公寓大廈管理維護業服務品質構念暨滿意度研究

Service Quality Constructs and Customer Satisfaction for Condominium Management

10.29467/JPM.201003.0008

郭燿禎(Yao-Chen Kuo)；周瑞生(Jui-Sheng Chou)；孫國勛(Kuo-Shun Sun)；陳冠宇(Kuan-Yu Chen)

滿意度 ； SERVQUAL ； 品質量表 ； 品質構念 ； 多變量分析 ； Building Management ； Service Quality ； SERVQUAL ； Multivariate Analysis

物業管理學報

1卷1期（2010 / 03 / 01）

73 - 82

繁體中文

服務產業的發展及競爭力強化須仰賴服務品質的持續提升，近年來國內集中式住宅管理需求激增，公寓大廈管理維護公司設立數量亦大幅增加。目前國內公寓大廈管理維護業尚未建立完整的服務品質評估系統，因此難以衡量公寓大廈管理維護廠商之服務品質。缺乏廠商服務品質資訊造成物業管理產業僅能仰賴價格及主觀評判標準相互競爭，間接扼止了此行業之成長。本研究採用SERVPERF知覺品質衡量模式及參酌SERVQUAL服務品質量表構念解析程序，探索出公寓大廈管理維護行業之服務品質構念，及服務品質衡量架構。藉由因素分析及路徑分析法，建構公寓大廈管理維護行業服務品質與顧客滿意度間之結構模型。研究成果期讓國內相關業者及行業之主管機關便於了解如何改善服務品質藉以提升顧客滿意度，建構國內公寓大廈管理維護服務業之良性群聚競爭效應。服務團隊專業勝任性、服務執行可靠性及服務安全性為該行業目前衡量服務品質的三個構念。其中服務團隊專業勝任性及服務執行可靠性二構念對於住戶滿意度於0.1顯著水準下有顯著正向影響。

With urbanization as a global phenomenon, the number of residential buildings is increasing rapidly, straining condominium management services. Recent works have found that firms in this sector vary widely in their levels of service quality, which is considered the key to increasing customer satisfaction and reducing customer complaints. This work explores service quality constructs and associated indicators that can be subsequently used to assess service performance, as well as the relationships between customer satisfaction and service quality constructs in the condominium management service sector. This investigation adapts the procedures from the popular measuring instrument SERVQUAL for exploring service quality constructs. Additionally, the structure equation model for identifying service quality constructs and customer satisfaction is designed to examine the influences of service quality constructs on customer satisfaction. ”Service team competence”, ”service performance reliability”, and ”service safety” are identified as three service quality constructs related to condominium management service. This study concludes that constructs of ”service team competence”, ”service performance reliability”, and ”service safety” significantly and positively affect customer satisfaction for condominium management service businesses.