探討集合住宅管理公司服務之品質

Discussion on Service Quality of Apartment Management Company

陳棟燦(Tung-Tsan Chen)；李玥瑩(Yueh-Ying Li)

服務品質 ； 缺口模式 ； 顧客滿意度 ； 容忍區間 ； Service quality ； gap model ； customer satisfaction ； tolerance interval

物業管理學報

7卷1期（2016 / 03 / 31）

27 - 38

繁體中文

由於「集合式住宅」的興起，國人對於「物業管理」的需求已日漸增加，委託專業公司進行管理已是當前之趨勢。本研究為建構適用於公寓大廈的服務型問卷，乃以PZB缺口模式結合容忍區間理論，將期望服務劃分為「基本服務」和「理想服務」，並採用信效度及相關性分析住戶滿意度。研究結果顯示，服務業者和服務需求者對「具備緊急事件的應變能力」的知覺差異頗大，而該服務項目卻是住戶最為重視。公司在資源有限的情況下，應優先改善「重視住戶」構面，依序為「服務時間能配合住戶作息」、「以住戶權益為優先考量」、「主動關懷住戶」，在「工作態度及能力」構面為「具備應變緊急事件的能力」、「確實值勤」及「維持公共區域整潔」以獲致最大效益。此外，研究發現Gap-2和Gap-4存在正向的影響關係，因此當服務準則的訂定無法使其具有完整標準化流程，或住戶知覺感受與接收到的訊息出現落差時，將會影響Gap-5的差距。此缺口的重要性常被以往研究忽略，後續研究可加強探討Gap-2和Gap-4的影響性，使服務品質缺口模型能更為全面地協助提升公司服務品質。

Due to the rise of ＂Residential complex＂, and increasing demand for ＂Property Management＂, commission a professional management company is the current trend. Integrating PZB gap model and theory of tolerance interval, this study classifies the expected services into ＂fundamental services＂ and ＂ideal services＂ to construction of service-oriented questionnaires for apartment building maintenance and management companies. Analysis techniques including Reliability, Validity and Pearson Correlation were performed to locate the residents' satisfaction. It is indicated that there is a huge difference of cognition between service providers and service consumers in terms of the ability of meeting an emergency. Additionally, the study suggests under resource limited situation, should improve the phase of ＂treasure tenants＂. The order (in descending) for improvement is: ＂Providing services matching tenants' daily schedule＂, ＂Priority tenants' rights＂, ＂Treasure tenants＂, ＂Really on duty＂, ＂Maintenance of public areas clean and tidy＂ and ＂Show solicitude for tenants initiatively＂. In addition, this study found Gap-2 and Gap-4 is equipped with positive influence relationship, so when service standards are set so that it can’t complete the standardization process, or residents perceived feelings and the received message appears when the gap will affect the gap Gap-5. The importance of this gap is often ignored in previous studies. The study recommends that follow-up research could investigate Gap-2’s and Gap-4’s influence in the model so that a more sophisticated gap improvement model can be built.

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