 or more important "factors" 23, and professional differences of 5. However, "Food Safety ServSafe" for the E company to promote business, with the experts to discuss and put into the main project. In addition to different business requirements of the project differences, can also be analyzed, the conclusions can be done by the follow-up management of customer research reference. Finally, 18 important "factors" as the theme of this study.

謝詞 Ⅰ
中文摘要 II
英文摘要 III
第一章 緒論 1
第一節　研究背景 1
第二節　研究動機 4
第三節　研究目的 5
第四節 研究步驟 6
第二章 文獻探討 7
第一節 德菲法 7
第二節 I-S MODEL 重要度-滿意度 9
第三章 研究方法 11
第一節 研究方法與流程 11
第二節 選擇專業人員與探詢重要因素 13
第三節 歸納重要因素與專業人員問卷設計14
第四節 專業人員問卷施測與一致性 15
第五節 客戶問卷設計及選擇客戶對象 16
第六節 客戶問卷施測與回收分析 16
第七節 重要因素/滿意度分析 16
第八節 不同條件重要與滿意度分析 18
第四章 資料分析 19
第一節 選擇專業人員與探詢重要因素 19
第二節 歸納重要因素與專業人員問卷設計23
第三節 專業人員問卷施測與一致性分析 26
第四節 客戶問卷設計及選擇客戶 30
第五節 重要/滿意度與信度分析 33
第六節 重要與滿意度分析 32
第七節 不同構面重要與滿意度分析 41
第五章 結論 49
參考文獻 51
著作權聲明 53

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