The Study of Service Quality Scale Developing Method and Procedure

• Main Authors: Chi-Wen Chou, 周繼文
• Other Authors: Lee-Ing Tong
• Format: Others
• Language: zh-TW
• Published: 1995
• Online Access: http://ndltd.ncl.edu.tw/handle/06532105782568224548

碩士 === 國立交通大學 === 工業工程研究所 === 83 === Parasuraman，Zeithaml and Berry 構建了第一個衡量服務品質的量表— 「SERVQUAL」，以提供各類服務業作為衡量服務品質的工具。然而，一些 學者以其它不同的服務業進行實證的結果，卻提出了不同的結論。基於多 位學者對「SERVQUAL」量表實證結果的不一致，使得各類不同的服務業不 宜直接以「SERVQUAL」量表來衡量其服務品質，而應從各行業的服務特性 來建立適用於其本身的服務品質量表。本研究根據各文獻的建議，參考 PZB 發展構建「SERVQUAL」量表的程序，並藉助模糊理論具有可彌補傳統 社會科學研究精確性與真實性不足的優點，提出一個完整的服務品質量表 之發展方法與程序，以作為各類服務業構建其服務品質量表之依據。驗證 研究以「醫院服務品質」為對象，以所提出之服務品質量表構建程序，順 利地構建了一個由「醫療設施有形性」、「服務有形性」、「親和可靠性 」及「安全性」四個服務品質構面，總共17個服務項目之醫院服務品質量 表，證實了本研究所提出方法之可行性及有效性。 Parasuraman, Zeithaml and Berry (PZB, 1985) constructed the first service quality scale "SERVQUAL" to provide measurement of service quality for all of the service industry. Demonstrations using some different kinds of service industry, however, arrived at inconclusive measurements. Therefore, a specific service quality scale based on a specific business industry was constructed instead. This used a single "SERVQUAL" scale to measure all kinds of different varieties in the service industry. The procedure developed by PZB to construct the "SERVQUAL" scale was used in addition to the "Fuzzy Theory". With the Fuzzy Theory''''s advantage of compensating the lack of precision and reality in traditional, sociological research, an integral procedure of a service quality scale for all kinds of service industry was developed. The research model presented is of "Hospital Service Quality." Based on the proposed procedure to develop a specific service quality scale, a hospital service quality scale was formulated. This consisted of four service quality dimension: "Hospital facility concreteness," "Service concreteness," "Obligingness reliability" and "Security" in seventeen service items. The feasibility of the proposed procedure was supported through this model.