電業服務品質與服務失誤之探討-以台電桃園區營業處為例; Service Quality and Service Failure of Power Industry- Taoyuan Branch

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题名:	電業服務品質與服務失誤之探討-以台電桃園區營業處為例;Service Quality and Service Failure of Power Industry- Taoyuan Branch
作者:	袁筱茹;Shiau-ru Yuan
贡献者:	工業管理研究所碩士在職專班
关键词:	服務品質、服務藍圖;Service Blueprint;Service Quality
日期:	2009-06-16
上传时间:	2009-09-22 14:15:20 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	台電公司在電業自由化的衝擊之下，除了提供更穩定充足、高品質的電力之外，經營電業市場、保持龍頭地位的關鍵因素之一便是服務品質，唯有提供良好的服務品質才能提高用戶的滿意度。本研究以PZB服務品質模式為基礎，針對台電桃園區營業處轄區高壓用戶、電器承裝業與台電公司員工為研究對象，探討電業服務品質並找出造成服務品質缺口的原因。研究結果發現，高壓用戶在有形性與安全性構面有較高的滿意度，電器承裝業在確實性與安全性構面有較高的滿意度，而二者均在反應性構面有較低的滿意度；另外，高壓用戶與員工、電器承裝業與員工之間在信賴性構面上均有顯著差異；若從部門別角度來看，工務部門在各項服務品質構面中均有顯著的差異，故推論在工務部門存在服務品質缺口。因此，進一步以服務藍圖為分析工具，找出服務流程中的失誤點，分析後將原因歸納成台電原因、用戶原因與其它原因，並針對服務失誤提出改善建議。 Taiwan Power Company (TPC) is encountering the impact of electricity liberalization. Not only enough and steady-offered electricity, but also providing good service quality is critical to obtain the market share and satisfy customers’ need. It is based on PZB Service quality model in this thesis, and we choose high-tension customers, electric companies and the employees working at TPC Taoyuan branch as research objects. The objective is to find out the gaps of service quality and propose the suggestions for them. From the research we have conclusions as below: high-tension customers are satisfied with the safety and tangibles dimensions, while electric companies are satisfied with the assurance and safety dimensions. Both high-tension customers and electric companies are dissatisfied with the responsiveness dimension. Between high-tension customers and employees of TPC, there is a gap on the reliability dimension. Between electric companies and employees of TPC, there is also a gap on the reliability dimension. From the aspect of department, there is discrepancy with construction department on all dimensions. After the analysis of questionnaire, we draw the service blueprint of TPC to find out service failure points, and propose the suggestions to fix them.
显示于类别:	[工業管理研究所碩士在職專班 ] 博碩士論文

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