檢視現今物管產業之概況，由於產業業務範圍廣泛，物業管理業者所面對之顧客種類繁多，相對於服務產品之掌握與管理也越趨困難。然而服務為無形產品，常無法具體的描述與衡量服務品質及其標準，更遑論衡量服務品質並進行服務品質改善。為此，Parasuraman等人於1985年提出的「PZB」模式，為著名的服務品質缺口理論(Gap Theory)。提供明確之服務品質衡量構面及服務缺口架構，協助服務業者評估改善其服務品質。然而國內有關物業管理服務品質研究，針對「PZB」模式，多以建議或策略的方式來降低其不良之情形。因此僅針對建議與策略方式進行改善服務品質，其成效有限，如能針對其服務品質造成之缺口進行有效評估與分析，方能達到服務品質提升之目的。 有鑑於此，本研究結合PZB服務品質概念模型與流程再造之分析手法，建立「服務缺口導向流程再造模式」，提供物業管理業者分析自身服務品質缺口，並據以再造公司服務流程，落實服務品質之改善。 本研究以Parasuraman等人於1991年修正後的SERVQUAL量表之五項衡量構面，針對其物業管理產業特性來建構符務品質衡量因子架構，並進行問卷設計與調查，藉以調查出服務品質缺口之情形；根據其問卷調查之結果，分析服務缺口之大小並找出服務品質低落之因子，以作為判斷是否需改善服務流程；針對服務品質低落之因子與服務流程間的關聯，本研究研擬「流程關聯度分析」，藉以找出造成服務缺口之關鍵性流程，並利用流程再造之分析手法，對其服務缺口流程進行設計與改善。本研究期望藉由此評估模式使國內物業管理產業得以對其公司進行服務品質進行控管，進而達到提高競爭力之目的。 Due to nature of service orientation, property management companies commonly pursue high service quality. Slince the property management has heterogeneous customers and the intangible natural of services, the difficulty of service quality comtrol and management is increasing. To cope with this circumstance, the PZB service quality gap analysis model provides a feasible reference describing the dimensions of service quality and service gap structure, which would be a guideline to measure the service quality gaps in outside the company but the exact way to improve the quality defects. Accordingly,this study combines the service quality gap analysis model and the business process reengineering (BPR) philosophy to develop the service-quality-oriented process reengineering model (SPRM). This model provides property management companies to reengineer the service processes according to the analyzed service gaps so that the improvement activities of service quality can be applied to the process level. In SPRM, the service gap questionnaire is developed to analyze the locations of service gaps. According to the magnitudes of service gaps, the gray relationship analysis method is used to determine the relations between service gaps and service processes. Once the defect service process is determined, the process reengineering progress developed in this study is finally applied to redesign the process. A case study is also illustrated to show the feasibility of SPRM.
