碩士 / 銘傳大學 / 管理科學研究所 / 85 / In service management, there has been increasing emphasis on the potential use of service quality.But less paper is concerned with the labor unions'' service quality. The purpose of this study is try to use the gaps analysis, developed by Parasuraman, Zeithaml and Berry (PZB), to investigate the members'' satisfaction of labor unions.
This paper starts by defining satisfaction of labor unions'' member, then investigates the gap 1 and gap 5 identified by PZB on 1985. At the same time, this paper considers factors that create the members'' satisfaction. The results show that gap 5 exists, while gap 1 doesn''t signifecantly exist.
In addition, four factors, including interface of communication, needs of unions'' members, data management and unions'' image, environment facility and members'' welfare, are extracted and 72.69% of the total variance are accounted for members'' satisfaction through factor analysis.
To conclude, this paper not only investigates the members'' satisfaction but also provides useful informatio for generating improvement directions, which can serve sa a reference for labor unions in managing service quality.
| Identifer | oai:union.ndltd.org:TW/085MCU03457011 |
| Date | January 1997 |
| Creators | Ya, Li-Fang, 楊麗芳 |
| Contributors | Lee, Chuan, Hwang, Shiuh-Nan, 李銓, 黃旭男 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 107 |
Page generated in 0.0084 seconds