Service quality plays an important role in business performance, low cost, customer satisfaction, customer royalty and making profit. Now, the free market of Independent Power Project has a significant impact on Taiwan Power Company (TPC), and TPC will have more competitions in the future. In order to retain the current customers, TPC should provide the service quality which meets the need of customer more, and raise the level of customer satisfaction thus. This research studies the correlation between the service quality of electricity industry and customer satisfaction. It is based on PZB model of service quality and customer satisfaction and the objects are the customers of TPC in Science Park.
The mains conclusions are shown as the following:
1. For those customers in the Science Park, there is significant difference between the expected service quality and the perceived service quality in electricity industry.
2. There is no significant difference between the expected service quality from Science Park customers and the management perceptions of consumer expectations in electricity industry.
3. There are four dimensions are extracted to evaluate the service quality of electricity industry, including reliability, empathy responsiveness, convenience assurance, and tangibles. To evaluate the customer satisfaction, there are two dimensions extracted, including the staff service and total satisfaction and service value.
4. The convenience assurance and tangibles dimensions in perceived service have positive influence on customer satisfaction.
5. The convenience assurance dimension in expected service have positive influence on customer satisfaction.
6. The convenience assurance and tangibles dimensions in perceived service quality have positive influence on customer satisfaction.
7. This research compares two evaluating models of service quality, including the ¡§SERVQUAL¡¨ and ¡§SERVPERF¡¨. In the result of regression analysis, the ¡§SERVPERF¡¨ has higher interpretation ability in customer satisfaction (55.3%).
8. These statistic variable of customer population including ¡§Science Park site¡¨, ¡§contract capacity¡¨, ¡§use tally High tech industry SEMIF47 production machine¡¨, ¡§install prevents the voltage to plummet equipment¡¨, and ¡§install Uninterruptible Power Supply¡¨, have significant difference on customer satisfaction.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0611107-204415 |
| Date | 11 June 2007 |
| Creators | Sun, Chih-Min |
| Contributors | Tsuang Kuo, Jen-Her Wu, Hsien-Tang Tsai, Iuan-Yuan Lu |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0611107-204415 |
| Rights | off_campus_withheld, Copyright information available at source archive |
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