| Summary: | 碩士 === 國立中山大學 === 企業管理學系研究所 === 96 === Abstract
Power electricity is the main energy for steel factory, the service quality on power dispatch to be linked with the whole performance of steel factory, face more serious challenge from the global competition, for managing the competition of inner and outer environment and creating corporate competitive advantages, how to provide higher service quality to reach customer satisfaction, become the key performance index for Power Dispatch Department in the future.
This study represents an empirical assessment of service quality and customer satisfaction. The main structure and assessment are based on the PZB conceptual mode of service quality evaluation form “ SERVQUAL ” and customer satisfaction theory, research objects are the customers of power consumer in steel factory, the study explored the relationship among customer satisfaction, service quality, corporate image, and price.
The main conclusions are as follows:
1. Service quality has a positive effect on customer satisfaction; Corporate image and price of service have positive effect on customer satisfaction; The price of service directly influences service quality.
2. There are five dimensions extracted to evaluate the service quality on power dispatch, including reliability, empathy, responsiveness, assurance and safety tangibles. To evaluate the customer satisfaction, there are two out of five dimensions were statistically significant related to customer satisfaction.
3. The impact on customer satisfaction, the corporate image is the most important factor to customer satisfaction, service quality next and price last from this study.
4. This research compares SERVQUAL and SERVPERF evaluating models of service quality, the result is “ SERVPERF ” has higher explanation ability (42.2%) on customer satisfaction, and empathy is a more important factor than responsiveness , but this is reverse of SERVQUAL.
5. Partial demographic statistics variable have significant differences to service quality, price, Corporate image, and customer satisfaction.
Keywords: Service quality, Customer satisfaction, Corporate image
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