AN EMPIRICAL ANALYSIS FOR CUSTOMER SATISFACTION OF PUBLIC HOSPITAL, BANK, AND MAINTENANCE FACILITIES BY COMBINING SERVQUAL INSTRUMENT AND FUZZY THEORY

• Main Authors: Kuo–Chang Chen, 陳國璋
• Other Authors: Yung-Chung Chen
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/66066616635524852518

碩士 === 樹德科技大學 === 經營管理研究所 === 95 === In this research, public service sectors of hospital are chosen for empirical analysis. The SERVQUAL scale and fuzzy theory are used to investigate the customer's perceptions of service quality in the public hospital. Public sectors’ service quality is getting more attention due to the higher quality and better service demand from people in the recent years. How to increase customer satisfaction and to improve service quality are more major issues concerned by the public sectors’ mangers. This study collects the assessment topics and items by using factor analysis of service quality for the public sectors. The analysis of the customer’s satisfaction has discovered that there are five dimensions and twenty-one items for the public sector’s service. We try to obtain the specific weights of those aspectsand items by fuzzy theory. As above, the study builds the criteria for service quality of public sector. The evaluation criteria are aimed to strength service contents and to increase service performance for the public sector’s service.