| Summary: | 碩士 === 義守大學 === 管理研究所碩士班 === 95 === In the intense competition of the modern day environment, in order for those in the industry to be outstanding, one would need to devote to maintain the customer relationship. Besides, the gas stations are grown up fast in Taiwan in the recent years. The competition between gas stations is getting intense. How to measure the service quality to achieve the goal of increasing customer satisfaction and customer loyalty is one of the most concerned issues to the gas station’s managers.
This research is utilizing article “One More Time: How Do You Satisfy Customers?” that published by scholar Naumann and Jackson in 1999 Business Horizons, to make use of the mode of Hertzberg’s two-factor theory that is internal customer frame apply to external customer. This study uses critical incident technique to explore the sources of customer’s satisfaction and dissatisfaction at the gas station service encounters. And analyze the language etymology by content analysis, obtaining satisfaction and dissatisfaction factors. The findings demonstrate the quantification model although is unable to completely fit in with two factors classification frames in service construction that published by Naumann and Jackson(1999), or can point out some practicable directions of living example in “two-factor theory of customer satisfaction”,and for the managers of gas stations to improve service quality.
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