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1
Lu, Cho-Ying, and 呂昭穎. "Improving of the PZB Model by using the System Thinking." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/69002735358574430803.
Full textAbstract:
碩士正修科技大學
工業工程與管理研究所
96
In the1980s~1990s,"quality"was one of the topics which enterprises most often discussed. Reviewing the quality revolution which started in the 1980s initially, it secomes cleas the quality revolution was not only limited to the Manufacturing industry,but in fact has affected all service organizations,and even influenced governmental agencies, therefore the importance of quality management control starting at that early period up to now can deduced. In 1985, Parasuraman, Zeithaml and Berry proposed the service quality gap model (PZB model).They thought the comparison between "the customer expected the service"and "the customer actually feels the service" serves quality. This model has five gaps.This study uses research of that applied System Thinking integrity characteristics, draws on the complex interaction relations explained by Causal Feedback Loop Diagrams in the PZB model between five gaps, so as to understand each gap’s possible influence with the system mode which locates. It discovers reduces each gap suitably to cut into the main point, carries on each gap the improvement. Moreover, this research also accidentally discovered a PZB model not yet discusses gap, may use the gap to form the quality improvement the benign competition, urges the service which the company and the competitor provides all to be able to be increasingly good.
2
Shen, Hsueh-Chih, and 沈學志. "Using PZB Model to Investigate a LED Firm’s Service Quality." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/7g52sd.
Full textAbstract:
碩士國立高雄科技大學
行銷與流通管理系
107
With the rapid development of technology and global competition, firms are becoming more and more difficult to obtain their competitive advantages merely from products they sell. Customers nowadays can access product information easily and they tend to be more critical not only for product quality but also the service provided by the firm. Company A has been in the LED industry in southern Taiwan for more than 27 years and it is the leading firm for full-color monitors. However, since 2010 Company A’s profits has begun to decrease due to the competition of low-price LED providers from China. In order to deal with this challenge, Company A has begun to reduce operating costs and implemented standardized control process. In addition, Company A invests efforts in training employees to increase service quality to keep Company A’s brand image and reputation. This study analyzed the LED industry and further explored service gaps of company A. Survey questionnaires and in-depth interviews were employed to collect data needed for this research. PZB model was used to analyze Company A’s service gaps. Then several managerial implications and suggestion are provided for Company A to improve service quality and performance.
3
Lo, Kai-Li, and 羅凱莉. "A Study and Application of the PZB Service Quality Model." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/51147682317850108706.
Full textAbstract:
碩士中華大學
科技管理學系碩士班
100
The service quality model, proposed by Parasuraman, Zeithaml, and Berry was the first to consider service quality. The PZB model defines the perceived service quality (PSQ) as the difference between the expected service (ES) and the perceived service (PS). Since 1985, Parasuraman, Zeithaml, and Berry have continued to develop the PZB service quality model; much of this development has been referenced in large-scale studies related to service quality. This study explores the development of the PZB service quality model and provides detailed analyses of the thematic focuses at each stage in their research, including gap model, the SERVQUAL scale, and the zone of tolerance. SHIN KONG MITSUKOSHI department store is chosen to be the case of the PZB service quality, the three-column format questionnaire is adopted to identify service shortfall more accurately by measuring customers’ minimum service level, desired service level and perception of company’s service performance. The result indicates that customers’ perception all of the 22 items are higher than the minimum service level. Though it means that customers consider that this case’s service performance is adequate, we also can understand which attribute should be improved through three-column format SERVQUAL questionnaire.
4
MING, WANG YI, and 王一鳴. "Evaluation of Service Quality for Infrastructure Material by PZB Model." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/90435331336689748720.
Full textAbstract:
碩士國立高雄應用科技大學
土木工程與防災科技研究所
97
The Administrative organ organizes to establish the material laboratory to guarantee that the public works construction quality is a goal, but under the limited manpower, the equipment and the budget, the project sponsor institution often entrusts the qualified material testing institution to handle. In the contractor between inquired that between material laboratory the examination is easy to obtain the qualified survey report, but the project sponsor institution often suggested by the manufacturer the material laboratory achievement handles the examination the qualified place, handles the public works to the Administrative organ often to suffer the common populace to taunt “cheats on labor and materials” and so on circumstances to occur. Therefore, the public works material inspection in the Administrative organ is a construction quality guarantee. When the government handles the public works, whether its construction material's quality does conform to the contract stipulation is very important. At present provides objectively, fair, the independent survey report, is by acts third party's material laboratory to provide this service, therefore the material laboratory has the important role in the public works quality's management, but selects the most advantageous sign method in the Gaoxiong County government to handle the request and to work out the contract way with the material laboratory, actually guaranteed that the qualified material laboratory can not manipulate by the manufacturer establishes the fair third party's role. This research uses the PZB service quality pattern, discusses the application feasibility in the appraisal public works request material laboratory service quality, and revises “SERVQUAL” after the interview the meter handles the questionnaire survey. The findings showed that revises the meter by the PZB pattern, may apply service of quality outside the appraisal public works request material laboratory, and after questionnaire survey by the dependency sample T examination, its material laboratory service quality expects and during the actual cognition has the obvious disparity, and between various factors construction surface obviously presents is being related, takes advantage of this may grasp the customer need, and as improvement service quality target.
5
Mao, Hsin-Yuan, and 毛新元. "Combining Kano Two-Dimensional Quality Model and PZB Model to Construct Service Quality Model for Mobile Payment." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/bx7v58.
Full textAbstract:
碩士國立臺北科技大學
資訊與財金管理系
106
In order to find out the service demand that mobile payment service has a greater impact on consumers, the industry can be used as a business strategy to enhance the appeal of the service. This paper examines the key quality attributes of mobile payment services through focus group interviews and Kano two-dimensional quality model and PZB service quality gap. After constructing the action payment service quality model, it sorts the importance and finds the service items that need to be urgently improved or added. This article reviews the evolution of action payments compiled by scholars in the past, and cuts into the survey of service quality from the perspective of consumers. Focus group interviews can guide users to propose effective and broad-based needs based on their past experience and external communication of products, and add or replace the original model facets with service quality facets that have not been excavated in the past. In the course of this interview, the “convenience” facet was found to be a service quality facet that was not adopted by PZB but was in line with current mobile payments. Most users think that it is better to have a third-party payment function for mobile payments. The results show that the operator should improve costs by shifting to quality of service factors with higher consumer satisfaction and dissatisfaction factors. Give priority to how to reduce customer dissatisfaction, and then consider improving satisfaction.
6
Lin, I.-chen, and 林憶媜. "The Study of Web-based Learning quality by the PZB model." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/41566472333175171708.
Full textAbstract:
碩士高苑科技大學
經營管理研究所
95
The purpose of the study uses the background variables (gender, age, education, department, resident area, parents’ education degree, mainly surfing place, connection way, computer using experience, surfing experience, occupation) and study style variables (Kolb learning style), by the application of PZB service quality model, to build a set of assessments regarding the index of the learning quality on web-based education for the K University and the T extension classes. By collecting related data from questionnaire and statistical analysis, the service qualities (gaps) between the expected and perceived parts due to the effects of different variables had been discussed. The analysis results were then interviewed and the improving methods were proposed by the professional faculties to understand the learning quality problems and the difficulties at the present time. There are five aspects which are “Tangibles”, “Reliability”, “Responsiveness”, “Assurance” and “Empathy”, respectively, for the assessments of the learning quality on web-based education in the study. According to the Likert-type scale, the scores of respective aspect question items had been averaged. Secondly (in the Service Quality GAP5 part), 1. In the Expected part, the students pay more attention on the “Responsiveness” aspect for the K University. As for the T extension classes, the students focus on the “Tangibles” aspect. 2.Secondly, in the Perceived part, the students is not satisfied with “Empathy” aspect for the K University. As for the T extension classes, the students is not satisfied with “Assurance” aspect. Furthermore, the results also showed that values of the perceived level parts are much lower than the expected ones and there are significant differences in service qualities. Therefore, there is plenty of room for the two individual cases to improve learning quality.
7
YU, YA-HSUAN, and 余雅瑄. "Analysis of Online Customer-based Chatbot Service Quality in PZB Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/c3eff9.
Full textAbstract:
碩士國立中正大學
雲端計算與物聯網數位學習碩士在職專班
106
This Thesis is a study on the service quality of online customer-based chatbots. The PZB Model is used to design the questionnaire. The subjects of this survey include two types of customers including those with prior experience of chatbots and those without. We use five major facets, including Tangible, Reliability, Responsiveness, Assurance and Empathy for the questionnaire design. 56 effective samples of this questionnaire were collected during 2018/05/02~2018/05/14 period of researching. Use reliability analysis to confirm value of Cronbach’s α>0.7 of before and after use in Tangible, Reliability, Responsiveness, Assurance and Empathy. The questionnaire data are then used to analyze the service quality of chatbots. We compare customer differences before and after use. Based on the results, we have been able to improve online customer service-based chatbot service.
8
Liu, Chien-Ju, and 劉倩如. "Integrating PZB Model and TRIZ for Service Innovation of Tele-homecare." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/06723316069339600217.
Full textAbstract:
碩士東海大學
工業工程與經營資訊學系
99
Nowadays aging population is a global phenomenon, increasing costs of healthcare and shortage of healthcare providers will soon become a crucial issue all over the world. Past patterns of care by using family members who give up their current job position to provide non-professional care. This situation not only causes a mismatch of human resources, but also cannot guarantee quality care service. In recent years, tele-homecare is an emerging trend. The proportion of tele-homecare, the elderly problem is serious in Taiwan. The Executive Yuan Department of Health proposed “Telecare Service Development Project” including Wang Fang Hospital, Changhua Christian Hospital, Kaohsiung Medical University Hospital and Mennonite Christian Hospital four care teams. Each team member will develop local condition of service type with innovation technology application project. Current tele-homecare industry is not yet mature. Therefore, the main objective of this research is to survey all processes based on user’s perspectives. First, the research use service blueprint depicts the tele-homecare service delivery process, and then through the literature and practitioners ’ interviews to construct PZB service quality gap model, and then combined TRIZ theory, analysis of an innovative program available to planning as a reference. Finally, the research found that the current practice of the tele-homecare service needs to be modified. This research suggests and provides a tele-homecare industry an innovative thinking, continuous improvement as a reference for policy.
9
Chang, Shou-yen, and 張碩彥. "Applications of PZB Model and SERVQUAL Measurement to improving Manufacturing Service Quality." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/95142431584665716154.
Full textAbstract:
碩士逢甲大學
工業工程與系統管理學研究所
94
In conventional manufacturing sector, product quality is always defined in terms of physical features. Nowadays, whatever we are in manufacturing or service industry, the quality of products should be measured in terms of at least both physical features and some invisible requirements of service. The service quality, which is strongly related to customer satisfaction, plays an important role in manufacturing sector. In this study, we aim to focus on how to improve the service quality and so customer satisfaction, and propose an approach for a LCD module manufacturing company. From the characteristics of service quality, we know that service can be obtained only when both sales and manufacturing activities simultaneously occur. However, the quality of service is not easy to measure due to its subjective and objective factors. Therefore, in this study, we adopt quality, cost, delivery, and service as four important factors to investigate the product expectation and satisfaction from customers. Both PZB service quality extended model and SERVQUAL measurement model are used to reduce the discrepancy between the company expectation and customer satisfaction. We collect questionnaire data from thirty companies and analyze these data for recommendation of improvement. Results of this study suggest that the proposed approach can help companies eliminate or reduce customer complain and enhance customer satisfaction.
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Ching-Wen, Chen, and 陳敬文. "The Study of PZB model for Taiwan Railway Administration of Quality Service." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/sawg5j.
Full textAbstract:
碩士開南大學
資訊管理學系
97
Taiwan Railway has created its glory, playing an important role in the transport backbone. In recent years, there are changes of transport markets due to the increase of per capita income, the rise of the public passenger transport industry and the blooming of domestic aviation. The high-speed railway shortens the distances between the north and south by the time it was open in early 2008.In order to catch up with the high-speed railway, the Taiwan Railway, without exception, reforms to improve the operating conditions. But in fact, Upgrading service quality is the key to achieve sustainable volumes. This study is to explore the Taiwan Railway quality of service to take in the long-distance consumers and the Taiwan Railway experts with scholars for data collection and interviews object, using the PZB model for the foundation, constructed Delphi questionnaires, and interviews through questionnaires, carried out a questionnaire with the amendment of corrections to the Taiwan Railway Construction service quality level structure. Finally use AHP by the Taiwan Railway service quality indicators to measure the sort, establishment of the Taiwan Railway service quality indicators. As the results of this study, we found that two ways to improve the Taiwan Railway service quality by ground staff take training activities with the help of government; or trained by Taiwan Railway internally in parallel.
11
HUANG, SHU-CHING, and 黃淑菁. "An Empirical Case Study on Restaurant Service Quality Using PZB Gap Model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qq975m.
Full textAbstract:
碩士東海大學
餐旅管理學系
104
The basic and important elements for running a restaurant business are delicious foods, touching service, atmosphere and overall satisfaction. Although everything is settled, sometimes customers are easily expecting more than they actually experienced. Therefore, service cognition of actual experience has direct influence on customer’s satisfaction. Since the business competition is high and the consumers demand for better quality , if an enterprise would like to build a sustainable and unbeatable business, it must proposes a strategy to promote its service quality and at the same time to pursuit customer’s satisfaction. Therefore, 5 gaps of an enterprise can be found by using PZB service quality model in this study. There is a service quality reform plan for gap 2, 3 and 5. Relative policies will be led in gap 2 and 3. SERVQUAL and DINSERV scales are used in gap 5 as the instruments of measurement. For offering reformation on service quality in an enterprise, its rules and regulations should be planned and executed fully and systematically. Dia-Sakura Japanese Cuisine is the sample as an independent restaurant in this study. It also is the enterprise leads in policies and rules, regulations and standers which will give itself another level. Although it is an independent restaurant, after reformation, it has the complete system and high level service quality which a large chain restaurant has. So as to make an independent restaurant has the possibility to create, copy and expand. Meanwhile, service quality is the highest level for all matters and makes it as the learning, following, and imitating model for other independent restaurants. Key words: Service quality, PZB service quality model, SERVQUAL
12
WU, CHI-FU, and 吳基福. "An Application of PZB Model to Measure Service Quality of Making Prototype." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/68v3tv.
Full textAbstract:
碩士國立臺灣科技大學
工業管理系
104
Taiwan has an important position in 3C product development and OEM/ODM manufacturing domain in the world, especially in the field of industry design and machinery design. Basically, the prototype manufacture service cannot be ignored in the whole process. Thus, this study intends to employ PZB service quality model to measure the internal service quality between company’s managers and customers, and then discuss the reasons why the gap is generated when serving internal customers. This study uses questionnaire survey to know the viewpoints for prototyping service process and service quality from prototype department managers and customers, respectively. Besides, this study tries to find the gap in prototype service through analyzing questionnaire data. The results show that there are four cognition gaps between prototype managers and customers. They include (1) Is it convenient in traffic location environment? (2) Can service people indeed tell customers when the prototype will be finished? (3) The prototype service’s diversification in varieties and styles? (4) Can the prototype service’s procedures conform customer’s benefits? This study discussed with domain experts with many years of experiences in the industry in order to find the possible reasons which cause the gaps and provide the specific development direction for prototype service department. Then, the case company can integrate the resources, apply the resources to the customer requirements with higher priority, and propose the suitable improvement suggestion in order to enhance the service quality.
13
Wang, San-Yi, and 王參壹. "The Study of PZB Model to Exploring Community Management Maintenance Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/00599942291875579566.
Full textAbstract:
碩士開南大學
商學院碩士在職專班
103
With knowledge and living standards to improve facilities patterns become more complex, the pursuit of family life is also increasing quality in general, this study focuses on the country 's "community management and maintenance " , if the service quality has reached ideal household level , the use of quantitative research methods developed by scholars such as PZB gap Model of service , SERVQUAL conceptual quality scale , and through questionnaires , the researchers tested the effectiveness of implementation experts . First, the quality of service PZB Gap Model , community management and maintenance services quality gap of understanding. Discussion was followed by the quality of service quality tenants cognitive variables affect the family of the five dimensions of service expected by the quality of the introduction of the service application questionnaire analysis and interpretation of the five research data obtained by the difference between hypothesis . Finally, the analysis and findings of this study , conclusions and recommendations. Comprehensive conclusion , high-quality community management and maintenance service quality tenants should expect to critical core for general household perception gap between service and desired service community management and maintenance service management as a key focus , in addition , this study questionnaire on the quality of service rendered a predictive capability , therefore , through regular and irregular questionnaire and analysis, can effectively improve service quality assurance.
14
Chien-Liang, Lin, and 林建良. "Combinate ELM and PZB Model to Explore Loyalty of Knowledge Network Community." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/84299960699081417227.
Full textAbstract:
碩士大葉大學
資訊管理學系碩士在職專班
97
In recent years, with the use of Internet to increasing population, order to promote the development of e-commerce. The network filled with a wide range of thematic groups. How to run a successful network of community knowledge is an important is-sue. In this study, combinating ELM and PZB model to establish theoretical frame-work, discussion the interaction between quality of Service, Community cohesion, and community loyalty in the knowledge network community. In this study, information value and reliability of information sources are consideration the possibility of the the-ory of ways. Quality of service mode by following the literature review; measure qual-ity of Service with "convenience", "reactive", "empathy", "security" and "reliability". The study found that the quality of community services "reactive", "empathy", "security" and "reliability" will be a positive impact"community cohesion" of the form, and to "reactive" effects of the highest ; network quality of service the community of knowledge "empathy", "security" and "reliability" will be a positive impact on user loy-alty, and to "empathy" of the highest impact; and the level of community cohesion Community will be a positive impact on the formation of loyalty degree
15
Tesng, Chiung-Ying, and 曾瓊瑩. "Study on Patient Satisfaction with PZB Model Applied Nursing in Operating Room." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/91966843390320987423.
Full textAbstract:
碩士高苑科技大學
經營管理研究所
96
The background variables were applied here, according to PZB (Parsuraman, Zeithamland and Berry) service quality model (1988), besidesthe modified SERVQUAL-measured tangibles, reliability, responsiveness, assurance, and empathy of service quality to understand the operating room (OR) nursing quality through the difference between the OR nurses’ and patients’ cognitions and expectations of the quality, in terms of the satisfaction and variables.The structural questionnaire-collected basic data, covariances, were from the nurses and patients in a medical center in Tainan.The expectations and cognitions were significantly different, asides from their different background variablesIn the further analysis, the factors were improved for better care quality. The result which reveals patient expectations and needs to clinical managers can be referred for regulating the nursing policy.
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Lo, Hui Hua, and 羅慧華. "An Empirical Study on Service Quality of Hospital by Applying PZB Model." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/56212450501296540097.
Full textAbstract:
碩士長庚大學
管理學院碩士學位學程在職專班經營管理組
103
This investigation was based on the conceptual model of service quality (so called PZB Model) and the SERVPERF Scale. The study target was Dianthus Medical Group, we aimed at 203 patients and executed sampling survey which was to service quality, customer satisfaction and customer loyalty respectively. The results of research reveal that on the aspect of perceived service quality, the five dimensions and entire average scores are higher than the median of scale (three points), which shows the targets have apparent reception on each aspect of service quality. Additionally, in the survey of customer satisfaction and customer loyalty, the average are higher than four points, which shows that patients are quite content on the services we’ve provided; moreover, patients are quite willing to return and recommend. As for the relationship between service quality and customer satisfaction, and the relationship between service quality and customer loyalty, service quality has apparent positive influence on both customer satisfaction and customer loyalty. However, if we probe into the five dimensions, the Assurance and Empathy of service quality have effective influence on customer satisfaction. While the higher the sensation level of Tangibles, Assurance and Empathy, the higher of the loyalty to our medical group.
17
I-Sheng, Chu, and 朱逸聖. "Integrating Kano''s Model and PZB Model on the Study of Service Quality of 3C Chain Mall." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/95464549976618349464.
Full textAbstract:
碩士國立臺北科技大學
工業工程與管理研究所
92
3C Chain Mall integrates the sale of computer, communication, and consumer electronics products.The market is full of intense competitions. This study takes three 3C Chain Malls in Taipei city as example. Based on the customer''s opinion, with Kano''s two dimension quality model and PZB gap analysis model to discuss the service quality. For purposes of finding out the critical to service quality. The research reveals that 25 quality factors of 3C Chain Mall have different quality attribute classification byKano''s Model. It Includes 3 attractive quality elements, 3 one-dimensional quality elements, 16 must-be quality elements, 3 indifferent quality elements. There are significant different point of views about Kano''s classification among customers with different demographics variables The results of PZB analysis model shows that there are significant difference between expectation and recognition of the service quality for customers, The customers with different demographics variables partly have significant different opinion between dimensions of service quality. It illustrates that the 3C Chain Mall has to improve for service quality.
18
CHEN, CHIH-KUANG, and 陳志寬. "A Study on Parent-Teacher Communication- Using the PZB Model and IPA Analysis." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/51332551613705449105.
Full textAbstract:
碩士中華大學
科技管理學系碩士在職專班
100
In this study, the concept of the PZB Gap Model, a questionnaire survey method to explore the quality content of parent–teacher communication , to measure the quality of parent-teacher communication, to analysis overview of the quality of parent-teacher communication, to propose a strategy to improve the quality of parent-teacher communication, and to promote the quality of parent-teacher communication. The 225 parents are from a public junior high school in Taichung City , issued by the parent questionnaire, returned the effective 210 copies , the effective sample rate is 93.33%. All the questionnaire survey data via descriptive analysis, paired sample t test, multiple regression analysis with IPA analysis, the conclusions are as followed: 1.the existence of a gap on the quality of parent-teacher communication 2.parents feel the gap on the quality of parent-teacher communication because of different personal background variables 3.schools and teachers still have much improvement to do for the quality of parent-teacher communication According to the literature analysis and the study found, the recommendations are as followed : 1.teachers should actively take the initiative to contact the parents , thereby reducing misunderstandings 2.organize the study of teachers and parent advisory pipeline 3.parents should take the initiative to accept the new knowledge and grow together with the students
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HUNG, PEI-CHUN, and 洪佩均. "Using PZB Model to study Auto Video System- the case of D Company." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/08177117020554972590.
Full textAbstract:
碩士逢甲大學
經營管理碩士在職專班
105
The progress of science and technology has been changing very fast day by day, the sociality model of the present is guided by the customer service center. Problems often arise in after-sales service. Company service department personnel cannot solve the problems first hand and first time; the case needs to be transferred through the depot and gradually, the D Electronic Company after-sales service personal to provide better service quality for customers. Relative to the factory or customer's product expectations have bigger gap now. The purpose of this study is to explore the quality of service of the D Electronic Company. In the interview, the respondents adopted five major constructions interviews with PZB, and analyzed the quality factors of the service of D Electronic Company, and then put forward the proposed improvement measures to influence the factors of service quality of D Electronic Company. The results show that the physical and software equipment can be further complete, while the service equipment establishes maintenance mechanism, can reduce the manpower paid labor and cope with the future sale quantity. Reliability found that the current maintenance records and data can have a sound database, no unified service customer contact and care pipeline telephone. Responsiveness in the encounter of any product problem, after-sales personal need to assist. Customers or depot to provide real-time services. Guaranteed results show after-sales service personal through professional knowledge to assist the garage processing customer’s audio-visual system problems. Empathy takes into account the interests of customers and the credit of the depot, and after-sales service staff by caring about the needs of customers, which help to improve the quality of service. According to the results of the analysis, the quality of the D Electronic Company service to improve the propose scheme. Based on the research there are several ways to improve the problem. First, to build a set of service app software. Second, setting up telephone 0800 customer Service Complaint Hotline. Third, after-sales service personnel irregular education and training sharing. Forth, increasing the amount of staff, will improve the overall quality of service.
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Zhiming, Su, and 蘇智明. "An Empirical Research on Service Quality of Taitung Airport by Using PZB Model." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/68823945104131422816.
Full textAbstract:
碩士國立臺東大學
休閒事業管理碩士在職專班
102
Abstract Airports in Western Taiwan have faced intense competition since Taiwan HSR launched into public transportation industry in 2007. Consequently, most inland flight routes were suspended. Furthermore, Railway Electrification Project of North Link Line will formally operate in 2014, with its advantaged competitiveness like lower ticket price, higher passenger capacity, less influenced by weather, and travel time shortened significantly, Taitung Airport will, inevitably, be facing serious challenge soon. Hence, in response to the challenge from railway transportation, what Taitung Airport should do is to maintain its service quality advantages and strategically adjust ticket fare. The research adopted PZB Service Quality Model raised by Parasuraman, Zeithaml and Berry (1985) as an empirical method, employing SERVQUAL as research instrument to conduct an empirical research on service quality of Taitung Airport, proving its Gap 1, Gap 5 of Service Quality so as to give advice on business operation improvement, and expecting Taitung Airport to provide passengers with service quality that complies with their demand . Participants in this research consisted of two groups which were the employees of Taitung Airport and passengers travelled on the routes of Taitung-Taipei, Taitung-Orchid Island, and Taitung-Green Island. All employees of Taitung Airport participated in this research for questionnaire survey; on the other hand, passengers, based on different flights, different durations and dates, convenience sampling and surveyed in the waiting room of the Airport. There were 120 questionnaires in total for the employees with 112 valid questionnaires received, and a total of 550 questionnaires for passengers with valid 521 questionnaires. The analysis of the questionnaires was conducted by using the SPSS for Windows 20.0. The major findings of the research indicated that Gap 1 of Service Quality did not exist in Taitung Airport; nevertheless, Gap 5 of Service Quality was present. The figure of Importance-to-Satisfaction Matrix was used to illustrate the analyzed result, suggesting the priority of improvement in relation to service quality problems. The results of the research may become a useful reference for Taitung Airport to improve their business operation.
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LI, YA-JU, and 李雅茹. "A Study of Service Quality of Crowdfunding Platform in Taiwan - Using PZB Model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/27960222497575466438.
Full textAbstract:
碩士朝陽科技大學
企業管理系
104
With the rising of crowdfunding, the crowdfunding platform and the users grow gradually. It is worth investigating how crowdfunding platform should improve the service quality in order to gain the support from the users to achieve sustainable development. This study mainly considers the important factors of service quality of crowdfunding platform. In order to understand and compare the differences between founders and backers’ expectation and perceptive service quality, we have developed the SERVQUAL questionnaire from founders and backers towards crowdfunding platform according to PZB model and SERVQUAL scale. We will give feasible recommendations to crowdfunding platform base on our research findings. The results show that the founders’ service quality of crowdfunding platform can be significantly affected by "responsiveness", "assurance"and "empathy ". On the other hand, the backers’ service quality of crowdfunding platform can be significantly affected by "reliability", "responsiveness"and "empathy". Finally, we will propose useful recommendations for the related founders and backers of crowdfunding platform and our government.
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Liu, Ming-Hui, and 劉明輝. "Constructing a Survey Scale of Green Supplier Based on the Service Model of PZB." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/91683804261989918598.
Full textAbstract:
碩士真理大學
管理科學研究所
97
As the firms continues to meet current and future business needs by improving the technology of the green environment. Regarding the green project is highly a discussion in the present age, as firms want to get the new advantage in the further. Basically, the firms were proceeded the activities of the green survey between the suppliers and the firms, but few focus on the buying firm’s green perspective, and also the buying firm’s perspective and the communication does not directly influence suppliers’ green performance. Specifically, the current supplier survey process does not ensure improved supplier green performance. Therefore, the current firms are focus on the internal green improvements and the environment rules. This paper wants to construct a survey scale of green supplier base on the service model of PZB to meet the buying firm’s green requirement in the green supplier performance and the environment performance. And the survey scale of green supplier to supports the suppliers got the green qualification through the green survey. Therefore, the firms combine supplier’s green performance with green process to strengthen the competitive ability and the new advantage. The paper is based on expert questionnaires to survey the green activities of supplier, and also issued 62 questionnaires. Through the expert questionnaires gathered from suppliers, firms and buying firms in Taiwan, to study the survey of green supplier. The results of the study could offer professional personnel a reference basis for the survey of the green supplier.
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Kao, Chin-Shih, and 高清詩. "The study of the service quality of patient-controlledanalgesia by application with PZB model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/65999542802850630534.
Full textAbstract:
碩士臺北醫學大學
護理學研究所
99
The purpose of this study was to assess the survice quality of inpatient with intravenous patient-controlled analgesia ( IV-PCA ) and applied with PZB ( 1985 ) gap analysis model by the five service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. This study used a cross-sectional study design with a modified scale of service quality questionnaire ( SERVQUAL ) as a structured questionnaire. A total of 110 pairs of medical staff of Department of Anesthesiology and inpatients with IV-PCA at a medical center in North Taiwan were recruited from May to October 2010. The quality of self-assessment in health care service provider, and quality of patients received health service to confirm the service satisfaction and loyalty behavior of patients. Statistical methods were used t-test, paired t-test and ANOVA analysis to test the quality of service differences, and used importance-performance analysis of service quality in urgent improvement projects. The results showed that a statistically significant difference of satisfaction between medical staff and patients, in addition, patient’s satisfaction was significantly positively related with loyalty. This study suggests service provider depends on the result of importance-performance analysis of the quadrant to redistribute human resources to improve service quality and satisfaction.
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HSU, YU-MING, and 許裕明. "Critical factors of store selection of custom group apparel with PZB model: Military leisurewear." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/x85492.
Full textAbstract:
碩士實踐大學
企業管理學系碩士在職專班
106
The cultural and creative industries have gained R.O.C. government’s attention and support in recent years and have been actively promoted. However, the current social trend is changing very fast. The astonishing development of the Internet has forcefully changed our traditional way of thinking. In a society where the pressure of competition and innovation is everywhere, your mindset, behavior and concept all need to be constantly strengthened and updated, or you will be left behind, and every industry faces new challenges as well. Due to the recent transition to an all-volunteer military, the demand for military-themed cultural and creative products from active-duty and retired military personnel also increased. This study uses the Analytic Hierarchy Process (AHP) to analyze the critical factors of the selection of military-themed cultural and creative industry suppliers. A total number of 20 factors were selected based on the five dimensions of the PZB (i.e., SERVQUAL model). This research found that the top three dimensions are empathy, assurance, and reliability; while the top three critical factors are ”resolving the customer’s problems immediately”, “starting from the customer’s interests”, and “quality of company products.” Factors that do not have much influence on the results are “corporate image of the company”, “flexible service hours”, “design and fashion of company products.” A thorough examination of the research results showed that cultural and creative industry managers put a lot of emphasis on execution, customer care, and quality control. On the other hand, they pay less attention on corporate image, flexible service hours, and product design. The author hopes that this research could be helpful in understanding the critical factors of running military-themed cultural and creative industries, and provide references for improving service quality.
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Chen, Yi-Hsuh, and 陳逸修. "The Study of ISO 9000 Impact on Service Quality of University－Using PZB Model." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/9g47qs.
Full textAbstract:
碩士長榮大學
經營管理研究所
96
ISO 9000 is a benchmark and a beginning. It offered the organization the standard of operation and the new idea. Faces more and more severe environment, each school attach importance to service quality gradually. And inducts ISO 9000 has become a new trend. The main goal of this study is to understand service quality of the universities and colleges with or without ISO 9000. Using the PZB model analyzes difference situations in cognition with or without inducting. Attempts to understand ISO 9000 assist service quality in improving. This study proceed the analysis by the PZB concept and the SERVQUAL inventory，and take the faculty of universities as the reseatch samples. Through description statistics，factor analysis，reliability analysis，t-test and One-way ANOVA the service quality cognition the difference. The result of this study：The disparity in age level and the period of service, difference situations in the administrative service quality is obvious. Public schools and private schools on the " Responsiveness "dimension had different impression. The school with or without inducting regarding ISO 9000 anticipated is same, however the school with inducting regarding the service quality actual feeling has surpassed then without inducting. Both sides although all have the service gap, but if can thoroughly carry out ISO 9000 then to cause the service gap effectively to reduce.Moreover, " Empathy " dimension is the important target for the survey service quality. The study induce the conclusion and interpret the meaning of management, and Proposed the correlation suggestions by takes reference for further service application and the theory or principle research.
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Lee, Hsiao Wei, and 李小薇. "Based on the PZB Model to Explore the Customer Satisfaction of the Life Insurance Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/85774969024867641731.
Full textAbstract:
碩士實踐大學
企業管理學系碩士在職專班
100
The insurance industry is the typical service industry. The core value of the insurance industry is to provide consumers extra value-added and better services in order to create the advantages for the industry. One of the main motivations of this research is how to retrieve consumers and minimize the loss of consumers This research focuses on the consumers satisfaction of the insurance industry by the PZB model, the KANO model, and other relevant theses. The survey questions are based on the SERVQUAL. The survey participants are the insurance consumers of Shin Kong Life, Cathay Life Insurance, Fubon Life, and Nan Shan Life. This research uses the KANO model to analyze the valid surveys to see the differences of expected values and the actual satisfaction, and discuss the differences of the insurance consumers’ needs and service quality, and the strategies for the improvement. This research finds under the expected values and actual satisfaction, except for the tangibles, the other rates of the actual satisfaction, including the reliability, the responsiveness, the assurance, and the empathy, are not as expected as they should be. And there are many elements of service quality need to be improved. Key words： insurance industry、service quality、service satisfaction、PZB model
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Lin, Nan-Yao, and 林南耀. "An Empirical Study of PZB Service Model for the Customer Service of Diagnostic Medical systems." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/93650664670230639112.
Full textAbstract:
碩士國立成功大學
經營管理碩士學位學程
97
The purpose of this study is to identify the influrnce of service quality on customer satisfaction for the customer service of diagnostic medical systems. This study firstly built the conceptual structure of study based on relevant reference, journals and studies in the field of quality, service , the quality of service and customer satisfaction etc..Furthemore, this study adopted the research of service quality developed by Parasuraman，Zeithaml & Berry(1985) and their successive studies which argued that the defference, or gap between service quality and customer expectation in service will impact on customer relationship. Therfore,this study was to examine the argument mentioned above with a large global medical systems company and its 50 employee and 200 customers. In the study , questionnaire was designed for two versions ; one for employee of the company and the other one was for customer to probe respectively the level of expected service and perceived service perceived by employee and customer, and then the study employed descriptive statistics to build up the distribution of variables ,t-test to test the significance of the gap between expected service and perceived service, and the analysis of regression to identify the influence of gap on customer satisfaction. The results of the study have proven that the gap between expected service and perceived service on both customer and service provider’s perspective was significan, and the gap between expected service and perceived service is a factor that affects the customer satisfaction. Furthemore, in the study, the AHP was utilized for screening critical determinants of service quality which affect customer satisfaction more than others in the study . The conclusion of the study will provide the company with suggestions to improve service operation, process and specification of service quality; by doing so, the gaps between customer expectation in service and perceived service could be improved ,and reach better performance of customer satisfaction.
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Chen, Mei-fang, and 陳美芳. "An Emperical Study on the PZB Service Quality Model--with T Company as an Example." Thesis, 1994. http://ndltd.ncl.edu.tw/handle/80557096591631895722.
Full textAbstract:
碩士大同工學院
事業經營研究所
82
From 1985, a series of articles by Parasuraman, Zeithaml, and Berry has traced the development of a theory that attempts to explain how consumers acquire perceptions of the quality of service firms. And paralled with their theory development they have experimented with various ways of measuring the hypo- thetical dimensions of service quality. Most of families have lots of home appliances, yet they inevitably encounter problems more or less when they use them. Thus, we believe that the kind of electrical repair and maintenance--deserves careful research. As T company always emphasizes service quality, so this student will take it as our research subject. Conclusions: All the five Service Quality Gaps are significantly different for T company''''s service stations. Moreover, there are significant differences on the five service quality dimensions for each gap, except for the Gap 1. There must be some other antecedents which are not explored in the PZB Extended Service Quality Model lead to the Gap1 and Gap4 for the special organizational culture of T company''''s service stations. Second, the Gap2 of T company''''s service stations is caused by only one facet of Task Standardization. Third, the Gap3 of T company''''s service stations is caused by one facet of Supervisory Control System;one facet of Perceived Control. Gap1 is the most important in assessing service quality of T company''''s service stations. According to the results, T company should put emphasis on the following points as their quality improvement directions. 1. Putting emphasis on Marketing Research Orientation. 2. Standardizing tasks through automation. 3. Establishing a good reward system for the first-line employees. 4. Instilling the cognition--the value of customer service-- into the minds of the first-line employees.
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Tu, Wei-Cheng, and 涂偉承. "Using The PZB service quality model to Explain the Logistics Service Quality on Food Distribution." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/jszbqg.
Full textAbstract:
碩士國立高雄第一科技大學
資訊管理系電子商務碩士班
106
The purpose of this study is to get to the perspective of the food distributor, and to understand the problem of the case study by the case study and the problem of the logistics of the food distribution industry, and to use the PZB model to analyze the quality of the product that the manufacturer has received, and then to collect the data in the form of an expert interview and questionnaire. The questionnaire is based on the PZB service quality theory model as the structured interview topic, and the open in-depth interview, so as to achieve the semi-structured logistics service research to develop the relevant indicators to improve the competitive advantage of the enterprise. The questionnaire is distributed to the chairman, middle and bottom managers of the whole a company. After that, the interview data and the expert questionnaire analysis and processing were collected, and the recording data were converted into verbatim manuscripts in the process. The places where the verbatim manuscript was not clear or the meaning was not clear were confirmed and checked with the interviewees. After confirmation, the data were initially organized according to the research topic and discussion. After the above data processing and analysis, there are several topics that have been analyzed and organized in the food distribution industry, such as logistics demand, logistics consumption and improvement of experience in logistics use. In view of that follow, it is suggested to consider expand the study gap from i to iv, the sampling object is limited to consumers who have use the bulk food distribution service, but the consumer who has not used the bulk food distribution service is still a majority, and the future study should be discussed in the context of factors affecting the use of the delivery service of this group.
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CHENG, CHENG-CHIH, and 程正志. "Applying PZB Model and Importance-Performance Analysis to Investigate the Service Quality of Hemodialysis clinic." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/q97hk2.
Full textAbstract:
碩士國立雲林科技大學
高階管理碩士學位學程
107
Taiwan has been performing hemodialysis for more than 50 years. Since the implementation of national health insurance in 1995, chronic kidney failure, which is a major injury, enjoys free dialysis treatment, resulting in the popularization of dialysis treatment. The incidence and prevalence of dialysis in Taiwan, is also one of the highest in the world. Therefore, the hemodialysis centers in various places are generally established to benefit patients for medical treatment, but they also intensify competition in various dialysis centers. Therefore, the quality of dialysis services has become an important factor in the choice of dialysis institutions. This study is based on the well-known theoretical framework of academia, including PZB gap model and IPA (importance performance analysis). It discusses the satisfaction degree of medical service quality in case clinic dialysis patients. Firstly, SERVQUAL service quality is used. Design the questionnaire, and then use the“ bed side patient interview” and “employee self-answer questionnaire” to collect data. After software statistical analysis, the patients attention, patient satisfaction and employee attention are obtained. Then the PZB model gap 1 and gap 5 are obtained. The study analyzes and uses the IPA two-dimensional quadrant distribution graph to understand the service items that need the most improvement, and provides the results of the study to the case clinic for the improvement of the analysis results. The results of the study showed that the top three most satisfactory among all the questionnaire items were "reliability". "The nursing staff can really measure the blood pressure during dialysis" (4.91), "the nursing staff on the process of getting on and getting off the machine is proficient and smooth (4.87) and "Physician can explain the condition in detail" (4.87), indicating that the patient satisfaction in case clinic can actually fulfill the service promise and give the highest score on “reliability”. In the analysis of the gap between the patients " expected value" and "satisfaction" (Gap 5), the project with the worst score and the largest gap with the expected value is "the nursing staff is skilled in injection technology" (drop 0.191), p value < 0.01, and The IPA analysis results are the same. It is the only one that falls into the “concentration here ”zone and is listed as the most important priority improvement project. It can be seen that the injection technology of nursing staff is the most important service to be strengthened. In the analysis of the gap between the “patient expectations” and “employee perceptions of those expectations” (Gap 1), the project with the largest gap is “Convenient transportation service” (drop 0.8), p value < 0.01, showing employee’s cognition of the car transfer service is that the patient does not pay much attention to it. In fact, the patient attaches great importance to this service. In addition, the ‘patient expected value score’ shows that the care of the dialysis staffis is the most important for the patients. The top three are "The process of nursing staff to get on and off the machine is proficient and smooth", "the nursing staff can really measure the blood pressure", and "the health education instructions of the nursing staff is clear and easy to understand", so the role of the nursing staff is very heavy in the dialysis center, even more than the physicians, and the patient pays great attention to the nursing staff. In every aspect of the service process, employees should perform standard operating procedures and maintain high-quality service standards. Of course, according to the IPA analysis results, most of the projects are in the " keep up with the good work" zone in the first quadrant. Only the " nursing staff is skilled in injection technology" is a priority improvement project.. Generally speaking, the patient get the impression that the performance of the caseclinics service quality is generally satisfactory, and will be willing to stay in the clinic to accept hemodialysis treatment.
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Tseng, Chien-Lin, and 曾千玲. "A Study of the Service Quality of Academic Innovation Incubators in Taiwan – Using PZB model." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/08356631424228398030.
Full textAbstract:
碩士國立屏東科技大學
科技管理研究所
98
Most of the previous researches on academic innovation incubators were focused on evaluating the performance. However, those researches can only reveal whether the incubators can offer the services that tenant firms need or not, but can't tell the quality of the services provided. Since the service quality is one of the important performances of the incubator, This study investigates the differences between the tenant firms’ expected and perceptive quality of the services and finds out the items composing service quality of academic innovation incubators. The SERVQUAL model is used and expanded. A census was conducted. Questionnaires were mailed to 1070 tenant firms. Except for 20 mails were returned due to wrong mailing address, 110 valid questionnaires were collected, resulting in a valid return-rate of 10.48%.The results show that the perceived quality is significantly higher than the expected quality. The startup companies feel significantly better services than non- startup companies. Furthermore, companies of different industries, numbers of employees, or locations have significantly difference in judging the service quality. An in-depth analysis shows that the service quality items can be grouped into 7 categories and the service quality can only be affected by 13 items out of total of 40 items. Based upon the funding, the author suggests both the incubators and their tenant firms have to construct a way of in order to prevent the misunderstanding or to fill the communication gap. Specifically, the problems that whether the service demanded and supplied are the same, and whether there are enough resources to carry out the services.
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Tseng, Yu-Ching, and 曾毓晴. "Using PZB and Kano Model to Study Service Quality of Small-size English Cram School." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/16135577598500561197.
Full textAbstract:
碩士國立臺灣科技大學
管理學院MBA
102
English has become an international language and been integrated into people’s lives as a means of communication. There is no doubt that English is the most spoken language all over the world. Taking a small-size English cram school in Taipei City as an example, the researcher tries to investigate the demand of students from aged 7~18 years old. What are the major elements students concern before coming to cram school? What elements that students care after service is rendered? Parents have the biggest role as promoter, influencer, determiner and purchaser. Children are the users, but parents are the decision makers. Their relationship is too complicate to tell them apart. What are the attributes that parents care the most? The study applies five dimensions of PZB service quality model (SERVQUAL Scale) including tangibles, reliability, responsiveness, assurance and empathy as a survey basis to develop nineteen items, trying to find out students expectations and perceptions through qualitative method. By adopting Kano model to design questionnaires with question pairs (positive and negative) to survey parents. Each service quality attributes is then analyzed and classified into one of the five quality attributes from parents’ perspective. There are four must be quality items, two one-dimensional quality items, four reverse quality items, five indifferent items, and four ineffective items. Besides, further integration to explore each service quality to enhancing satisfaction and elimination of dissatisfaction influence degree.
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Ju, Yang Wei, and 楊濰汝. "Using PZB model to Explore the Relationship between Customer Satisfaction and Revisiting Willingness of Leisure Farms." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/64007419557888918698.
Full textAbstract:
碩士明新科技大學
服務事業管理研究所
100
This study, based on PZB service quality model, was to explore the relationship among service quality, satisfaction and revisit intention through visitors on leisure farms, and to understand the differences of different demographic variables in service quality, satisfaction and revisit intention. The objects of this study were visitors from leisurel farms, adopting the approach of purposive sampling with a total of 1450 questionnaires and returning 1190 copies. The ratio was 82%, in which excluding 188 invalid questionnaires, 1002 copies were valid. The results showed that: 1. Participants held positive significant relationship among service quality, Satisfaction and revisit intention. 2. Different “education level" presents significant differences in the reliability dimension of service quality; different “personal monthly income” presents significant differences in service quality, satisfaction, and revisit intention. In this study, for further verification, visitors of package tour to Jhaomen Hsinchu were selected as our research target, verifying PZB service quality model to explore the relationship among service quality, satisfaction and revisit intention through visitors leisure farms. The findings confirmed that most of the basic information of the visitors will not affect the service quality, satisfaction and revisit intention of visitors on leisure farms; leisure farm (Agricultural District) information provision, route planning, security, the needs of tourists, and the pros and cons of hardware equipment and services will affect visitors' attitude towards service quality, satisfaction and revisit intention in leisure farms; therefore, this study showed that service quality will affect satisfaction and revisit intention of tourists visiting in the leisure farm (Agricultural District). Finally, according to the results of the study, we proposed specific recommendations as a reference of the industry and future researchers. Keywords：Leisure Farm, Service Quality, Satisfaction, Revisiting Willing
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HUANG, CHAO-FENG, and 黃兆鋒. "On Satisfaction Level Toward Coast Guard Administration’s Public Service by the Application of the PZB Model." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/71697366021105654179.
Full textAbstract:
碩士義守大學
管理學院管理碩士在職專班
101
The purpose of this study is to use the the PZB mode the (Parasuraman, Zeithmal & Berry model, 1985) and its developed the SERVQUAL structure type scale as a survey tool. By the dimensions of service quality: tangibles, reliability, responsiveness, assurance and empathy, is there a significant difference to explore people's expectations and the actual level of service quality of CGA, to understand the impressions and feelings of the people CGA. This study used a modified SERVQUAL scale to assess Service Satisfaction, and Coast Guard Administration Southern Coastal Patrol Office under the jurisdiction of three of the Kaohsiung Cijin regional: inspection office, commodity inspection and integrated service center for study object. the analysis methodologies included descriptive statistics, reliability and validity analyses, t test, one-way ANOVA. Following is the results that emerged from the present study: (1) Respondents younger people and more for fisheries practitioners, male graduation from high schools (vocational) average monthly income of 20,000 - 40,000; (2) Empathy most respondents said they expect of the service Quality and actually feel Satisfaction; (3) People actually feel the level of service quality satisfaction is greater than the expected; (4) Service quality will be significant differences between people feel different background variables; (5) have a higher degree of expectation or actual feelings in "Coast Guard personnel, emergency relief event rapid response capability" and "Coast Guard authorities to attach importance to the recommendations of the people, and actively improve"; (6) have a lower degree of expectation or actual feelings in "Coast Guard authorities to provide adequate business trip spaces", "Coast Guard authorities appearance of their business and the environment clean and comfortable." And "Coast Guard authorities to provide the public with appropriate electronic services" Based on the findings, recommendations to the Coast Guard authority for future improvements: (1) Regular monthly practice life-saving, rescue and boat handling, and acceptance of the employee's training benefits at any time; (2) the establishment of public opinion handling mechanism, should pay attention to the opinion of the people and improve the real-time processing; (3) integration of existing urban bus and road passenger transport routes and provide adequate car and motorcycle parking space; (4) assisting and maintaining poor or bad hardware construction of the unit, clean and comfortable business trip to the public; (5) to build e-service query, so that people easier to find relevant information.
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Chien, Tsai-Chin, and 簡彩琴. "Using PZB Model to study the Service Quality of the Central Disbursement Operation of the Treasury." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/45530255000999620539.
Full textAbstract:
碩士中國文化大學
企業實務管理數位學習碩士在職專班
101
Using PZB Model to study the Service Quality of the Central Disbursement Operation of the Treasury Student: Tsai-Ching Chien Advisor: Prof. Wuu-Yee Chen Chinese Culture University ABSTRACT The issue of pursuiting high quality of service is not only important for the private sector, but also the government departments. It had been increasingly attentioned and concerned day by day. The purpose of this study was to investigate the difference between expectations of payment business service quality and the actual contact service of accounting staff of the central government organazations. By analyzing the gap of service quality and its causes from the study, this reference can provide to government department for future administrative plans. Based on the theory proposed by PZB, this study adapts the model of the SERVQUL. The questionnaire is used as a research tool. Morever, it uses a Likert scale to do investigation, construct three dimensions, assurance, reliability and tangible . Investigating the study, it shows that the gap of expectations of payment business service quality and the actual contact service of accounting staff of the central government organazations is existed. The standard and relative relationship betwwen the quality expectations, cognitive, and its dimensions had been achieved. The quality of payment business service can thus be promoted. The first one is to enhance paying attention to reflected comments. The second one is to strengthen and pass internal experience to next generation. The third one is to strengthen transacting business forum. Key words: quality of service, PZB, government departments
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Tsai, Dung Bo, and 蔡棟柏. "Exploring Crisis Management Control by Using PZB Service Quality Model - Taking Chunghwa Telecom as an Example." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/53620879857231558088.
Full textAbstract:
碩士開南大學
公共事務管理學系
97
The world is entering to an informational society in which everything is based on a telecommunication network. Advances in software and hardware of telecommunication have allowed people and companies to transmit messages efficiently. Telecommunication has become a necessity of our daily lives; it could lead to tremendous inconvenience and economic losses while the network system is damaged by natural disasters or other emergency situations. Therefore, crisis management planning is an essential component of an organization’s business continuity strategy during an emergency. This is a study using PZB service quality model as a foundation to explore the comparative relationship between crisis management planning and telecommunication service quality. The survey will be taken from Chunghwa Telecom‘s home customers, business customers and employees. It would be costly for the company if they do not have crisis management control to minimize the impact of disasters on employees and customers. It would be a proactive approach to adopt crisis management control theory to manage and implement disaster preparedness, immediate actions that should be taken when disaster strikes and ongoing procedures that should be followed in the disaster’s aftermath and recovery period. After collecting, analyzing and testing the data by using PZB Model of Service Quality Gaps from the survey, this study concludes that Chunghwa Telecom has Model of Service Quality Gap 3, Gap 4 and Gap 5. There are three suggestions for Chunghwa Telecom to strengthen their competiveness: firstly, service attitudes adjustment. A customer service receptionist is the first line of direct contact with the customer, hence, improving customer services receptionist’s professional skill could lead to better customer service satisfaction and loyalty. Secondly, avoid excessive advertising. When advertising, sales people or the web site have given the hint of potential benefit but may over-emphasize the promise which would make customers have higher expectations. It could lead to huge gap between expected service quality and actual experiences of service quality. Third, establish a risk assessment system and execute necessary crisis management methods, including consolidating crisis education, publishing crisis handling guidance procedures, build up crisis management systems in order to integrate the practice of crisis management. Chunghwa Telecom will have better service quality with the implementation of these suggested procedures.
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Chen, Kuan-Ying, and 陳冠穎. "The Study of Service Quality of Housing Interior Design―An Analysis Based on PZB SERVQUAL Model." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/49597768358312282003.
Full textAbstract:
碩士大葉大學
設計研究所碩士在職專班
96
ABSTRACT Interior designer is the key person who involves and dominates the all process of interior design and decoration. During the process complexity and variability, most of cases were result the disputes and arguments. When the arguments happened, at the interior designer perspective there are inevitably caused reputation damaged, profit lose and difficult payment collection. On the client side there are unexpected over budget, project delay and disappointment gap between expectation and reality. Therefore how to eliminate the arguments and enhance the communication and interaction with the client, provide a platform to improve the service quality becomes a key ability of interior designer besides concept design and sketch. This research was quoting Parasuraman, Zeithaml and Berry SERVQUAL Model as study research theory, extend interior design service quality scale list from Parasuraman, Zeithaml and Berry SERVQUAL Model - Multiple-Item Scale and then interview individual cases, analyze 22 service factors to realize the root cause of argument and hope to reduce argument damage. Moreover, through this analysis to establish a standard service quality checklist and model to be communication tool between designer, constructor and client. From this study we realized the arguments may happen in any process of interior design and construction. The most important elements of interior design not only providing tangible design concept and drawings but also the intangible service attitude. During providing design service process, if designer cannot clearly understand what client expectation in their mind and neglect intangible service request may created service quality difference. By creating designer and constructor (material vendors) service quality score and established service quality model, look forward to eliminate the arguments occurred and provide to interior industry as pattern for service quality improvement.
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Li, Yen-Ping, and 李燕苹. "Exploring Service Quality Management with Chemical Trade Company. - A Study of PZB Service Quality Deficiency Model." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/ts8ct3.
Full textAbstract:
碩士崑山科技大學
企業管理研究所
102
This case study is based on one particular Taiwan Trading company. Upon expanding from micro-enterprise to macro-enterprise, this retail sales company usually faces the problems of incomplete rules and regulations, poor services flow chart which result in quality of services could not be upgraded, and no breakthrough sales volumes. This research first makes use of the work flow of this case study to draft out the service blueprint of the company, and from the service blueprint differentiates into the customers action, onstage contact actions and backstage contact actions and support processes (program or technology) four portions, and correspond with the related departments of the company of this study. Finally, after interview and inductive analysis, we will find out the gaps in the PZB service quality gaps and view completely why the cause of these gaps, using the five dimension measurements of Reliability, Responsiveness, Assurance, Empathy and Tangible, and propose how to improve the overall service quality to meet the customer’s satisfaction and create the profitability of the company of this case study – a double win-win results.
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Hoang, Thu Thi Hoa, and 黃氏秋花. "The Effect of PZB Model on Purchasing Intention The Case Study of Vietnam – BIG C Supermarket." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/ku7d6a.
Full textAbstract:
碩士健行科技大學
企業管理系碩士班
104
For industries, customer satisfaction is important, but customer loyalty is more significant. This study was designed to investigate service quality, customer satisfaction , customer loyalty and purchase intention. The following objectives - first: a deeply understanding of the status of service quality, customer satisfaction, customer loyalty and purchase intention. Second, to explore the relationship between service quality, customer satisfaction, customer loyalty and purchase intention of relevance. This research was used questionnaire survey method, "service quality, customer satisfaction and customer loyalty, purchase intention case study of the supermarket in Vietnam-BIG C", issuing 300 totally, recovering a valid questionnaire to add up to 264. We get the empirical results by exploratory factor analysis, and validity analysis, regression analysis, One-way ANOVA to verify the assumption that research supposes. The results of this study showed that (1) the service quality has a positive impact on customer satisfaction; (2) the service quality has a positive impact on customer loyalty; (3) the service quality has a positive influence on purchase intention; (4) the customer satisfaction has a positive impact on customer loyalty; (5) the customer loyalty has a positive influence on purchase intention. Consequently, the analysis pointed out that the better service quality in the supermarket will develop more customer satisfaction, customer loyalty will be growing up by increasing customer satisfaction, so does the purchase intention to expand and to achieve the objective of business profit.
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Lin, Chia-Hong, and 林家弘. "Application of PZB Service Quality Model in Evaluating the Medical Service Quality of Nurse Practitioner Care." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/a9cj3m.
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碩士國立臺灣大學
護理學研究所
105
Background and Objective: Taiwan Nurse Practitioner Care Model (NPCM) is the nurse practitioners in collaboration with the auxiliary physician-in-charge to provide continuity and integration of the patient''s medical care. Many hospitals apply this care model to replace the shortage of resident physician. However, at present, there is no related research in Taiwan about whether the quality of medical service of the nurse practitioners meets the expectation of the patients and how the patients feel about the care model. Therefore, the purposes of this study were to: (1) explore the demographic and disease-related characteristics of patients under the NPCM, (2) investigate the patients’expectations of the quality in the NPCM, the perceptions of the actual care provided and measure the gap between patients’expectations and perceptions, and (3) identify the important factors affecting the quality of the NPCM. Methods: This study adopted a cross-sectional, descriptive correlational design with purposive sampling to collect the data from a medical center in Northern Taiwan. The PZB service quality model was used to develop the modified Service Quality (SERVQUAL) scale. The structured questionnaire included patients’ demographic and disease-related characterisitcs of patients. The survey was conducted from 1st June to 30th November 2016. Finally, 200 patients inculded in this study.The construct validity was examined by exploratory factor analysis, and the data were analyzed by descriptive analysis, independent t-test, paired t-test, one-way ANOVA, Pearson’s correlation, and generalized estimating equations(GEE). Results: The modified SERVQUAL scale had a good construct validity with 5 factors which could explain 66.76% variances. The scale had the good reliability of internal consistency with Cronbach''s Alpha value 0.969. Major patients were those with stable disease, were male (56.5%) with mean age of 57 years old. Most of them did not understand about the role and position of nurse practitioners. The results of the study showed that patients had overall high expectation (M=6.46) on the quality of medical service in the NPCM, and the average scores of the patients’perceptions (M=5.77) were above the middle level of the scale, which showed that the patients recognized the care by nurse practitioners. Comparing the five medical service quality dimensions, patients had the highest expectation of "Reliability", and the lowest perception in " Responsiveness." Differences between expectations and perceptions among the most of the dimensions were significant (p < 0.001). The largest gap between expectations and perceptions was “Reliability" (M=1.998), following by " Responsiveness "(M=0.828). The smallest gap was "Tangible" (M=0.088). The results revealed that the patients with a higher level of cognition of the role and position of nurse practitioners or admitted from the emergency department had greater gaps in quality of medical care. However, the patients felt the authenticity of the medical care performed by nurse practitioners, the gap in quality of medical care would be smaller regardless of the frequency of the nurse practitioners’ visitings. Conclusion and recommendation: There is still gap in quality of medical care perceived by the patients, especially in the dimension of reliability. Overall, the results of the study suggest the service quality dimensions of “Reliability”, “Responsiveness” and “Assurance in the nurse practitioners care model should be firstly improved by performing following suggestions: (1) Nurse practitioners should enhance the abilities in assessment and management for major diseases’ sign and symptoms, particularly in fatigue, pain, fever and comorbidities. (2) Nurse practitioners need to explain the details of the disease progression, medical procedure and precautions to the patient or his families before the examination or treatment to reduce the patient''s fear and anxiety. (3). Nurse practitioners should cultivate the patient-centered with evidence-based health care so that the patients will be more trust on nurse practitioners. Then, that will help nurse practitioners to build trust and credibility with patients and improve the continuity and integrated quality of medical care.
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Wu, Chia-Ying, and 吳佳穎. "An Analysis of Medical Service Quality by Using PZB Gap Model-Based on Zone of Tolerance." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/px39wt.
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碩士國立臺北護理健康大學
健康事業管理研究所
105
Background and Objectives As to the sufficient medical information, people may pay attention on their health that also promotes the increment of medical service provision. In this study, we adopt the concept of PZB service quality gap model and expected zone of tolerance to investigate the medical service quality for in Taipei City Hospital. Methods We use the questionnaire to ask the out-patients of Zhongxing branch, Taipei City Hospital and there are 304 effective questionnaires were returned. We used the SERVQUAL instrument that compromised five dimensions: empathy, reliability, assurance, responsiveness and tangibles. While verifying the existence of service quality variables (Zone of tolerance, measure of service adequacy and measure of service superiority). To explore the effect of service quality variables on patient satisfaction and patient loyalty, we use the linear regression and mediating effect to analyze the relationship between service quality, patient satisfaction、patient loyalty. The Importance-Performance Analysis is used to find item that can improve the medical service quality. Results The results indicate that the three service quality variables of zone of tolerance, measure of service adequacy and measure of service superiority are existence. The patient satisfaction affects the patient loyalty positively and the service adequacy affects the patient loyalty and patient satisfaction positively. The result implies that the service adequacy has the mediate effect to the patient loyalty. The superiority affects the patient loyalty and patient satisfaction positively that imply the mediate effect existed between the service superiority and patient loyalty. Therefore, the service adequacy and the service superiority can be uses to improve the patient satisfaction. The results also indicate that medical service quality is an important factor to improve the empathy and reliability scales. Conclusions The hospital may improve the medical service quality by promoting the service adequacy and service superiority for enhancing the patient satisfaction. In the other words, the hospital staffs should respond the patients’ inquiries promptly and immediately, realize the aware of patients’ needs, consider the demand of patients, provide the services on time, solve the patients’ problems, and provide the correct service procedure. If the item can be followed by hospital manage, then the patient satisfaction and loyalty can be enhanced.
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TSENG, TUZ-HSUAN, and 曾子宣. "Constructing Teaching Quality Evaluation by KANO and PZB Model: A Study on a College of Management." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/37z2cw.
Full textAbstract:
碩士國立雲林科技大學
企業管理系
106
Facing higher education popularizing and the trend of fewer children, universities all have pressure of lack of students. For sustainable development, universities have to increase teaching quality and student’s satisfaction. This study tries to recognize the gap of teaching quality between teachers and students by KANO model to identify the teaching quality factors and PZB model. This KANO model adopting Likert scale to classify quality factors improves the analysis approach that determines quality factors by ratio. In order to avoid determining of quality factors by the highest ratio, this study adopts average approach to respect the opinion of each sample. The results shows that teachers should determine the students’ recognition of teaching quality factors as there are gaps between teachers and students, then takes care of the teaching quality factors following the order of the Must-be Quality, One-dimensional Quality and Attractive Quality based on students’ recognition.
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Chen, Hsin-ju, and 陳信汝. "Exploring Relationships among Health Care Quality and Patient Satisfaction on Patient Loyalty by Applying PZB Model." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/72878q.
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碩士國立中山大學
醫務管理研究所
96
Health care quality become an important issue of hospital’s management while the change of external environment such as the National Health Insurance program implementation and continuously reformed. The medical market turned into the highly-competitive, and patients are more concern their right and the quality of health care. By health quality improvement, hospitals can reduce medical malpractice and decrease the costs of medical administration. Health service quality is also an important factor of patient satisfaction. Increasing health service quality not only can improve patient satisfaction but also increase patient loyalty. And patient can get better medical care through the improvement of health service quality. It will increase their satisfaction and loyalty of hospital. The long-term relationship between hospitals and patients will help hospitals built their better image and reputation. This study applies PZB model and health quality factors to survey gaps of health service, the difference of service quality, patient satisfaction and patient loyalty. The result shows that service quality and satisfaction have positive effect of loyalty. At last, according to critical study findings, this thesis proposes certain suggestion. Wish medical managers can use these results to explore the key problem of health service. Through improvement of health service quality, it may raise patient satisfaction and increase patient loyalty to the hospitals.
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Li, Pei-Hsuan, and 李佩璇. "A Study of Parents Service Quality Expectation toward Complete School-A Perspective of PZB Gap Model." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/53572943339915878749.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
101
This study adopts the PZB Gap Model, aiming to understand and compare the extent and difference of influence between parents’ expectations of the school service quality and their perception of the content of services that a complete school offers. The relationship is investigated between word of mouth communication, past experience, and expectation of service quality in order to make suggestions for improving the efficiency of school management. Hopefully, it can help to increase future competitiveness of the complete school. Through reviewing domestic and foreign literatures, a questionnaire is self-constructed. A total of 465 questionnaires are distributed to parents whose children go to a complete school and 420 valid samples are returned with a response rate of 90.32%. By using IPA, descriptive statistics, difference test, correlation and regression, the degree of importance, relationship and predictive power are investigated from the perspective of word of mouth communication, past experience and expectation of service quality. The findings of the study show that as far as past experience is concerned, nearly 80% of the parents hold a positive attitude towards the school; however, they show low levels of satisfaction with the three items: distinctive uniform, diverse school clubs and strong intention to stay even if there were other schools to choose from. As to the perspective of the importance and satisfaction levels of parents’ expectation of service quality, there are three items that parents think should be greatly improved, including a safe, hygienic environment and facility, daily lunch offers and teachers’ attention to individual students’ interests. As for word of mouth communication, parents firmly think the complete school should be dedicated to improving the following three items: I’ve heard that the school has offered students part-time job opportunities, I’ve heard that the school has arranged for students to go back to their elementary school and promote the school, and I’ve heard that the school keep good relations with the media. Besides descriptive analysis, the three hypotheses of the study are also statistically supported by empirical evidence. There is significantly positive relationship between word of mouth communication and expectation of service quality. There is significantly positive relationship between past experience and expectation of service quality. There is significantly predictive relationship between the two (word of mouth communication and past experience) and expectation of service quality. According to the findings, the study attempts to offer suggestions and formulate specific service strategies in respond to feedbacks collected through the PZB Gap Model from the perspectives of school business management, marketing communication and parent relationship interaction.
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CHEN, CHIH-WEN, and 陳誌文. "Application of IPA Method and PZB Model to the Survey of Service Quality of Public Administration." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/62102492914081492857.
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碩士國立臺中教育大學
教育資訊與測驗統計研究所碩士在職專班
104
The service quality of public administration has been major concern worldwide. Providing quality service to satisfy the needs of its citizens is of paramount importance for the government. Modeling the spirit of contemporary enterprise management and setting quality service as its core value promote sustainable development of public administration.This study uses the citizens of a village from Beitun District of Taichung as participants. Based on the SERVQUAL model of service quality proposed by Parasuraman, Zeithaml, and Berry (PZB), Degrees of Emphasis and Satisfaction of Administration Quality Survey is designed and then used to investigate service quality of the village office. This study further uses Importance-Performance Analysis (IPA) to find out the inadequacies and defects of basic-level administrative department in handling public affairs. The results provide quality improvement methods and innovative strategies for the local government, which helps improve the service quality of village office.This study directly investigates administration quality, using Likert 5-point scale method rather than the indirect variance-based method. Degrees of emphasis and satisfaction are represented by degrees of importance and performance, respectively. According to the results of the survey, a coordinate graph is plotted with degree of emphasis as vertical axis and degree of satisfaction as horizontal axis. IPA method reveals that the factor requiring the most improvement is located in the area of high emphasis and low satisfaction regions. According to the seven items that require the most improvement, administration inadequacies are mainly classified in responsiveness and reliability categories. Basic-level administration departments should strengthen their professional skills in order to boost their service quality and quantity. Government staff should satisfy the needs of their citizens and complete their work adequately and efficiently in order to make themselves reliable and trustable. Through PZB model and IPA method, this study proposes feasible improvement plan to improve government efficiency and citizen satisfaction.
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Chen, Yuan-Sheng, and 陳原生. "A Study on the Service Quality of Portable Car Navigation Systems through TAM and PZB Model." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/35628950953354493195.
Full textAbstract:
碩士華梵大學
資訊管理學系碩士班
96
The portable car navigation system combined with the electronic map and the intelligent transportation information system can provide the driver of the vehicle movement information and routes guided. Due to the high development of the consumer electronic technology and the demand of the market, this portable car navigation system towards masses market gradually. Since this car navigation system connected to GPS system, it can offer the correct and valid navigation service more rapidly. However, the number of users and the usage are not actually so popular in Taiwan. The purpose of this research is to study the Service Quality of Portable Car Navigation Systems through TAM and PZB Model. Furthermore, we empirically investigate an extension of the Technology Acceptance Model (TAM) to explain the individual acceptance and usage of portable car navigation systems. The questionnaire survey was conducted to examine among the perceived functions, the perceived usefulness, the perceived ease of use, tangibility, reliability, safety, practicability, entertainments, and the attitude toward using and the intention to use the GPS driving navigation system. It applied data analysis methods include the factor analysis, the difference analysis, and the canonical correlation analysis to develop a scale measuring user perceived service quality on portable car navigation systems. This research sends out 300 questionnaires altogether, the number of valid samples collected was 205: The service quality dimensions are positively associated with perceived usefulness and practicability. The service quality dimension has more significant influence on the user’s device than that of perceived usefulness. The service quality dimensions are negatively associated with perceived ease of use and tangibility. It is not apparent on the safety, the reliability, and the entertainment dimensions. However, it has very great drop with the expected value on the serving quality and the device operation quality. The results may bring some insights to practitioners marketing and service development strategy of the portable car navigation system.
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CHOU, YU-PU, and 周昱甫. "Using PZB Model for Kaohsiung Public Bike Service Quality Expectations and the Actual Perception of Importance." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/30663824058424542918.
Full textAbstract:
碩士國立高雄應用科技大學
工業工程與管理系碩士班
104
This paper proposed a PZB service quality model to compare and analyze the service quality between the expected degree of attention and the perception of the actual, and which is applied in public bicycle in Kaohsiung, which make service providers become more understand the consumer needs and find the question of service quality, then elaborating strategy to improve. In this study, use descriptive statistical analysis, reliability and validity analysis, factor analysis, analysis of variance and paired sample T test analysis. The results showed that total of eleven are significant, there are eight significant questions: "public bike rental system has the correct record time", "public rental bicycle system low failure rate", "public bike for user complaints and good ability to handle complaints", " public bike customer service staff will be happy to customer service and help solve the problem of the use of bicycles ", " Public bike to develop a reasonable payment system", "public bike rental system application is simple and fee-free", and "public bicycles have regular maintenance bicycle parts, allowing users to use the security", "public bike rental system open 24 hours, so that users can always use", Kaohsiung City Government to explain the bicycle user exceeds the expected quality ;the other three questions: "station sufficient of public bicycle", "public bicycle is sufficient", and "customer service staff of Public bicycle has professional knowledge that can provide important information for consumer needs". So Kaohsiung public bike should be low usage sites migrated to popular scenic spots of light, high population density near the MRT station exit, near the schools and export processing zones, which reduce costs but also to increase sites set and bicycle quantity, and enhance expertise and Tourism Policy bicycle support staff.
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Wang, Chiao-ling, and 王巧玲. "Use PZB Model to Emphasize the Service Quality and Customer Satisfaction of Individual Income Tax Return Policy." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/98110439738509058463.
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碩士國立臺南大學
科技管理碩士班
100
The studies by Parasuraman, Zeithmal and Berry three scholars proposed "Service Quality Evaluation Model" to study the structure, against the ground to the Sinying Branch, National Tax Administration of Southern Taiwan Province, Ministry of Finance individual income tax return business taxpayers service quality and satisfaction studies, survey method and issued a total of 400 questionnaires, valid questionnaires from 317, so as to understand taxpayers to the individual income tax return of the relationship between measures of expectations and actual feeling degree. The study found that taxpayers'' expectations and the actual feeling of service quality have significant differences, the actual feelings of the service quality is lower than expected service quality standards. In perceived service quality, male, taxpayers over the age of 61 indicate a huge gap between the level of reliability and that of empathy; other part of the industry, from workers who feel the gap of assurance, responsiveness, empathy, on agriculture, forestry, fishery husbandry reliability feel the gap; monthly income to more than $ 100,000 of taxpayers reliability feel the gap. Through the analysis and results of this study, make a few suggestions: 1. Improve parking problem during the period of income tax return. 2. The use of multi-media promotional messages and decrees of the tax return; ease to understand manner. 3. Provide more professional trainings for service personnel pre-service training. 4. Expand and provide more easy-to-access service points, making income tax return procedures easy and convenient for taxpayers.
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Liao, Chien-Ying, and 廖千瑩. "Costume designers use the model of PZB to construct a systematic working program to improve service quality." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/25042320149366962855.
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碩士嶺東科技大學
流行設計研究所
101
The latest data from the Ministry of Economic Affairs shows that the total value of out-put of the Textiles Mills is 452.5 billion dollars, of which the output value of textile increased to 429.2 billion dollars, while that of the Wearing Apparel and Clothing Accessories Manufacturing dropped to 23.2 billion dollars. We can observe that in the aspect of the Wearing Apparel and Clothing Accessories Manufacturing. Although the output value of the Wearing Apparel and Clothing Accessories Manufacturing reduced 2.1 billion dollars, OECD noted that the added value of the Wearing Apparel and Clothing Accessories Manufacturing is now 34.8%, is much higher than 16.87% of the Textiles Mills. We can know that the Wearing Apparel and Clothing Accessories Manufacturing is now growing with its quality instead of the amount. And it emphasizes with the importance of design and brands. The study of Garment industry can be divided into two aspects according to the characteristic of service. One is Customized couture: Design following requirements of customers and service face to face. The customers have the rights to alter. They can repair the lack of service quality at anytime. The other one is the Wearing Apparel and Clothing Accessories Manufacturing: Customers cannot change the design of clothing products when they buy clothing. But if effectively sending messages from customers to costume designers, designers can collect and analyze according to the information. It can become important indexes in next wave and improve the service quality. Regardless of customization or Wearing Apparel and Clothing Accessories Manufacturing, from nothing to clothing, costume designers create the function of added value. Consumers are participants in the service process. We cannot win consumers in the market without customer orientation. In order to fulfill and create the added value of clothing, I set the theory of service quality of Parasuraman, Zeithaml and Berry (the model of PZB for short) as the theoretical framework in this study and guide into the working content of costume designers to increase the customer satisfaction. By means of extending 22 kinds of SERVQUAL service quality measurement table as foundation, hope to design the questions for interviews in depth and understand the possible reason of obstacles and then find the solution and try to construct a PZB systematic program of costume designing for industry reference
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Hsu, Pei-Yi, and 許沛宜. "The Application of PZB service quality model to measure customer perception gap focusing on Taichung SPA industry." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/eqb3xh.
Full textAbstract:
碩士嶺東科技大學
流行設計系碩士班
103
The researches of discussing service quality and customer satisfaction are the main trend but only little literatures focusing on applying PZB service quality model to measure customer service gap. This study aims on service flow in SPA industry to construct service quality by addressing the factors of the service quality gap by using PZB service quality model. Further, the SERVQUAL model was inducted to enhance service quality. The target population mainly focuses on female customer who experience SPA service in Taichung City. This study focused on the perception gap between customer expectation and perceived service. The results indicate that there is significance between two dimensions of reliability and empathy. The findings show “Reliability” and “Empathy” have highly differences on influencing “customer expectation” and “perceived service”. The core value of SPA industry is to provide service, and the feature of this industry usually happens only between a Beautician and a customer through much closed skin and body service. The customers usually focused on the service quality in this field more than others. For those service items which could results in service gap, the results indicate that the industry should upgrade “Perceived service” to satisfy “Service Expectation” in order to reduce the gap on service items by rising customer satisfaction and loyalty in SPA industry.