Verifying Study of Service Quality Gap and Operation Performance of Security – Using Capital Security as Example

碩士 === 靜宜大學 === 企業管理研究所 === 92 === The study intends to use “quality of service” as a beginning point on applying the conceptual mode of service quality proposed by PZB (1985) in case study of business diagnosis of one un-participated and independent security – Capital Security. The objectives are t...

Full description

Bibliographic Details
Main Authors: Pi-Yin Huang, 黃璧吟
Other Authors: Hsin-Der Chen
Format: Others
Language:zh-TW
Published: 2004
Online Access:http://ndltd.ncl.edu.tw/handle/88272141816772082134
Description
Summary:碩士 === 靜宜大學 === 企業管理研究所 === 92 === The study intends to use “quality of service” as a beginning point on applying the conceptual mode of service quality proposed by PZB (1985) in case study of business diagnosis of one un-participated and independent security – Capital Security. The objectives are to understand if service quality gap the broker business units of the targeted company, “Capital Security”, is significantly existent, if service quality gap and its relationship with operation performance are affected by different census statistic variables, as well as to examine the status of service quality of the targeted company. The study will also present a feasible solution that the targeted company may adopt for improving its service quality, thus, its service content and its competitive ability against financial holding securities and major securities can be enhanced. Three conclusions are derived from all verified results as follows: Conclusion 1: By the t test results, quality-deficiency 5 of service, deficiency 1 and deficiency 3 are on the significant average, but deficiencies 2 and 4 are below the significant average. Conclusion 2: By the analysis results of ANOVA, different census statistic variable of branch managers only affects deficiency 1, while that of the frontline operators affects both deficiencies 3 and 4. Conclusion 3: By the related analysis of Pearson, it is found that only the number 2 of the 5 deficiencies has no apparent influence on the 9 indicators of operation performance, while the rest of deficiencies have significant and proportional influence on partial indicators of operation performance.