服務運送屬性、顧客傾向與顧客滿意度關係之研究－以洗衣服務為例

A Study on the Relationship among Attributes of Service Delivery, Customer Dispositions, and Customer Satisfaction-With Laundry Services as an Example

10.30066/JCS.200703.0004

顏昌華(Chang-Hua Yen)；邱惠貞(Hui-Chen Chiu)

服務業行銷 ； 自助式科技服務 ； Service Marketing ； Self-Service Technologies

顧客滿意學刊

3卷1期（2007 / 03 / 01）

97 - 120

繁體中文

過去的十年間，出現許多以科技為主的服務運送產品，服務業也很快地引進各種科技，協助服務人員完成工作內容，並鼓勵顧客參與服務運送的過程，為自己提供服務內容。本研究以洗衣服務為例，探討服務運送屬性、顧客傾向和顧客滿意度之關係，以台灣地區476位洗衣服務之顧客進行問卷調查。研究結果發現可靠性、愉悅感、對使用科技產品之過去經驗和態度等，對顧客滿意度具有顯著的正向影響，而人際互動需求對顧客滿意度具有顯著的負向影響。本研究結果可以提供服務管理者未來進行服務設計及推廣策略之參考。最後，根據研究結果發現，提出管理自助式科技服務之實務意涵。

During the past decade, the growth in service delivery options based on technology has been remarkable. Service firms are rapidly employing various kinds of technologies to facilitate their employees' jobs and to encourage consumers to participate in the service delivery process and perform services for themselves. The study attempts to examine the relationship among attributes of service delivery, customer dispositions, and customer satisfaction-with laundry services as an example. Empirical results of survey data collected from 476 customers of laundry services in Taiwan. The results indicate that reliability, enjoyment, past experiences and attitudes toward using technological products are positively related to customer satisfaction, and the need for interaction with service employee is negatively related to customer satisfaction. The result of the study can suggest strategic directions for service firms in terms of designing and promoting self-service technology options. Implications of these findings for managing self-service technology options are subsequently discussed.

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