企業違反服務保證後之服務補救品質量表建構

CCUR > College of Business > Department of International Trade 7 Graduate Institute of International Trade > Thesis > Item 987654321/27508

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/27508

Title:	企業違反服務保證後之服務補救品質量表建構 The Instrument for the Service Recovery Quality after the Firm Violating Service Guarantee
Authors:	黃琪雯
Contributors:	國際貿易學系碩士班
Keywords:	服務保證服務補救品質量表建構 ServiceGuarantee Service Recovery Quality Scale Development
Date:	2006
Issue Date:	2014-06-18 16:05:03 (UTC+8)
Abstract:	本研究主要目的在於發展適合衡量企業違反服務保證後之服務補救品質量表。量表之初步建構，首先進行焦點團體訪談，以獲得企業違反服務保證下，顧客知覺服務補救品質之因素，並採用內容分析法發展成問卷初始問項。隨後經過200位參加過團體套裝旅遊之樣本來純化預試量表題項；經過預試及探索性因素分析後得到正式量表，並再由300位團體旅遊消費者檢驗題項與構面之穩定性，以線性結構關係進行驗證性因素分析。透過上述驗證性結果，結合質化與量化方式，建構企業違反服務保證後之服務補救品質量表。本研究發現與過往服務補救品質滿意度量表之差異，乃是在於本研究因以企業提出服務保證為前提，若一旦發生失誤，消費者會重視業者是否履行服務保證，故增加此構面；此外，第一線服務人員是處理顧客抱怨之重要角色，在本研究獲得進一步證實。本研究透過科學之程序，建構企業違反服務保證之服務補救品質量表，期能作為國內旅行社業者衡量服務補救品質之有效工具。 Service guarantee are provided by many industries. But previous research devel-oped service recovery satisfaction scale don’t suit for the firm providing service guar-antee situation. Thus, the purpose of this study is to develop an instrument for measur-ing the service recovery quality after the firm violating service guarantee. This study employs qualitative and quantitative methods. First, by means of interviewing five focus groups, the item pool is generated. Evaluation of the items is done by content analysis. Then, customers who participated group package tour samples are used to assess the re-liability and validity by exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). There are two important findings in the study. First, if the firm provides service guarantee, customers will think it is important that the firm perform service guarantee after service failure happens. Secondly, the front employees play an important rule on dealing the customers’ complains.
Appears in Collections:	[Department of International Trade 7 Graduate Institute of International Trade ] Thesis

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