Service Quality and Service Failure of Power Industry- Taoyuan Branch

• Main Authors: Shiau-ru Yuan, 袁筱茹
• Other Authors: Yingchieh Yeh
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/59959712435849860419

碩士 === 國立中央大學 === 工業管理研究所碩士在職專班 === 97 === Taiwan Power Company (TPC) is encountering the impact of electricity liberalization. Not only enough and steady-offered electricity, but also providing good service quality is critical to obtain the market share and satisfy customers’ need. It is based on PZB Service quality model in this thesis, and we choose high-tension customers, electric companies and the employees working at TPC Taoyuan branch as research objects. The objective is to find out the gaps of service quality and propose the suggestions for them. From the research we have conclusions as below: high-tension customers are satisfied with the safety and tangibles dimensions, while electric companies are satisfied with the assurance and safety dimensions. Both high-tension customers and electric companies are dissatisfied with the responsiveness dimension. Between high-tension customers and employees of TPC, there is a gap on the reliability dimension. Between electric companies and employees of TPC, there is also a gap on the reliability dimension. From the aspect of department, there is discrepancy with construction department on all dimensions. After the analysis of questionnaire, we draw the service blueprint of TPC to find out service failure points, and propose the suggestions to fix them.