This research is based on service quality extension model and SERVQUAL (Service Quality Scale), provided by Parasuraman, Zeithaml and Berry (1985,1988,1991), with 7 dimensions and 32 revised items related to service quality and overall satisfaction, to address the service quality gap of Taipower in Penghu area, and the differences in values of service quality level, perceived level and whole satisfaction level which are affected by different background variables, as well as service quality satisfaction level of various special services. In the end, this study proposes conclusion and suggestions to improve Taipower¡¦s management performance in Penghu area and stimulate enterprise on-going development.
This study which sets up the target toward over 20 year-old consumes, the management level and employees of Taipower in Penghu area, is conducted with reference analysis and questionnaire survey. Conclusions are as follows:
1. On the average, in Penghu area, the service quality gap 2, 4, and 5 are significantly different, but gap 1, and 3 are no significantly difference.
2. Gap 6 ¡§the service quality delivered by employees¡§ and ¡§service quality perceived by customers¡¨ are significantly different.
3. On the average, in Penghu area, the management level and employees have significantly different perceptions of the whole service quality.
4. On the average, in Penghu area, the customers and local eletronics service providers have no significantly different perceptions of Taipower's service quality.
5. In Penghu area, the stations of users of Taipower have significantly difference perceptions of Taipower's service quality, the rest and different background variable all has no significantly difference.
6. In different ares, the satisfaction level of users of the different, special services adopted by Taipower is lower than 50%.
7. The satisfaction level from users in Penghu's surrounding islands, about Taipower's service quality, is higher than 50%.
8. Different interviewees have significantly different perceptions of Taipower's media PR and actual satisfaction degree.
Based on conclusions mentioned above, this study provides suggestions as follows:
1. In system level, the unit is whole to combine, activate to organize effect and strengthen operation ability, as well as set up a complete audit and promotion system etc.
2. In management level, the company should use technology to summarize information, build communication and trust mechanism, responding a change, the labor altogether governs etc.
3. In execution level, the company should encourage life-long learning atmosphere, reinvigorate corporate thinking, and reactivate promotion system as well as reward giving etc.
Key words: Penghu area, service quality, satisfaction level, PZB
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0615106-211741 |
| Date | 15 June 2006 |
| Creators | Hsu, Ching-Kuei |
| Contributors | Ming-Rea Kao, Ming-Shen Wang, James |
| 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-0615106-211741 |
| Rights | not_available, Copyright information available at source archive |
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