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URN etd-0022116-090852
Author CHUN-JU YEN
Author's Email Address No Public.
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Department Business Management
Year 2015
Semester 1
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Case Study of Service Quality – The Case of A Company
Date of Defense 2016-01-20
Page Count 104
Keyword
  • Service quality gap model
  • PZB
  • Service quality
  • Customer Satisfaction
  • System security
  • Abstract In recent years,a variety of industries have faced the globalization test in Taiwan,while security industry is also faced with the impact and challenges by global competition.Most of industry alert to the policy have great influence on their own business, all of the industry are actively looking for new market niches and to improve service quality in order to ensure competitive advantage.In this study, we used respectively system security industry's managers (manager), service performer (service personnel) and service demanders (customer) tripartite different points of view, and used the three scholars Parasuraman, Berry & Zeithaml (1985) presented the Service Quality Model and Service Quality Gap Model to do empirical study on service quality of system security industry.
      System security industry belongs to franchised service industry distinguished from the service industry category when Parasuraman et al. proceeded the research. In order to coordinate with the industry property, the factors of construct often need to make corresponding adjustment; as a result, the construct factors in this study quoted Christopher and Jochen (2005) eight considering factors for service quality diagnosis in the service industry. After removing the uncontrollable factors, the eight factors were adjusted into five considering constructs to conduct corresponding comparison with the service quality constructs; and, after drawing up the research hypothesis, interviews and surveys were conducted with the interviewees relative with the research subject. Finally, the survey data underwent statistic analysis to understand the condition of service quality and the existing situation of the six gaps in service quality, and verify significance of each influential factor.
      Through expert interviews and empirical methods, this study mainly contributes to diagnosing the case company's service quality condition to seek for improvement strategies to raise customer satisfaction and drawing up questionnaires for service quality survey appropriate for the system security industry. Meanwhile, it aims to serve as the practical reference that helps other system security runners raise service quality. On the basis of the research results, it is found that (1) After the relative items in the questionnaire in this study were modified, both the reliability and validity perform and fit well; (2) the customers agree with satisfaction with the case company's service quality, but there is still growing space for factors in each construct to achieve the standard of "extremely agree"; (3) In regard of service quality gap, Gap 1 does not exist significantly, while Gap 2, 3, and 4 exist significantly; (4) In regard of service quality related analysis, part of the influential factors in Gap 1, 3, and 4 significantly correlate with the construct factors of the service quality. In accordance with the data analysis results, relative improvement recommendations have been proposed to raise service quality and customer satisfaction as the goal of improvement.
    Advisory Committee
  • Hsuan-Yi Chou - chair
  • An-Shou Cheng - co-chair
  • Min-Hsin Huang - advisor
  • Files
  • etd-0022116-090852.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2016-01-22

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