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題名：應用Kano模式觀點探究物業管理服務品質
書刊名：物業管理學報
作者：姜廷宜／彭雲宏 引用關係／蘇南 引用關係
作者(外文)：Chiang, Ting-yi／Perng, Yeng-horng／Su, Nan
出版日期：2016
卷期：7:2
頁次：頁53-65
主題關鍵詞：物業管理；Kano二維品質模式；服務品質；創造共享價值；用後評估；Property Management；Kano model；Service quality；Creating shared value；Post-occupancy evaluation
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:6
  • 點閱點閱:36
本文首先應用「SERVQUAL」與「Kano Model」，嘗試找出台灣地區物業管理服務業之顧客所重視之服務品質。研究結果顯示，應用Kano二維品質模式探討物業管理服務業所提供的服務項目，以進行屬性歸類，有7項品質要素在（A）；10項品質要素在（O）；7項品質要素在（M）；8項品質要素在（I）；且0項（Q），故本文所探討之服務品質將具有二維品質之特性。業者亦可考量本身的資源限制下，定訂服務策略與強化互動，藉此提升公司整體服務品質與增進管理效率，以及增加顧客續約意願，以降低成本；同時，物業管理公司須與社區經理密切合作，強化現場教育訓練，優化服務品質。最後，將可精確判斷哪些要素對於衡量既有市場競爭情勢、確認改善項目及策略方向，以便著手此產業現況，進而達到顧客、現場服務人員及公司三贏的局面。本文認為從顧客觀點，可有效釐清企業所提供給從業服務人員與顧客之間的認知差距，進而達到縮小管理委員會與物業管理公司雙方差距，並重新思考共同創造共享價值與如何具體化實現，藉此達成此目標。
The current study tries to understand the quality of service that customers in the property management industry in Taiwan emphasize through applying of ＂SERVQUAL＂ and the ＂Kano Model＂. According to the result of the study, The exploration of service items provided by the property management industry is based on the applying of the Kano model and subsequent classification of attributes. There were seven quality factors were in (A), ten in (O), seven in (M), eight in (I), and zero in (Q). As a result, the quality of service discussed in this study was equipped with two-dimensional quality. Companies within this industry may also stipulate service strategies and strengthen interactions based on their individual resources in order to increase the overall quality of service, management efficiency, customers' willingness to renew their contracts, and reduce costs. In addition, property management companies have to work closely with community managers to improve on-site training, quality of service, and household security and privacy as well as providing thorough service. Ultimately, business owners can accurately determine the situation of existing market competition, items that needed to be improved, and strategic directions in order to achieve a situation where consumers, field service personnel, and companies feel content. The study pointed out that companies can effectively clarify the perceptual gap between service personnel and customers, as well as further minimize the gap between management committees and property management companies from the customers' perspective. Furthermore, they can reconsider the creation of shared values and determine how specifically in meeting their goals.
期刊論文
1.鄭紹材、陳佳伶、曾瀞萱(20050500)。以Kano二維模式探討公寓大廈管理維護公司服務品質特性之研究。中華建築學刊，1(2)，29-42。  延伸查詢new window
2.Cronbach, L. J.(1987)。Statistical Tests for Moderator Variables: Flaws in Analyses Recently Proposed。Psychological Bulletin，102(3)，414-417。  new window
3.Anderson, Elizabeth A.(1995)。Measuring Service Quality at a University Health Clinic。International Journal of Health Care Quality Assurance，8(2)，32-37。  new window
4.陳維東、譚沛珊、李玥瑩(20130300)。探討住宅案場的服務品質與顧客滿意度間之關係。物業管理學報，4(1)，1-10。new window  延伸查詢new window
5.石川馨(1973)。講座--品質解析第一講。品質管理，24(1)，70-82。  延伸查詢new window
6.Bell, L.(2004)。Developing service quality in mental health services。International Journal of Health Care Quality Assurance，17(7)，401-406。  new window
7.Greenfield, D.、Nugus, P.、Fairbrother, G.、Milne, J.、Debono, D.(2011)。Applying and developing health service theory: an empirical study into clinical governance。Clinical Governance: An International Journal，16(1)，8-19。  new window
8.Porter, M. E.、Kramer, M. R.(2011)。Creating Shared Value: How to reinvent capitalism--and unleash a wave of innovation and growth。Harvard Business Review，89(1/2)，62-77。  new window
9.Sharma, R.、Sharma, M.、Sharma, R. K.(2011)。The patient satisfaction study in a multispecialty tertiary level hospital, PGIMER, Chandigarh, India。Leadership in Health Services，24(1)，64-73。  new window
10.Tam, J. L. M.(2007)。Linking quality improvement with patient satisfaction: a study of a health service centre。Marketing Intelligence & Planning，25(7)，732-745。  new window
11.Straub, D. W.(1989)。Validating instruments in MIS research。MIS Quarterly: Management Information Systems，13(2)，147-169。  new window
12.卓美慧、彭建文、王世燁(20100300)。物業管理業服務缺口之研究。物業管理學報，1(1)，25-33。new window  延伸查詢new window
13.Berger, C.、Blauth, R.、Boger, D.、Bolster, C.、Burchill, G.、DuMouchel, W.、Pouliot, F.、Richter, R.、Rubinoff, A.、Shen, D.、Timko, M.、Walden, D.(1993)。Kano's Methods for Understanding Customer-defined Quality。The Center for Quality Management Journal，2(4)，3-36。  new window
14.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation，18(1)，25-38。  new window
15.Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。  new window
16.Oh, Haemoon(1999)。Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective。International Journal of Hospitality Management，18(1)，67-82。  new window
17.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
18.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
19.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。  延伸查詢new window
會議論文
1.佟光英、謝百鈎、連維全、姜廷宜(2015)。以開放式服務創新探討豪宅高端物業管理服務品質--以雙北地區為例。2015年物業管理暨防災國際學術研討會，(會議日期: 2015年10月30日)。新北市：華夏科技大學。  延伸查詢new window
研究報告
1.蔡明修(2010)。物業管理公司服務缺口導向流程再造模式之建立 (計畫編號：NSC 99-2221-E-032-058)。  延伸查詢new window
學位論文
1.潘睿彬(2013)。結合Kano與IPA模型探討台灣豪宅物業管理之服務品質(碩士論文)。國立臺北大學。  延伸查詢new window
圖書
1.Cavana, R. Y.、Delahaye, B. L.、Sekaran, Uma S.(2001)。Applied business research: Qualitative and quantitative methods。New York, NY。  new window
2.Kotler, Philip T.、Keller, Kevin Lane(2011)。Marketing Management。Upper Saddle River, New Jersey：Prentice Hall。  new window
3.楊錦洲(2009)。服務品質：從學理到應用。華泰文化事業股份有限公司。  延伸查詢new window
4.Guilfold, J. P.(1965)。Fundemental Statististics in Psychology and Education。New York, NY：McGraw-Hill。  new window
5.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.(1995)。Multivariate Data Analysis。Prentice-Hall。  new window
6.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
7.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
其他
1.姜廷宜，佟光英，彭雲宏(2015)。探討公寓大廈管理維護服務業創造共享價值之關係（第九屆不動產管理專業發展論壇暨物業管理研究成果發表會），台北市：國立台灣科技大學。  延伸查詢new window
 
 
 
 
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