| Abstract: | 在全球化的浪潮與企業競爭日益激烈的環境下，除了產品品質、價格的競爭外，廠商彼此間更強調服務水準的競爭，特別是關於售後服務的提供，往往是整體服務水準競爭的核心。本研究以資訊電子產業的維修中心作為研究對象，利用品質機能展開法系統化探討售後服務之顧客需求及服務品質技術。
研究論文除參考服務品質等相關文獻外，並與維修中心主管及專家意見編製問卷，調查對象以資訊電子產品之自營品牌經銷商、資訊系統組裝廠商、品牌代理商或通路商之客服主管或客服工作之主要負責人員。調查結果經由 SPSS 軟體運算後，以因素分析法建立維修中心服務品質評估模式為「關懷性服務」、「保證性服務」、「服務效率」、「安全性服務」、「服務形象」、「信賴性服務」及「實體性服務」七大構面，而透過各服務品質構面要素導入品質機能展開法，將顧客所需的服務品質轉化為維修中心品質技術之要求，最後經整合分析結果得知維修中心前五項關鍵品質技術改善項目，分別為「人員教育訓練」、「人員的服務熱忱」、「人員的專業知識與技術」、「服務作業規定與管理」與「客戶意見與抱怨處理」。
最後，依據研究結論，對資訊電子產業的維修中心之績效管理及未來研究提出具體建議，以供實務作業單位進行服務品質管理之參考。
Under the environment of globalization and tough enterprise competition, the manufacturers focus on overall service of products, especially the after-sales service, except the product quality and the price contest. The repair centers of IT industry are the targets of this survey and this study will investigate into the customer demand on after-sales service and service quality by QFD approach.
Based on the related literature in service quality, and the questionnaires consulted with the managers of service centers and the experts, this study is aimed at the customer-service-center managers of IT products, including self-brand dealers, the merchants of system integration, brand agents and distributors. Through the analysis of SPSS software system and the factor analytic method, the evaluation of service quality for repair center is consolidated by seven factors of empathy, assurance, service efficiency, safety, service image, reliability and tangibility. The method of quality function development was driven by these seven factors, then translate the managerial requirement to repair centers to get the conclusion for service quality improvments, and the top five elements for improving are “Training”, “Enthusiasm”, “Abilities”, ”Regulations and Management”, and “Management of Customer Complaint and Opinions”.
According to the conclusion of research, we will provide some concrete suggestions for service quality improvements of repair centers, and these will be reference for operating units practically. |
