Modeling a Multiple Structure System of Evaluation on Service Quality Performance
碩士 === 中原大學 === 企業管理研究所 === 95 === In order to overcome the problem of service quality evaluation which oucers in multiple business units for complexity and large service enterprise and provide top level decision maker an evaluated method which covers global and local situations, this paper used Hie...
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| Format: | Others |
| Language: | zh-TW |
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2007
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| Online Access: | http://ndltd.ncl.edu.tw/handle/67861850967711841630 |
| Summary: | 碩士 === 中原大學 === 企業管理研究所 === 95 === In order to overcome the problem of service quality evaluation which oucers in multiple business units for complexity and large service enterprise and provide top level decision maker an evaluated method which covers global and local situations, this paper used Hierarchy Consistency Analysis developed by Guh(1997) to establish a multiple hierarchy structure and integrate different viewpoints from each person.
Authour first used content analysis to extract 13 criteria which originated from the references on traditional service quality, internal service quality and IT-based service quality（includes on-line service quality）to be the common bottom attributions for different hierarchy structures and then adopted bottom up way to establish four different hierarchy structures of service quality evaluation. Finally, authour surveyed one of well known banks to do the empirical study by HCA for the multiple service quality evaluated model we presented.
In this study, authour not only proposed a flexible and quantification model on service quality evaluation but further discussed the HCA methodology for implication. We find that HCA methodology has advantage for assess different objects under using common criterion.
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