資料載入中.....
|
請使用永久網址來引用或連結此文件:
http://nhuir.nhu.edu.tw/handle/987654321/23223
|
| 題名: | 服務品質、員工能力、顧客價值因素之探討－以台中市美髮業為例 |
| 其他題名: | The Research Abstract of Image, Quality of Service, and Customer Satisfied of Individual Café |
| 作者: | 蘇香琪
Su, Hsiang-Chi |
| 貢獻者: | 企業管理學系管理科學碩博士班
郭東昇
Tung-Sheng Kuo |
| 關鍵詞: | 顧客價值;員工能力;服務品質
customer value;staff capacity;service quality |
| 日期: | 2015 |
| 上傳時間: | 2015-08-26 14:15:46 (UTC+8) |
| 摘要: | 目前台灣的服務產業結構中，隨著經濟的成長而快速提升，對於美髮服務業的業者而言，為了要鞏固原有的客源，美髮業者透過服務品質、員工能力，來提昇消費者的滿意度。 本研究目地在了解美髮沙龍的店家服務品質、員工能力、顧客價值因素等構面問題。研究以問卷調查方式，在台灣中部地區的美髮沙龍店為研究對象，發放問卷350份回收300份，問卷回收率85％，並以SPSS及IPA為統計分析工具，並針對樣本資料進行信度分析。 本研究從服務品質、員工能力、顧客價值因素三個構面延伸研究。根據文獻及問卷調查方式，以台中市的美髮店的消費族群為研究對象，發放問卷350份回收300份，問卷回收率85％，並以SPSS及IPA為統計分析工具。本研究發現:(1)填答者對美髮店重視度及滿意度三大因素為「服務品質」、「員工能力」、「顧客價值」各因素之間均存在顯著性相關(2) 不同人口統計變項消費者，對店家服務品質重視程度上具有顯著差異(3) 不同人口統計變項消費者，其於店家服務品質事後體驗具有顯著性差異(4)透過IPA之分析結果，可得知「保留原狀」、「立即改善」及「重視」各象限中的變項，提供經營者以最少金額投資到正確的地方，有效提升顧客滿意度。
Regarding the current structure of the services sector in the Taiwan economy, along with rapid economic growth and improvement, businesses in the hair salon industry have to improve customer satisfaction by working on the quality of services and employee skills in order to retain existing customers. This study aims to investigate issues in relation to local hair salons’ quality of services, employee skills, and customer value. Employing the questionnaire survey method, this study chose hair salons in Central Taiwan as objects of study and handed out a total of 350 questionnaire copies. 300 out of the 350 distributed questionnaire copies were returned, making an 85% questionnaire return rate. Further, SPSS and IPA were used as instruments for statistical analysis and analyzing sample data’s reliability and validity. With research problems which extend from the three aspects including quality of services, employee skills and customer value, this study employed literature review and the questionnaire survey method, chose customers of hair salons in Taichung City as objects of study, handed out a total of 350 questionnaire copies, collected 300 out of the 350 distributed questionnaire copies, made a 85% questionnaire return rate, and used SPSS and IPA as instruments to perform statistical analysis. As indicated by research findings, (1) “quality of services”, “employee skills” and “customer value” are the three main factors in relation to the level of importance that questionnaire respondents attach to hair salons and the level of questionnaire respondents’ satisfaction, and there is a significant correlation between each of these three factors. (2) Customers with different demographic variables demonstrate significant difference in the level of importance that they attach to the quality of hair salon services. (3) Customers with different demographic variables demonstrate significant difference in hair salons’ quality of services and post hoc experience. (4) According to results of IPA analysis, variables in the quadrants “keeping the status quo”, “making immediate improvements” and “attaching importance to” enable businesses to invest in right places with minimum capital and effectively improve customer satisfaction. |
| 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
|
文件中的檔案:
| 檔案 |
描述 |
大小 | 格式 | 瀏覽次數 |
|---|
| 103NHU00457028-001.pdf | | 1491Kb | Adobe PDF | 279 | 檢視/開啟 | | index.html | | 0Kb | HTML | 293 | 檢視/開啟 |
|
在NHUIR中所有的資料項目都受到原著作權保護.
|
