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題名：服務品質評量模式之比較研究
書刊名：中山管理評論
作者：翁崇雄 引用關係
作者(外文)：Ong, Chorng-shyong
出版日期：2000
卷期：8:1
頁次：頁105-122
主題關鍵詞：服務品質；無差異分數；Service quality；Servqual；Servperf；Non-difference score
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(27) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:26
  • 共同引用共同引用:64
  • 點閱點閱:115
　　　　　服務品質評量是服務品質研究領域中極為重要的課題，目前較受矚目且差異較顯著的評量模式有：PZB(1988)所提的SERVQUAL、Cronin & Taylor(1992)提出的SERVPERF及Brown, Churchill & Peter(BCP, 1993)提出的無差異分數(non-difference score)等三者，至今針對三者進行比較研究者甚少，尤其對預測能力的比較分析更為稀少，且部份之研究存在相異的結論。因此本研究以這三種模式為基礎，配合採用以各服務屬性所對應之期望水準作為其權數的衡量方法，則形成六種不同的評量模式，針對此六種評量模式嘗試利用實證結果進行仩喥、效度和各評量模式之預測能力等較完整的比較研究，來探討、比較這些評量模式之優劣。 　　本研究以網際網路服務業(Internet Service Provider, ISP)作為實證研究的對象產業，經實證獲得如下之結論： 一、整體而言，以未加權之無差異分數評量模式(NDSERQUL)具有最佳之信度、效度及預測能力，亦即無差異分數評量模式是六種評量模式中最佳的評量方法。 二、未加權評量模式之優劣依序為：NDSERQUL、SERVPERF及SERVQUAL。此結果與Cronin & Taylor(1992)及BCP(1993)之結論是一致的，而且整合二者之結果，進一步獲知無差異分數評量模式(NDSERQUL)不但較具理論基礎，且是較佳的評量模式。 三、加權評量模式之比較，僅能獲知加權之無差異分數評量模式(EWNDSERQUL)是加權者評量模式中最佳者，其餘二者(EWSERVQUAL與EWSERVPERF)則未能獲得明確之結論。
　　　　　Measurement of service quality is a critical topic in the domain of service quality servey. The most popular and significant evaluation approaches are: SERVQUAL by PZB (1988), SERVPERF by Cronin & Taylor (1992), and non-difference score by Brown, Churchil & Peter (BCP, 1993). There are few studies about the comparison of the three alternatives, especially that of comparison of the forecasting ability. Some conclusions are of different opinions. This study is based on these three alternatives, and takes expected level as weight of measurement. Six evaluation approaches are formulated. The credibility, reliability, and forecasting ability are evaluated to find the strength and weakness of these alternatives. The studied industry is Internet Service Provider (ISP). The conclusions are as follows: 1.In general, the unweighted non-difference score (NDSERQUL) is best on credibility, reliability, and forecasting ability. 2.The rank of the unweighted approaches is: NDSERVQUL, SERVPERF, SERVQUAL. This result is consistent with the conclusion of Cronin & Taylor (1992) and that of BCP (1993). By combining both the results, we find that NDSERQUL is more theory-based and better. 3.The comparision of the weighted approaches simply point out that EWNDSERQUL is the best of the weighted approaches. There is no significant result of EWSERVQUAL and EWSERVPERF.
期刊論文
1.Pitt, L. F.、Watson, R. T.、Kavan, C. B.(1998)。Measuring information systems service quality: Lessons from two longitudinal case studies。MIS Quarterly，22(1)，61-79。  new window
2.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
3.Olson, J. C.、Reynolds, T. J.(1983)。Understanding Consumer's Structures: Implications for Advertising Strategy。Advertising and Consumer Psychology，1，77-90。  new window
4.Kettinger, W. J.、Lee, C. C.(1997)。Pragmatic Perspectives on the Measurement of Information Systems Service Quality。MIS Quarterly，21(2)，223-240。  new window
5.Pitt, L. F.、Watson, R. T.、Kavan, C. B.(1997)。Measuring Information Systems Service Quality: Concerns for a Complete Canvas。MIS Quarterly，21(2)，209-221。  new window
6.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly，21(2)，195-208。  new window
7.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
8.Babakus, Emin、Boller, Gregory W.(1992)。An Empirical Assessment of the SERVQUAL Scale。Journal of Business Research，24(3)，253-268。  new window
9.Chidester, J.(1995)。Tailoring your survey。Credit Union Management，18(4)，30-31。  new window
10.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
11.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
12.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
13.Berry, L. L.、Zeithaml, V. A.、Parasuraman, A.(1990)。Five imperatives for improving service quality。Sloan Management Review，31(4)，29-38。  new window
14.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management，8(6)，19-29。  new window
15.Klose, Allen、Finkle, Todd(1995)。Service Quality and the Congruency of Employee Perceptions and Customer Expectations: The Case of an Electric Utility。Psychology & Marketing，12(7)，637-646。  new window
16.Mels, G.、Boshoff, C.、Nel, D.(1997)。The dimensions of service quality: the original European perspective revisited。Service Industries Journal，17(1)，173-189。  new window
17.Zumbehl, Richard K.、Mayo, Richard E.(1994)。Customer Focused Quality for the Maintenance and Repair of Air Force Facilities。Project Management Journal，25(4)，32-36。  new window
18.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review，61(4)，139-145。  new window
19.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
20.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
21.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
22.Collier, David A.(1991)。A Service Quality Process Map for Credit Card Processing。Decision Sciences，22(2)，406-420。  new window
23.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
24.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
26.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
27.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
28.翁崇雄(1998)。我國律師業服務品質之研究。品質學報，5(2)，45-77。  延伸查詢new window
學位論文
1.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.Kerlinger, F. N.(1986)。Foundations of Behavior Research。NY。  new window
2.Bloom, B. S.、Engelhart, M. D.、Furst, E. J.、Hill, W. H.、Krathwohl, D. R.(1956)。Taxonomy of educational objectives: the classification of educational goals. Handbook 1, Cognitive domain。New York：Longman。  new window
3.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
其他
1.周冠中(1998)。我國Internet應用現況調查，0。  延伸查詢new window
圖書論文
1.Olshavsky, Richard W.(1985)。Perceived Quality in Consumer Decision Making: An Integrated Theoretical Perspective。Perceived Quality: How Consumers View Stores and Merchandise。Lexington Books。  new window
2.Collier, David A.(1990)。Measuring and Managing Service Quality。Service Management Effectiveness。Jossey-Bass Publishers。  new window
 
 
 
 
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