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題名 電業服務品質與顧客滿意度之探討－以台電公司中北部地區工業大用戶為例
The Study of Service Quality and Customer Satisfaction for Power Industry－A case on the Large-Manufacturing-Contracted-Capacity Customers of Taiwan Power Company
作者 郭芳楠
Kuo, Fan-Nan
貢獻者 周文賢
Chou, Wen-Shyan
郭芳楠
Kuo, Fan-Nan
關鍵詞 服務品質
顧客滿意度
Service Quality
Customer Satisfaction
日期 2001
上傳時間 18-Apr-2016 16:22:15 (UTC+8)
摘要 由於服務業的發展及消費者權益意識提昇，服務品質廣受消費者重視。對服務業而言，服務品質已是其賴以生存發展的關鍵因素。在消費者導向的今日，滿意的顧客是企業追求的目標，也是其競爭優勢與成長的關鍵。
Service quality and customer satisfaction are the KSFs of enterprise`s growth.and competition. In order to provide the satisfying goods and service, the enterprise must be initiative in exploring customers` want and need. Taipower is monopoly in power market of Taiwan now. Due to the deregulation, the competitor will get into the power market. There are only about two thousand Large-Manufacturing-Contracted-capacity customers in Taipower, but they are the most important customers for Taipower. In order to avoid losing them after the deregulation, Taipower must realize their want and need, and customerize the product to match their need.
參考文獻 一、中文部份
1. 中華經濟研究院（1987），台灣地區分級電價之研究（台灣電力公司委託研究計畫）。
2. 方世榮譯（1998），行銷管理學：分析、計劃、執行與控制，第9版，台北：東華。
3. 王克捷（1988）,「品質的歷史觀：五位大師的理論」,生產力雜誌，p.91-98。
4. 王美玉（1998），「服務品質、服務價值與顧客滿意關係之研究-消費者貸款之實證」，國立中山大學企業管理研究所未出版碩士論文。
5. 立法院經濟及能源委員會（2000），電業法修正草案條文對照表。
6. 台電公司（2001），2000年配電年報。
7. 台灣電力公司（1998），台灣電力公司營業規則。
8. 台灣電力公司（1999），第六輸變電計畫可行性研究報告，p.27。
9. 台灣電力公司（2000），1999年負載管理年報。
10. 台灣電力公司（2000），1999年統計年報。
11. 行政院主計處（2001），中華民國行業標準分類。
12. 李永年（1998），「商品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」，國立政治大學企業管理研究研所未出版碩士論文。
13. 杜更新（1999），「國內電信事業服務品質與顧客滿意度之研究─以中華電信公司為例」，私立元智大學管理研究所未出版碩士論文。
14. 周文賢（2001），多變量統計分析-SAS/STATISTICS使用方法，台北：智勝文化（待出版）。
15. 林錦煌（1995），「工業用戶選用台電可停電力電價之行為」，國立交通大學管理科學研究所未出版碩士論文。
16. 林永宗（2000），「零售業顧客滿意度之研究－以台北市百貨公司為例」，私立淡江大學管理科學研究所未出版碩士論文。
17. 翁崇維（1993），「評量服務品質與服務價值之研究」，國立台灣大學商學研究所未出版博士論文。
18. 翁崇維（1996），「顧客對銀行期望服務品質水準之研究」，企銀季刊，第三期，1993年，pp.24-41。
19. 張建川（1995），「電業服務品質之實證研究－以台電台北縣市用戶為實證對象」，國立交通大學管理科學研究所未出版碩士論文。
20. 陳怡芳（1998），「南部都會區電信服務品質之實證研究－以高雄市及台南市為例」，國立成功大學工管研究所未出版碩士論文。
21. 陳欽榮（1996），「電信服務品質實證研究－以電信總局專戶服務為例」，私立東吳大學企業管理研究所未出版碩士論文。
22. 彭昭英（1999），SAS與統計分析，第10版，台北：儒林。
23. 黃俊英（1998），多變量分析，第6版，台北：華泰。
24. 黃榮鍠（1997），「我國電信事業服務品質之實證研究－以中華電信公司大高雄地區用戶為對象」，國立中山大學企業管理研究所未出版碩士論文。
25. 楊錦洲（1992），「影響服務品質的特性」，品質管理月刊，第29卷第1期，pp.99-103。
26. 經濟部能源委員會（1999），電業法修正草案。
27. 經濟部能源委員會（2000），1999年能源統計月報。
28. 劉滌昭譯（1994），顧客滿意度測量手法，初版，台北：中國生產力中心。編自日本能率協會。
29. 衛南陽（1996），顧客滿意學，台北：牛頓出版公司。
30. 盧淵源編譯（1986），事物、營業、服務的品質管制，台北：中興管理顧問，pp.107-108。譯自杉本辰夫。
二、英文部份
1. Alexander, R. A. (1960), Marketing Definition, American Marketing Association, Chicago, IL.
2. Anderson, E.W., C. Fornell, and D.R. Lemann (1994), “Customer Satisfaction, Market Share, and Profitability: Finding from Sweden”, Journal of Marketing, Vol.58, No.3, July 1994, pp.53-66.
3. Anderson, E.W. and M.W. Sullivan (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms”, Marketing Science, Vol.12, No.2, Spring 1993, pp.125-143.
4. Barsky, Jonathan D. and Richard Labagh (1992), “A Strategy for Customer Satisfaction”, The Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No.5, October 1992.
5. Bolton, R.N. and J.H. Drew (1991), “A Multistage Model of Consumer`s Assessments of Service Quality and Value”, Journal of Consumer Research, March 1991, pp.375-384.
6. Brown Tom J., Gilbert, Jr. and J. Paul Peter(1993), ”Research Note:improving the Measurement of Service Quality”, Journal of Ratailing,Vol.69, Spring, pp.127-139.
7. Buell, V.P. (1984), Marketing Management: A Strategic Planning Approach, New York: McGraw-Hill, p.62.
8. Cadotte, Ernest R., R.B. Woodruff and R.L. Jenkinds (1987), “Expectations and Norms in Models of Consumer Satisfaction”, Journal of Marketing Research, vol.24, August 1987, pp.305-314.
9. Cardozo, R.N. (1965), “An Experimental Study of Customer Effort, Expection and Satisfaction”, Journal of Marketing Research, Vol.2, August 1965, pp.244-249.
10. Carlsmith, J. Merrill and Elliot Aronson (1963), “Some Hedonic Consequences of the Confirmation and Disconfirmation of Expectancies”, Journal of Abcdrmal and Social Psychology, Vol.66, February 1963, pp.151-156.
11. Churchill, G.A. and C. Surprenant (1982), “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, Vol.
19, November 1982, pp.491-504.
12. Cronin J. Joseph and Steven A. Taylor(1992), “Measuring Service Quality: Reexamination and Extension”, Journal of Marketing, Vol.56 , July, pp.55-68.
13. David A. Garvin(1983), “Quality on the Line”, Harvard Business Review, Sep-Oct , pp.65-73.
14. David A. Garvin(1984), “What Does Product Quality Really Means”, Sloan Management Review, Fall 1984 , pp.25-43.
15. Day, Ralph L. (1977), “Extending the Concept of Consumer Satisfaction”, Atlanta: Association for Consumer Research, Vol.4, pp.149-154.
16. Engel, James F., R.D. Blackwell , and D.T. Kollat (1993), Consumer Behavior, 7th ed., 1993.
17. Festinger, Leon (1957), A Theory of Cognition Dissonance, Stanford, Calif: Stanford University Press.
18. Fishbein, M. (1972), Attitude and the prediction of behavior, Reading Attitude Theory and Measurement, New York: Willy, pp.477-492.
19. Fornell, C. (1992), “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol.55, January 1992, pp.1-22.
20. Gronroos, C. (1983), “Strategic Management and Marketing in Science Sector”, Boston: Marketing Science Institute, 1983, pp.35.
21. Haywood-Farmer John(1988), “A Conceptual Model of Service Quality”, International Journal of Operation and Production Management, 8(6), pp.19-29.
22. Helson, H. (1964), Adaptation-Level Theory, New York: Harper and Row.31.
23. Hill, Nill (1996), Handbook of Customer Satisfaction Measurement, Gower Publishing Limited, England, pp.128-144.
24. Hovland, C.I., O.J. Harvey, and M. Sherif (1957), “Assimilation and Contrast Effects in Reaction to Communication and Attitude Change”, Journal of Abcdrmal and Social Psychology, Vol.55, July 1957, pp.244-252.
25. Howard J.A. and J.N. Sheth (1969), The Theory of Buyer Behavior, New York: John Willey and Sons.
26. Huppertz, J.W., S.J. Arenson and R.H. Evans (1978), “An Application of Equity Theory to Buyer-Seller Exchange Situations”, Journal of Marketing Research, Vol.15, May 1978, pp.250-260.
27. Juran, J.M.(1986), “Universal Approach to Managing for Quality”, Quality Progress, pp.19-24.
28. Kotler, P. , Swee Hoon Ang, Siew Meng Leong, and Chin Tiong Tan(1994), Marketing management: An Asian Perspective, 8th ed., NJ: Prentice-Hall.
29. Lewis Robert C. and Bernard H. Boons(1983), “The Markrting Aspect of Service Quality”, In Emerging Perspectives on Service Marketing, G.Shostack and G.Upah,eds, Chicago:American Marketing, pp.99-107.
30. Latour, S.A. and N.C. Peat (1979), “Conceptual and Methodological Issues in Consumer Satisfaction Research”, Association for Consumer Research, Vol.6, pp.431-437.
31. Marr Jeffrey W. (1986), “Letting the customer be the Judge of Quality”, Quality Progress, October, pp.46-49.
32. Martin W.B. (1986), “Defining What Quality Service is for You”, Cornell HRA Quality, February 1986, pp.32-38.
33. Martilla J.A. and J.C. James (1977), “Importance-Performance Analysis”, Journal of Marketing, Vol.41, No.1, pp.77-79.
34. Oliva T.A., R.L. Oliver , and I.C. MacMillian (1992), “A Catastrophe Model for Developing Services Satisfaction Strategies”, Journal of Marketing, Vol.56, July 1992, pp.83-95
35. Oliver Richard L. (1980), “Theoretical Bases of Consumer Satisfaction Research: Review, Critique and Future Directions”, in Theoretical Developments in Marketing, Charles W. Lamb, Jr. And Patrick. M. Dunne, eds., Chicago: American Marketing Association, pp.11-14.
36. Oliver R.L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Setting”, Journal of Retailing, Vol.57, No.3, Fall 1981, pp.25-48.
37. Oliver R.L. and W.S. Desarbo (1988), “Response Determinants in Satisfaction Judgment”, Journal of Consumer Research, Vol.14, March 1988, pp.495-507.
38. Parasuraman, A., V.A. Zeitheml and L.L.Berry (1985), “A Conceptual Model of Service Quality and Its implication for Future Research”, Journal of Marketing, Vol.49, Fall 1985, pp.42-45.
39. Parasuraman, A., V.A. Zeithaml and L.L. Berry (1988), “SERVQUAL: A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol.49, 1988, pp.41-50.
40. Parasuraman, A., V.A. Zeithaml and L.L. Berry (1988), “Communication and Control Processes in the Delivery of Service Quality”, Journal of Marketing, Vol.52, April, pp.46.
41. Parasurman A., V.A. Zeithaml, and L.L. Berry(1988), “Understanding, Measuring, and Improving Service Quality”, Service Quality-Multidisciplinary and Multinational Perspectives, Lexington Books, 1988, p265.
42. Parasurman A., V.A. Zeithaml, and L.L. Berry(1990), “Deliverying Quality Service”, The Free Press, p.23.
43. Parasurman A., V.A. Zeithaml, and L.L. Berry (1991), ”Refinement and Reassessment of the SREVQUAL Scale”, Journal of Retailing, Vol.67 Winter, p.48.
44. Parasuraman, A., V.A. Zeithaml and L.L. Berry (1993), “The Nature and Determinants of Customer Expections of Service”, Journal of the Academy of Marketing Service, Vol.21, No.1, Winter 1993, pp.1-12.
45. Pfaff, Martin (1977), “The Index of Consumer Satisfaction: Measurement and Opportunity”, in The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Kieth Hunt ed., Cambridge, MA: Marketing Science.
46. Peter, J.P. and J.C. Olson (1990), Consumer Behavior and Marketing Strategy, Irwin, IL: Homewood Company.
47. Rosander A.C.(1980), ”Service Industry QC-Is the challenge Being Met”, Quality Progress, September, pp.34-35.
48. Sasser W.E., R.P. Olsen , and D.D. Wyckoff (1978), Management of Service Operations, Boston: Allyn and Bacon, pp.19-72.
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50. Solomon, M.R. (1991), Consumer Behavior: Buying, Having and Being, Boston: Allyn and Bacon.
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54. Weiner B., RuaaellD. , and Lerman, D. (1978), “The Cognition-Emotion Process in Achievement-Related Contexts”, Journal of Personality and Social Psychology, Vol.37, July 1978, pp.1211-1220.
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描述 碩士
國立政治大學
企業管理學系
88355042
資料來源 http://thesis.lib.nccu.edu.tw/record/#A2002001412
資料類型 thesis
dc.contributor.advisor 周文賢zh_TW
dc.contributor.advisor Chou, Wen-Shyanen_US
dc.contributor.author (Authors) 郭芳楠zh_TW
dc.contributor.author (Authors) Kuo, Fan-Nanen_US
dc.creator (作者) 郭芳楠zh_TW
dc.creator (作者) Kuo, Fan-Nanen_US
dc.date (日期) 2001en_US
dc.date.accessioned 18-Apr-2016 16:22:15 (UTC+8)-
dc.date.available 18-Apr-2016 16:22:15 (UTC+8)-
dc.date.issued (上傳時間) 18-Apr-2016 16:22:15 (UTC+8)-
dc.identifier (Other Identifiers) A2002001412en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/85243-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理學系zh_TW
dc.description (描述) 88355042zh_TW
dc.description.abstract (摘要) 由於服務業的發展及消費者權益意識提昇，服務品質廣受消費者重視。對服務業而言，服務品質已是其賴以生存發展的關鍵因素。在消費者導向的今日，滿意的顧客是企業追求的目標，也是其競爭優勢與成長的關鍵。zh_TW
dc.description.abstract (摘要) Service quality and customer satisfaction are the KSFs of enterprise`s growth.and competition. In order to provide the satisfying goods and service, the enterprise must be initiative in exploring customers` want and need. Taipower is monopoly in power market of Taiwan now. Due to the deregulation, the competitor will get into the power market. There are only about two thousand Large-Manufacturing-Contracted-capacity customers in Taipower, but they are the most important customers for Taipower. In order to avoid losing them after the deregulation, Taipower must realize their want and need, and customerize the product to match their need.en_US
dc.description.tableofcontents 封面頁
證明書
致謝詞
論文摘要
目錄
表目錄
圖目錄
第一章 緒論
1.1　研究背景
1.2　研究動機
1.3　研究目的
1.4　研究流程
1.5　章節架構
第二章　文獻探討
2.1　服務品質
2.2 服務品質衡量的構面與要素
2.3 顧客滿意
2.4 服務品質之整合衡量模式
2.5 台灣電力產業之特性與現況
2.6 小結
第三章 研究架構
3.1 觀念性架構
3.2 電業服務產生
3.3 電業服務內涵
3.4 服務策略矩陣
3.5 電業市場的改變
第四章 研究設計
4.1 研究範圍與對象
4.2 問卷設計
4.3 抽樣設計與資料收集方法
4.4 研究假說
第五章 實證分析
5.1 問卷回收
5.2 樣本結構分析
5.3 信度與效度分析
5.4 滿意度分析
5.5 整體服務績效分析
5.6 服務策略矩陣分析
5.7 小結
第六章 結論與建議
6.1 研究發現
6.2 策略涵意
6.3 研究貢獻
6.4 研究限制
6.5 後續研究建議
參考文獻
附錄：問卷		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#A2002001412en_US
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) Service Qualityen_US
dc.subject (關鍵詞) Customer Satisfactionen_US
dc.title (題名) 電業服務品質與顧客滿意度之探討－以台電公司中北部地區工業大用戶為例zh_TW
dc.title (題名) The Study of Service Quality and Customer Satisfaction for Power Industry－A case on the Large-Manufacturing-Contracted-Capacity Customers of Taiwan Power Companyen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文部份
1. 中華經濟研究院（1987），台灣地區分級電價之研究（台灣電力公司委託研究計畫）。
2. 方世榮譯（1998），行銷管理學：分析、計劃、執行與控制，第9版，台北：東華。
3. 王克捷（1988）,「品質的歷史觀：五位大師的理論」,生產力雜誌，p.91-98。
4. 王美玉（1998），「服務品質、服務價值與顧客滿意關係之研究-消費者貸款之實證」，國立中山大學企業管理研究所未出版碩士論文。
5. 立法院經濟及能源委員會（2000），電業法修正草案條文對照表。
6. 台電公司（2001），2000年配電年報。
7. 台灣電力公司（1998），台灣電力公司營業規則。
8. 台灣電力公司（1999），第六輸變電計畫可行性研究報告，p.27。
9. 台灣電力公司（2000），1999年負載管理年報。
10. 台灣電力公司（2000），1999年統計年報。
11. 行政院主計處（2001），中華民國行業標準分類。
12. 李永年（1998），「商品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」，國立政治大學企業管理研究研所未出版碩士論文。
13. 杜更新（1999），「國內電信事業服務品質與顧客滿意度之研究─以中華電信公司為例」，私立元智大學管理研究所未出版碩士論文。
14. 周文賢（2001），多變量統計分析-SAS/STATISTICS使用方法，台北：智勝文化（待出版）。
15. 林錦煌（1995），「工業用戶選用台電可停電力電價之行為」，國立交通大學管理科學研究所未出版碩士論文。
16. 林永宗（2000），「零售業顧客滿意度之研究－以台北市百貨公司為例」，私立淡江大學管理科學研究所未出版碩士論文。
17. 翁崇維（1993），「評量服務品質與服務價值之研究」，國立台灣大學商學研究所未出版博士論文。
18. 翁崇維（1996），「顧客對銀行期望服務品質水準之研究」，企銀季刊，第三期，1993年，pp.24-41。
19. 張建川（1995），「電業服務品質之實證研究－以台電台北縣市用戶為實證對象」，國立交通大學管理科學研究所未出版碩士論文。
20. 陳怡芳（1998），「南部都會區電信服務品質之實證研究－以高雄市及台南市為例」，國立成功大學工管研究所未出版碩士論文。
21. 陳欽榮（1996），「電信服務品質實證研究－以電信總局專戶服務為例」，私立東吳大學企業管理研究所未出版碩士論文。
22. 彭昭英（1999），SAS與統計分析，第10版，台北：儒林。
23. 黃俊英（1998），多變量分析，第6版，台北：華泰。
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