Assessment and monitoring model of service quality

• Main Authors: Tsang-Chuan Chang, 張倉銓
• Other Authors: Kung-Jeng Wang
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/14955681868266349363

博士 === 國立臺灣科技大學 === 工業管理系 === 103 === Service has become the key to industrial development in the economic system. Thus, service quality is regarded as the critical factor in obtaining competitive advantage in servitized industries. However, service and physical products differ fundamentally, and the voice of customers is generally fuzzy and non-quantitative, often leading to errors in the measurement of service quality. For this reason, this dissertation applied fuzzy linguistic scale in a questionnaire to gauge the satisfaction of customers towards individual service items as well as their overall satisfaction. Combining the correlation between the two with satisfaction performance, we constructed a service performance influence matrix (SPIM) to identify service items of poor quality. Furthermore, in response to limited resources and the highly competitive environment today, we employed the SPIM to compare the performance of the company with that of its competitors. We prioritize multiple service items needing improvement to provide the service-oriented company with a reference that enables them to formulate improvement strategies to enhance service quality and increase corporate competitiveness in an efficient manner. Unfortunately, the process of providing services includes a number of variables that are difficult to control. Hence, ensuring and monitoring service quality is an important issue. This dissertation further proposes a service performance control chart to assist company management in the timely monitoring of customer dissatisfaction to ensure that service quality improved is being maintained.