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| 題名: | 服務失誤、服務補救及認知公平對顧客滿意度影響之研究－以自來水公司第五區管理處為例 |
| 其他題名: | A STUDY ON RELATIONSHIP AMONG SERVICE FAILURE, SERVICE RECOVERY, PERCEIVED JUSTICE AND CUSTOMER SATISFACTION--AN EXAMPLE OF THE FIFTH BRANCH OF TAIWAN WATER CORPORATION |
| 作者: | 龔錦章
Kung, Chin-chang |
| 貢獻者: | 企業管理系管理科學碩博士班
莊鎧溫
Kai-wayne Chuang |
| 關鍵詞: | 認知公平;顧客滿意度;服務失誤;服務補救
Perceived Justice;Service Failure;Service Recovery;Customer Satisfaction |
| 日期: | 2010 |
| 上傳時間: | 2015-03-10 16:18:04 (UTC+8) |
| 摘要: | 自來水公司的經營方向，由早期配合國家政策以提升自來水普及率為主要經營導向，至目前以服務為導向，希望達到以客為尊的現代化企業。在面臨以顧客為導向行銷時代來臨之際，消費者需求倍受重視，而在企業重視如何將最佳的服務提供給顧客外，更應注意在服務失誤產生時，要如何做補救，因為當服務失誤產生，適當的服務補救可以修復顧客的滿意度，另外顧客對服務補救的反應會受到認知公平的影響。所以本研究目的為探討自來水公司服務失誤、服務補救及認知公平對顧客滿意度之影響。 本研究採問卷調查法，以自來水第五區管理處服務轄區十六個服務所之自來水使用顧客為研究對象，並採spss軟體做為統計分析工具，針對樣本資料做因素分析、信度分析、描述性統計、T檢定分析、單因子變異數分析、相關分析、迴歸分析；彙整本研究主要發現如下：1.人口統計變數中年齡層與政策核心服務失誤、職業與認知公平、性別及自來水使用時間與顧客滿意度均有顯著差異。2.工作人員服務失誤以「帳單未收到或延遲收到」為最高。政策核心服務失誤以「服務人員曾發生延遲服務的情形」為最高。3.服務補救中實質補償方面，以「公司對客戶失誤加以補償並以退費方式處理」為最高。心理補償以「服務人員提出原因向我說明清楚」為最高。顧客整體滿意度以「自來水公司員工電話禮貌的整體滿意程度」最高。4.服務失誤、服務補救、認知公平及顧客滿意度各構面之相關分析各構面間均有極顯著正相關。 5.服務失誤、服務補救、認知公平、補救後顧客滿意度各構面迴歸分析各構面間均達極顯著影響。
Since the future direction of the water company's operations, from the early support the national policy to enhance the rate of tap water as the main business-oriented to service-oriented now, We hope to achieve customer- oriented modern enterprise. With the coming age of facing customer-oriented marketing occasion, consumer demand is much emphasized, and in the corporate emphasis on how to provide the best service to customers, the more attention on service failure, how to make amends because when service failures arise, the appropriate remedy can be restoration of the customer satisfaction, Besides customer service response will be to remedy the impact of perceived justice. Therefore, this study aims to explore the water company service failures, remedial services, and cognitive impact of fairness on customer satisfaction. This study used questionnaires to investigate the customers water used under the sixteen service area from the Fifth Branch as the research object, and adopted as a statistical analysis tools- spss software for sample to do factor analysis, reliability analysis, descriptive statistics, T test analysis of variance analysis, correlation analysis, regression analysis; from this study were as follows:1. Demographic variables, age and policy core service failure, occupational and cognitive equity, gender and water use of time and customer satisfaction are significant. 2. Staff Service Failure to ＂non- receipt or delayed receipt of the bill＂ is the highest. Core service failure policy is high in ＂service personnel have been delayed to these services,＂. 3. Service recovery in the compensation t is the highest o ＂failure to compensate the company to customers and to refund approach,＂ Psychological compensation is high for ＂service officer to explain to me clearly the reasons for＂ the highest. Overall customer satisfaction in order to ＂water company employee phone courtesy of overall satisfaction,＂. 4. Service failure, service recovery, perceived justice and customer satisfaction associated with each dimension of each dimension were highly significant positive correlation. 5. Service failure, service recovery, perceived justice, redress the dimensions of customer satisfaction after the regression analysis among various dimensions were highly significant. |
| 顯示於類別: | [企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-管理科學碩博士班
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