| Summary: | 碩士 === 國立臺灣科技大學 === 企業管理系 === 97 === The influence factors of uncertain information transmission on service quality & customers’ satisfaction in the interior design service industry.
It has long been aware that the final decoration work is the product delivered to the end users in the interior design industry. Thus, the operation of interior design is recognized as the work completed. The service quality is always an important subject in the service industry. The goal of service industry is to satisfy the customer requirements, to create its value and to establish its excellent and vertical quality reputation from the markets, its character is even more apparent in the design service industry. However, the service character of interior design is different with the visible products from manufacturing. Especially, it is hard to identify its quality. The intangible service of interior design is more subjective and complicated than the visible service of product design, even much harder to recognize its distinct. To run business of interior design, it is tough for the owner to manage its service quality. Usually, the sensibility is good or no good will only be acknowledged when the final concrete environment has been displayed. Thus, positive or negative words to the final work will deeply affect the company image, even impact the company survival. It is so-called words of mouth from the market. The client can feel its service quality during the designing process; he will identify it only when the final achievement has received. The interior designer should carefully study to lower down the uncertainty in the information transmission to minimize the recognition gap, and expect to get a positive satisfaction from the client to acquire his higher loyalty. So, the positive reputation from the market has been accumulated. It is regarded as a key factor.
The study is to research the integrated bids of interior design; simultaneously, it has also referred to the project management flow of interior design. The five stages have been defined when the interaction was undergoing by the participation of the client: the communication of requirement, initial design, detail design, construction management, inspection and warranty. Based on the theory of service quality gap from Parasuraman, Zeithaml and Barry, their concept has been adopted as the skeleton of the study. The five key gaps have been applied into the study; its structure has continuously been modified through the cases study and the results of deep interviews. To analyze service quality and customer satisfaction of interior design, as the evaluation of its uncertainty in service quality. Trying to set the structure among uncertainty transmission, service quality, customer satisfaction, their relationship need to be further studied.
The study focuses on service character of interior design, we finally know the customer satisfaction which consists of two frameworks: one is horizontal satisfaction to the finished artworks, another is the client has established his recognition to quality satisfaction by the process of communication and transmission, the uncertainty transmission in the industry of interior design was mainly originated from the dissymmetric information by different professional background. Lots of variables are generated in the process of transmission. They are the factors to impact the quality acceptance and customer satisfaction. The study is to follow the project interaction flow orderly. To seek the key factor, which might create service quality gap, it influenced the connection between service quality and the satisfaction by different phases. During the service enforcement, the designer offers his service content to the client; the recognition gap has been showed by the interaction. The perception to the service quality from the client, it will develop to the customer satisfaction sequentially by different phases. The general satisfaction has finally generated after the client used the function of self- feedback. The judgment of reputation to the designer will be formed by the client. Therefore, the good service of interior design required a professional operation and good communication to be interactively transmitted. Moreover, the reasonable recognition and respond from the client will naturally shape a good cycle. Thus, it will lead to a positive service reputation.
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