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題名：探討住宅案場的服務品質與顧客滿意度間之關係
書刊名：物業管理學報
作者：陳維東／譚沛珊／李玥瑩
作者(外文)：Chen, Wei-tong／Tan, Pei-shan／Li, Yueh-ying
出版日期：2013
卷期：4:1
頁次：頁1-10
主題關鍵詞：服務品質；顧客滿意度；顧客期望；物業管理；Service quality；Customer satisfaction；Customer expectation；Property management
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(5) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:74
  • 點閱點閱:21
我國物業管理產業目前仍是由不同行業獨立運作於市場，同時也被普遍認為是「公寓大廈維護業」。物業管理產業屬於微利產業，服務價格競爭激烈，造成服務品質普遍低落。對於以服務為主要銷售產品的公寓大廈維護業務而言，顧客滿意度始終是其存活於激烈競爭市場不可輕忽的重點。本研究經由訪談物業管理公司設計住宅服務之問卷，進行模型假設檢驗、管理策略矩陣分析及相關性分析，剖析住宅案場服務品質及顧客滿意度間之關係，再據以研提相應的經營策略。模型假設驗證結果顯示，顧客期望對顧客滿意度及服務品質有正向顯著影響；服務品質對顧客滿意度有正向顯著影響；服務人員對顧客期望有部分正向顯著影響；服務人員對服務品質及顧客滿意度有大部分正向顯著影響。依據管理策略矩陣分析發現，公司需優先改善「總幹事處理停車場不當停置車輛之違規告示」、「總幹事更新公佈欄的告示」、「保全引導停車場的通道及出入口」、「清潔人員維持接待桌面整潔」及「清潔人員清潔茶水間」。依據相關性分析得知，職稱、性別及學歷對顧客期望、服務品質與顧客滿意度並無顯著差異，惟年齡及管服費有其影響，受訪者年齡介於41歲至50歲的影響大於60歲以上。
Property management (PM) in Taiwan is in its beginning stage; yet it lacks sufficient law and market mechanism. Mainly run by individual business from all sectors, the PM industry is yet broadly considered as apartment building maintenance industry. With its fierce competition in price, the PM industry is thus characterized as lower marginal profitability resulting in lower service quality (SQ). For a business mainly providing service as product for sale, customer satisfaction (CS) is a key concern that can’t be overlooked for the industry to survive in competitive market. In this study, a questionnaire is distributed to residents of apartment building. The relationship between SQ and CS is explored using Hypothesis-Testing (HT), Strategic Matrix Analysis (SMA), and Correlation Analysis (CA). In accordance with HT, customer expectation (CE) has positive influence on CS and SQ; SQ has positive influence on CS; service personnel have positive influence on CS partially; service personnel have positive influence on SQ and CS mostly. According to SMA, items need to be improved urgently including official notes of violated parking, bulletin board updating, parking lot's passageways and exits guidance, clean maintenance of reception table, and tea-stall clean. Finally, based on the results of CA, position, gender and education background have not significant influence on CE, SQ and CS while age and management costs both have significant influence. Respondents with age between 41-year-old and 50-year-old have larger influence on CE, SQ and CS than those excel 60-year-old.
期刊論文
1.呂俊德、陳芳萍(20091200)。訂貨過程滿意度對實現過程滿意度之研究--以價格滿意度為中介變數。電子商務研究，7(4)，429-450。new window  延伸查詢new window
2.曹禮和(2007)。顧客滿意度理論模型與測評體系研究。湖北經濟學院學報，5(1)，115-119。  延伸查詢new window
3.Dagger, T. S.、Sweeney, J. C.(2007)。Service quality attribute weights: How do novice and longer-term customers construct service quality perceptions?。Journal of Service Research，10(1)，22-42。  new window
4.Forsyth, P. J.(2007)。A conceptual framework for studying customer satisfaction in residential construction。Construction Management and Economics，25(2)，171-182。  new window
5.Forsythe, P.(2008)。Modelling customer perceived service quality in housing construction。Engineering, Construction and Architectural Management，15(5)，485-496。  new window
6.Hoxley, M.(2007)。The fee tendering and service quality issue revisited。Property Management，25(2)，180-192。  new window
7.Pollack, Birgit Leisen(2008)。The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers。Managing Service Quality: An International Journal，18(6)，537-558。  new window
8.Torbica, M.、Stroh, R. C.(1999)。Impact of total quality management on home-buyer satisfaction。Journal of Construction Engineering and Management，125(3)，198-203。  new window
9.Torbica, M.、Stroh, R. C.(2001)。Customer satisfaction in home building。Journal of Construction Engineering and Management，127(1)，82-86。  new window
10.Maddern, H.、Maull, R.、Smart, A.、Baker, P.(2007)。Customer satisfaction and service quality in UK financial services。International Journal of Operations & Production Management，27(9)，999-1019。  new window
11.Ueltschy, L. C.、Laroche, M.、Eggert, A.、Bindl, U.(2007)。Service quality and satisfaction: An international comparison of professional services perceptions。Journal of Services Marketing，21(6)，410-423。  new window
12.林秀芬(20060900)。應用模糊層級分析法於網路商店服務品質評估之研究。電子商務學報，8(3)，347-372。new window  延伸查詢new window
13.Tsoukatos, E.、Rand, G. K.(2006)。Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance。Managing Service Quality: An International Journal，16(5)，501-519。  new window
14.Garvin, D. A.(1984)。What Does 'Product Quality' Really Mean?。Sloan Management Review，26(1)，25-43。  new window
15.周泰華、黃俊英、郭德賓(19990300)。服務品質與顧客滿意評量模式之比較研究。輔仁管理評論，6(1)，37-67。new window  延伸查詢new window
16.鄧維兆、李友錚(20070300)。北投溫泉旅館關鍵服務品質屬性確認--Kano模式與IPA之應用。品質學報，14(1)，99-113。new window  延伸查詢new window
17.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
18.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
19.Müller, Wolfgang(1991)。Gaining competitive advantage through customer satisfaction。European Management Journal，9(2)，201-211。  new window
20.Jaiswal, A. K.(2008)。Customer Satisfaction and Service Quality Measurement in Indian Call Centres。Managing Service Quality: An International Journal，18(4)，405-416。  new window
學位論文
1.施乃元(1995)。集合住宅管理維護經費分擔之研究：以六個臺北市個案為例(碩士論文)。國立臺灣大學。  延伸查詢new window
2.洪子茵(2002)。台北市集合住宅管理維護模式之研究(碩士論文)。國立政治大學。  延伸查詢new window
3.高瑞新(2006)。以﹝PZB服務品質缺口模型﹞探討警察服務品質之研究--以高雄港務警察局為例(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
4.楊智凱(2005)。公寓大廈維護管理公司服務品質之研究--以新竹地區為例(碩士論文)。中華大學。  延伸查詢new window
5.蔡昌益(1999)。公寓大廈管理維護公司於住宅大樓服務品質之研究(碩士論文)。國立雲林科技大學。  延伸查詢new window
圖書
1.Lehtinen, U.、Lehtinen, R. J.(1983)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
2.Lovelock, C. H.(1984)。Positioning the service organization in the marketplace, services marketing。Englewood Cliffs, NJ：Prentice-Hall。  new window
3.Evans, J. R.、Lindsay, W. M.(2002)。The management and control of quality。Cincinnati, OH：South-Western College Publishing。  new window
4.Kotler, P. H.(2003)。Marketing Management: An Asian Perspective。Englewood Cliffs, NJ：Prentice-Hall。  new window
5.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
6.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
7.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  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.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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