An Empirical Study Of Taiwan Water Corporation’s Customer Satisfaction: the 7th Branch As An Example

• Main Authors: Mao-sheng Chuang, 莊茂勝
• Other Authors: H Jason Huang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/78723674014670841925

碩士 === 國立中山大學 === 企業管理學系研究所 === 94 === For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan’s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source. As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated. In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following: 1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC. 2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees’ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead. 3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated. 4. Analysis points out outsourcing services are critical to TWC’s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.