A Study on Customer Satisfaction for Book Keeping Industry in Kinmen Using Importance-Performance Analysis

• Main Authors: Cheng-fang Tsai, 蔡誠芳
• Other Authors: Ming-jang Weng
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/24845744155852746478

碩士 === 國立高雄大學 === 高階經營管理碩士在職專班(EMBA) === 103 === Business activities in Kinmen have been booming after declaration of Martial Law ended. In recent years, Taiwanese require a better service quality in business activities. Based on the relationship between bookkeepers in Kinmen and the author of this research, the author has a knowledge background about the competition between bookkeepers and accountants. In order to assist bookkeepers finding their competitive advantage as well as improving their service quality, this research result will be provided to bookkeepers in Kinmen via Importance-Performance Analysis (IPA). In addition, the result will be a constructive foundation for the bookkeepers in Kinmen to improve their service quality. In this research, the author examines how customers in Kinmen think the correlation between the importance of bookkeepers’ service quality and their performance via Importance-Performance Analysis (IPA). The result of this research will be a guideline for bookkeepers in Kinmen to upgrade their service quality. The result also shows customers in Kinmen, in average, are not satisfied with enterprise external and internal environment. The author also made a suggestion about how to improve bookkeepers’ service quality. One suggestion is that bookkeepers in Kinmen may have strategic alliance in order to provide more diverse services. The author believed the scope of this research could expand to main island Taiwan in the near future. The research scope expansion will be an advantage for customers to understand the service quality provided by bookkeepers.