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2012 101.12.07
PZB
1* 2
1 2
*[email protected]
ParasuramanZeithaml and Berry (SERVQUAL )
H
200 126
51 31 40
6
2 -4 ()
H
PZB SERVQUAL
1.
(intangibility)
(heterogeneity)(inseparability)(perishability)(Parasuraman et
al.,1988)
(Parasuraman, Zeithaml & Berry1985)
(Zenithal
& Bitner 1996) H
H 12
500M
700
Parasuraman, Zeithaml and Berry(1985) SERVQUAL
H
http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/ccd=FeQTeo/search?q=kwc=%22PZB%22.&searchmode=basichttp://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/ccd=FeQTeo/search?q=kwc=%22%E6%9C%8D%E5%8B%99%E5%93%81%E8%B3%AA%22.&searchmode=basichttp://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/ccd=FeQTeo/search?q=kwc=%22SERVQUAL%E9%87%8F%E8%A1%A8%22.&searchmode=basichttp://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/ccd=FeQTeo/search?q=kwc=%22%E9%A1%A7%E5%AE%A2%E6%BB%BF%E6%84%8F%E5%BA%A6%22.&searchmode=basic
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H H H
H
2.
2.1
1 (Riddle,1986)
1
1 (business services)
2 (trade services)
3 (infrastructure services)
4 (social/personal services)
5 (public administration)
H
H
2.2
(heterogeneous)(perishable)ZeithamlParasuraman
Berry(1985)
1.(intangibility)
2. (inseparability)
3. (heterogeneity)
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2012 101.12.07
4. (perishability)
2.3
ParasuramanZeithaml
Berry(1985)(ES)
(PS) ESPS ES>PS
2.4
ParasuramanZeithamlBerry 1985 P.Z.B
1
(Gap)
~
1 PZB
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Parasuraman et al.,(1985) 1
2
2
Parasuraman et al. 1988
1tangibles
2reliability
3responsiveness
4assurance
5empathy
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2.5
CS (Customer Satisfaction
management) 2 (Alan,1994)
2
Parasuraman et al.(1988)
SERVOUAL
;
2.6
Parasuraman et.al(1985)
Oliver (1981)
Cronin & Taylor (1992)
(2005)
(2004)
(2003)
Parasuraman et al.,
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3. 3.1
Parasuraman et al.,1990
H
3 H
3
3.2
1-1
1-2
1-3
1-4
1-5
2-1
2-2
2-3
2-4
2-5
3-1
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
ANOVA
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3.3
(descriptive statistic)
(reliability analysis)
(trustworthiness)(consistency)(stability)
1965 Cuieford Cronbach
Cronbach
0.35 0.7 0.7 0.35
(validity analysis)
Parasuraman et al.,(1991) SERVQUAL
(Content
Validity)
H (GAP)
t-(t-test)
(one-way ANOVA)
(Analysis of Correlation)
4.
4.1
3
3
4.342 3 3.905 1
4.349 2 3.819 3
4.351 1 3.800 4
3.873 5 3.869 2
4.340 4 3.765 5
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4.2
4 16
17 3.468 3.325
4
54.492 6 19
17 16
1
4
1 4.063 22
2 4.389 6
3 4.302 18
4 4.317 16
5 4.492 1
6 4.490 2
7 4.333 13
8 4.286 19
9 4.398 4
10 4.381 7
11 4.315 17
12 4.349 12
13 4.325 14
14 4.397 5
15 4.365 9
16 3.468 23
17 3.325 24
18 4.254 21
19 4.444 3
20 4.364 10
21 4.362 11
22 4.373 8
23 4.324 15
24 4.270 20
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4.3
5 3
44.198
3 6
3.962 3.96 243.67
1 12
1 21
5
1 3.683 23
2 3.722 21
3 3.962 2
4 4.198 1
5 3.905 5
6 3.960 3
7 3.754 19
8 3.840 13
9 3.865 7
10 3.817 16
11 3.810 17
12 3.683 24
13 3.802 18
14 3.857 10
15 3.849 11
16 3.857 8
17 3.865 6
18 3.913 4
19 3.842 12
20 3.746 20
21 3.722 22
22 3.838 14
23 3.835 15
24 3.856 9
4.4
PZB 6
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16 17
2 12
21
6 -
1 -0.38 6
2 -0.667 24
3 -0.340 4
4 -0.119 3
5 -0.587 19
6 -0.530 13
7 -0.579 18
8 -0.446 8
9 -0.533 14
10 -0.564 17
11 -0.505 10
12 -0.666 23
13 -0.523 12
14 -0.540 16
15 -0.516 11
16 0.389 2
17 0.540 1
18 -0.341 5
19 -0.602 20
20 -0.618 21
21 -0.640 22
22 -0.535 15
23 -0.489 9
24 -0.414 7
4.5
7 4
3.960
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7
1 4.024 3
2 4.087 2
3 4.294 1
4
3.960 4
5.
5.1
1.
2.
3.
4.
5.
5.2
1.
2.
3.
4.
5.
5.3
1.
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2012 101.12.07
2.
3.
4.
5.
1. (2003)
2. (2004) ADSL
3. (2005)
1. Cronin, J.J. & Taylor, S.A., (1992), Measuring Service
Quality: A Reexamination and Extension, Journal of
Marketing, 56 (July), 55-68.
2. D .Alan ,(1994), AMA Handbook for Customer Satisfaction.New
York:American Library.
3. Oliver, R. L., & Richard L.(1981), Measurement &
Evaluation of Satisfaction Process in Retail Setting,
Journal of Retailing, 57(Fall), 25-48
4. Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1985),
Problems and Strategies in Services Marketing ,
Journal of Marketing, 49, Spring, 33-46.
5. Parasuraman, A., Zeithaml, V. A.,& Berry, L. L.(1988),
The SERVQUAL: A multiple-item scale for measuring
consumer perceptions of service quality , Journal of Retailing,
64(1), 12-40.
6. Parasuraman, A., Zeithaml, V. A., & Berry, L .L. (1991).
Delivering quality serviceBalancing Perceptions and
Expectations.
7. Riddle, Dorothy I. (1986), Service-Led Growth, New
York:Praeger.
8. Zenithal, V. A.& Bitner, M. J.(1996), Services Marketing,
New York, NY: The McGraw-Hill Companies. Inc.
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2012 101.12.07
An Investigation of Service Quality and Customer Satisfaction
with the PZB Service Quality Deficiency Model
Chuay-Yuan Lin1* , Yi-Ting Chin1
1 Institute of Industrial Engineering and Management of
Technology, Da-Yeh University *[email protected]
ABSTRACT
Among all service industries, the service quality standards and
the customer service satisfaction level have
been raised ever-increasingly stricter due to rapid increase of
service industry varieties, the deteriorating market
competition in the whole service industries, increasing consumer
self-awareness and consumer rights, the
perpetual improvement of social public life standards. For all
various service industries, the top priority has been
reaching the solution for improvement of service quality and
enhancement of customer satisfaction level. With
those aforesaid prerequisites, it has thus been decided to apply
the SERVQUAL Framework and Rater
(developed by Parasuraman, Zeithaml and Berry in around 1985) in
analyzing the customer service level in
terms of five major rating aspects of this model, including
Reliability, Assurance, Tangibles, Empathy and
Responsiveness. The questionnaire survey is adopted as the major
methodology for this research whose major
research objects are the customers attending corporate banquet
or celebration events in the H Resort. There had
issued out 200 questionnaires in total with retrieval of 126
effective and valid questionnaires.
The research analysis results indicate that there exists a huge
difference between the average customer
expectation for service quality and actual experience or
perception of customer service quality. The actual
average service quality ratings are lower than the social public
average customer expectation for service quality.
Principally, the average male customer satisfaction level and
experience for the service quality is higher than the
average female counterpart. When analyzed in age groups, the
group of aged more than 51 years old has an
average customer satisfaction level higher than that of the
group of aged between 31 and 40 years old. When
analyzed by education background level, the average satisfaction
level of the consumers with high-school
diploma is higher than that of consumers with junior college
diplomas. If analyzed by vocations, the average
customer service levels of other vocations are higher than that
of the housewives. The average customer
satisfaction level for the consumers with monthly income of more
than NT$60,000 would tend to have a higher
customer satisfaction level in average than that of the
consumers with monthly income of NT$ 20,000 to
NT$40,000 (exclusive of 40,000); In overall, there is a positive
counteracting relevancy between the average
customer satisfaction level and the actual service quality.
Finally, deriving from the research analysis results, the
conclusions and suggestions for this research are
submitted for the evaluation references adopted by the service
industries in the H Resort and also improving the
gap between service quality ratings and customer satisfaction
levels.
Keywords: PZBservice qualitySERVQUAL scalecustomer
satisfaction
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