個人服務資訊評比之研究－ 以國內某五星級飯店為例

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題名:	個人服務資訊評比之研究－以國內某五星級飯店為例 A Case Study of the Personal Service Information Evaluation -A Five-Stars Hotel in Taiwan-
作者:	賀志軒 Ho, Chih-Hsuan
貢獻者:	資訊管理學系
關鍵詞:	服務品質服務品質量表職務設計 service quality SERVQUAL scale job design
日期:	2015-07
上傳時間:	2015-08-04 10:28:04 (UTC+8)
摘要:	現今服務業仍以顧客滿意度作為服務品質的調查模式，採納顧客的實際體驗與意見回饋的統計原則下製作問卷調查實施服務品質的確認。然而顧客評估滿意或不滿意的差異取決於顧客本身期望所得到的服務，與顧客實際所感受到服務之間的差距，即藉由受測者得到服務之後所實施的服務結果評比。在服務異質性的定義下，服務品質不能再是單單重視顧客對於結果品質的主觀認知意見，因此本研究提出個人服務資訊評比模式(personal service information evaluation model, PSIEM)，採納全面生產管理管理 (total productive management, TPM)概念，結合PZB的SERVQUAL量表的五大基礎結構延伸而成評比模型，取得服務人員的個人服務資訊，並於組織職務設計時，設定服務人員的能力(skill)標準等項目為參考依據繪製而成該職務的特徵曲線，做比對分析。受訪的結果可判定該服務人員服務品質五大構面的強、弱缺失，搭配針對職務所設計的特徵曲線核對兩者的差異進行討論。以提供組織實施教育訓練的參考依據，並可提升教育訓練的成效，減少訓練成本。 Presently, most service providers evaluate their service quality in accordance with customer satisfaction. In an attempt to survey customer satisfaction, questionnaires are designed based on customers’ feelings and opinions. However, most customers feel either satisfied or unsatisfied based on the difference between their expectations of the services and their impressions of the services. In other words, the survey is designed to assess customers’ feelings after services are rendered to customers. In consideration of service heterogeneity, service quality is no longer assessed based on customers’ subjective impressions of the services. Therefore, this study created a personal service information evaluation model (PSIEM), using total productive management (TPM) model and the five dimensions of PZB SERVQUAL scale to create an assessment model in order to obtain service staffs’ personal information. For comparison and analysis, various job characteristic curves were established in the job design process for all jobs based on a number of factors, such as staffs’ skill criteria. The results obtained from the survey were sufficient to evaluate the advantages, disadvantages, and shortcomings of each service staff in terms of the five dimensions stated above. The differences were verified using the characteristic curve designed for each job, followed by discussions. The discussions served as the reference for the organization to design the training programs, thus improving the training effects and minimizing the training costs.
顯示於類別:	[資訊管理學系暨資訊管理研究所 ] 博碩士論文

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