Exploring Service Encounter and Service Quality based on the Service Design Concept-Evidence from the Material Library

• Main Authors: Chieh-wen Lu, 盧玠妏
• Other Authors: Tung-Jung Sung
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/2e89ee

碩士 === 國立臺灣科技大學 === 設計研究所 === 99 === Nowadays, service design has becomes a new design discipline which creates useful, usable, and desirable desigsn for the customers, and effective and efficient services for enterprises. And, more and more countries have invested amounts of money and effort into the advanced material libraries (MLs) in national design centers. Therefore, how to provide better services for their customers is a critical issue for these material libraries. Base on the service design point of view, this study aimed to explore the relationship between service encounters and service quality in ML of Taiwan Creative Design Center (TDC). First, the study blueprinted ML’s services to uncover the detailes of the service process. Secondly, this study employed the focus group approach (6 stackeholders) and an in-depth interview with the ML manager of TDC to identify the issues and relationships between service encounters and service quality gaps. Thirdly, the SERVQUAL measure, the study investigated 37 ML members to find out the current service quality provided by the ML of TDC. Then, through the e-SQ (informationm, usability, graphic, privacy and fulfillment) measure, this study examined 36 ML members (24/general members and 12/material-supplied members) to evaluate the perforemance of new service encounter designs. Last, four main findings of this study are: 1) there are Gap1, Gap3 and Gap4 existed in front line, audience, and process of service encounter in ML of TDC; 2) there is a higher degree of dissatisfaction with the “convenient opening hour” under the “empathy” dimension of SERVQUAL; 3) both of two ML member groups highly satisfy with new service encounter designs, and 4) besides privacy, information, usability, graphic, and fulfillment e-SQ dimensions have a positive association with “two-way bulletin board” under new service encounter designs. Finally, the study further suggests some possible ways to solve the issues of service encounters in the ML of TDC, and hopes the above findings can be a helpful reference for any institute that would like to establish the ML in the near future.