A STUDY ON THE RELATIONSHIPS OF SERVICE QUALITY, CUSTOMER SATISFACTION,OPORATE IMAGE AND SOCIAL RESPONSIBILITY OF POWER INDUSTRY

• Main Authors: Mu-Lien Chen, 陳木聯
• Other Authors: Shui-Shun Lin
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/34593650687134330019

碩士 === 南華大學 === 管理科學研究所 === 92 === 　　In recent years, in order to cope with the impacts on the future privatization and liberalization of government owned enterprise, power industries are implementing actively with business management concepts and techniques. Taipower is one of the largest government owned enterprises. Therefore, Taipower is working on providing for better service quality, taking social responsibility, and promoting customer satisfaction and enhanced corporate image. It attempts to reach the target of “the remarkably prestigious world-class power utility group.” That is the most important issue to keep the enterprise working. 　 　　The objective of study is to probe：Firstly, the difference among gaps of the service quality of the power industries. Secondly, the relationships among service quality, corporate image, and customers’ satisfaction. Thirdly, the influence which social responsibility has on the corporate image. This study is based on the survey on general users, contractors of electrical equipment, and Taipower’s staff, from two district business offices of Taipower, Jia-yi and Yun-lin, by the use of questionnaire. The conceptual framework complies with PZB model and the SPSS statistics software are utilized to analyze the data. 　 　　After the investigation, statistical analysis, the conclusions are as follows. 1. There is no significant difference from Gap 1 to Gap 3. 2. There is significant difference from Gap 4 to Gap 7. 3. There is a positive correlation among “the service quality which users recognized,” “the whole satisfaction with power industry service,” and “the power industry corporate images.” 4. The “social responsibility” of power industries has significant influence on “corporate image.” 5. There is no significant difference between the users of different attributions, except for their education degree, on the whole satisfaction of service quality.