| Summary: | 碩士 === 明新科技大學 === 企業管理研究所 === 95 === Abstract
As the environment is changing and become competitive, the automobile industry in Taiwan has been changed into service-oriented service industry. The service scope of Taiwan’s automobile industry includes sales, repairing, maintenance, automobile guide, etc. Three main objectives in this study are as follows:
1.To find out the important factors of the service quality felt by customers.
2.To find out the difference between the service quality emphasized, the service quality felt, and the service quality expected by customers.
3.To confirm the service quality scale by confirmatory factor analysis.
This study’s result shows that the service quality felt by customers includes service for customers, professional ability, enterprise image, and facility. When comparing the service quality expected with the service quality felt, we find that professional ability, enterprise image, and service for customers show statistical significance. When comparing the service quality emphasized with the service quality felt, we find that professional ability, and customers’privacy show statistical significance.That means service-oriented service factories still have to make progress in the four factors, if they want to satisfy their customers. Finally, we find that the observed data is well fit for confirmatory factor analysis.
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