The case studies of the service quality for comprehensive customers by the application of the PZB mode

• Main Authors: Ssu-Min Huang, 黃思敏
• Other Authors: Te-Hsin Hsieh
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/10163708537421660402

碩士 === 高苑技術學院 === 經營管理研究所 === 93 === The study uses research model of PZB service quality （Parasuraman, Zeithaml & Berry, 1985）, according to the evaluation of satisfaction, to compare the opinion and current status of internal customers （employee） and external customers （consumers） between two individual cases, bakery （K company） and appliance （C company） industries, respectively. For analyzing statistics we use the following methods: descriptive statistic, validity analysis, reliability analysis, t-Test, one-way ANOVA to apply to this study. The results show that （in the whole factor parts）, in the Expected part, the employee for both cases give more weight to the Perceived Control （GAP3） aspect （i.e., control over pressure）. In the Perceived part, the employee in the K company are less satisfied with Marketing Research Orientation （GAP1） aspect （i.e., research the genuine service style that consumers look forward to）. As for the C company, the employee are less satisfied with the Task Standardization （GAP2） aspect （i.e., transform customers’ anticipation to the standard of service quality）. By the Service Quality GAP5 part, in the Expected part, the consumers pay more attention on the Assurance aspect （i.e., knowledge and courtesy of employee） for the K company. As for the C company, the consumers focus on the Reliability aspect （i.e., ability to perform the promised service）. In the Perceived part, the consumers for the two individual cases are not satisfied with Empathy aspect （i.e., caring, individualized attention the firm provides its customers）. In summary, several suggestions are proposed, such as how to build a positive interaction to dwindle service quality gaps between employee and consumers.