| Summary: | 碩士 === 國立高雄師範大學 === 成人教育研究所在職專班 === 94 === Research on the Service Quality and Customer Satisfaction of LPG Filling Plant － A Case of Study of Kaohsiung City, Kaohsiung County and Pingtung County
Student：Richard Chan Advisor：Dr. Tingyang Liu
Master Program of Organization Development and Leadership
for Graduate Institute of Adult Education
National Kaohsiung Normal University
ABSTRACT
Liquefied petroleum gas（LPG）is one of the most important energy resources in our country. More than 55％ of the households use LPG as gas fuel. LPG Distributing plants and retailers are the key connections of Taiwan’s domestic distribution channel of LPG. This research uses surveys to analyze the service quality and its customer satisfaction of a LPG distributing plant for the area of Kaohsiung City, Kaohsiung County and Pingtung County. The survey follows the PZB model to compose the questionnaires. The samples of the survey were random chosen from people who work for retailers. Totally, 670 copies of the surveys were sent. Among the 348 returned surveys, 313 were valid which is about 89.94％.
The survey contains five areas: tangibility, reliability, responsiveness, assurance and empathy. After analyzed the survey, we found, the overall customer satisfaction of the LPG distributing plant is better than fair. In the areas of tangibility, reliability, and assurance, customer’s satisfaction is better than good. In the areas of responsiveness and empathy, the satisfaction is only fair.
From the results of the survey, we suggest that the LPG distributing plant needs to simplify its service procedures, to provide customer service training to its employees, and finally to pay attention to customer’s feedback and reply to those feedbacks in time. The plant also needs to contact its customers in a regular basis. We recommend that the LPG distributing plant constantly evaluates its customer satisfaction in order to know what customer needs.
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