| Summary: | 碩士 === 華夏科技大學 === 資產與物業管理研究所 === 105 === ABSTRACT
Sustainably increasing trends of department store industry in Taiwan as taken for proportion among services industry in recent years indicated that, department store industry purchased by consumers is more growth than any other industries, importance of consumers’ department store services quality herein is what to be worth discussion. Such study applies to Five Structure Sheet raised by Parasuraman et al (1988) as theoretic basis, as well as applies to samples from department store industry’s product, authority and experts, make three-stage expert’s questionnaire. Firstly, the Study relies to pre-test questionnaire by expert for what extents about guidelines to balance innovative services quality. Secondly, it applies to expert questionnaire done by LiKe’s rules and factor analytic process, so that guidelines are summarized in Five Factor Structure for services quality and set up hierarchy structure. Thirdly, it applies to expert questionnaire by Analytic Hierarchy Process (AHP), so that this analyzes for priorities for all indexes under hierarchy structure and takes corrective actions.
Such Study evidencing result shown that weighting of five hierarchies about services quality consists of tangibility of 30.9%, reliability of 25.7%, reactivity of 12.9%, assurance of 19.3% and care of 11.2% in order. Fourthly, after integral sequencing all indexes through hierarchy serial weighting, such Study selected Top Ten of Crucial Guideline of Innovative Services Quality about Department Store Industry, and proposed to offer department store employees and its responsible bodies for reference when they draft innovative services quality about department store industry.
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