检索结果-内蒙古大学图书馆

2017 2nd ISSGBM International Conference on Information and Business Management (ISSGBM-IB 2017)

作者： Jih Kuang Chen Yitong Zheng Management School Xiamen University Tan TahKee College Zhangzhou Campus Xiamen University

Importance-Performance Analysis model has being a commonly used method for measuring customer satisfaction, however some scholars pointed out its *** study proposes a set of integration method for revised IPA and pzb model, to explore the strategy for improving customer satisfaction based on the influence of each quality element of service on *** Public Library was taken a case to verify this integration method.

关键词： IPA model pzb model Revised IPA Customer satisfaction

来源：评论

学校读者我要写书评

暂无评论

Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool

引用

WATER RESOURCES MANAGEMENT 2010年第12期24卷 3033-3050页

作者： Franceschini, Fiorenzo Galetto, Maurizio Turina, Elisa Politecn Torino DISPEA I-10129 Turin Italy

The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry's (pzb) conceptual model of service Quality in the field of the water and sewage service. The pzb model determinants have been specialized for this specific target and a multi-questionnaire has been developed. This activity has been developed basing on Quality Function Deployment methodology. The described approach is structured into two parts. The first one concerns a general evaluation of the service Quality, while the second one considers specific service aspects enabling to better understand possible reasons of dissatisfaction. A specific software application to support data collection and statistical analysis is described. The proposed monitoring tool ensures an overall evaluation of service Quality from the customer point of view. Its organization into two parts allows reducing the overall costs of data acquisition as well as maximizing the information got from customers. The multi-questionnaire can be tailored in order to meet the needs of both customers and service controller in the monitored areas. The results of the survey show the perceived Quality of the service. Future work will be focused on the comparison between the customers' perceptions and the Quality which is actually assured by the service provider (the offered Quality).

关键词： Service quality Water and sewage service Quality measurement pzb model SERVQUAL

来源：评论

学校读者我要写书评

暂无评论

以pzb模型与系统思考来分析在线问诊之服务品质

以PZB模型与系统思考来分析在线问诊之服务品质

引用

作者：方诺安国立台湾大学

学位级别：硕士

远距医疗一词自1970年被提出后，发展已行之有年。在随着资讯通信技术的进步后，其所包含的形式也开始涵盖到更多元的服务类型，如远程医疗会诊、电子健康档案、慢性病管理等。本研究主要针对中国的互联网医疗市场为背景进行研究，有别... 详细信息

远距医疗一词自1970年被提出后，发展已行之有年。在随着资讯通信技术的进步后，其所包含的形式也开始涵盖到更多元的服务类型，如远程医疗会诊、电子健康档案、慢性病管理等。本研究主要针对中国的互联网医疗市场为背景进行研究，有别于其他地区的远距医疗，中国较快速全面地开始尝试了“互联网医疗平台商业模式”的探索。然而在市场快速成长、前景一片利好的同时，也爆发出了诸如漏诊、误诊、无法核验医生身份等品质问题。不仅对问诊人的求医体验造成不良影响，甚至会危及到其安全，并对医患信任都造成冲击。因此本研究以“好大夫在线”平台的“在线问诊”业务为研究对象，通过爬取黑猫投诉平台上2018年5月25日至2021年3月9日的500条客诉，并经过文字探勘整理后找出主要问题。而后以修正后的pzb 模型为理论基础进行缺口分析；并通过系统思考构建因果回馈环路图，找到产生这些问题背后的关键因素。最后得出的结论有：1.平台与医生作为服务协同提供者，其沟通与理解一致性对服务品质起着关键的作用。 2.往往不是实际问诊中的因素决定最终服务品质，而是顾客旅程中的前置准备作业与后续的售后处理，如问诊人上传的资料的品质，以及对整个服务流程的风险管理。 3.“问诊人的预期”是一个关键因素，因此平台如何定位自身的服务、如何在服务条款中承诺、如何定价与如何宣传，都会很大程度影响最后消费者的观感。因此去重新思考自身业务的定位，与商业化的合适时机与方式，是所有在线问诊平台都应该思考的问题。

关键词：远距医疗在线问诊服务品质 pzb model 系统思考

来源：评论

学校读者我要写书评

暂无评论

服务品质、平台形象、顾客满意对台湾电子商务平台顾客忠诚影响之研究-修正后的pzb观点

服务品质、平台形象、顾客满意对台湾电子商务平台顾客忠诚影响之...

引用

作者：刘泳诗淡江大学

学位级别：硕士

人们对网路的黏着度高，生活习惯改变，消费方式也改变，喜欢方便快捷，电商平台的网购通路成为人们消费购物的重要途径之一。在新零售的影响下，实体通路跟电商平台相互结合，且在跨境电商跟台湾本地的电商竞争日趋白热化的情况下，消... 详细信息

人们对网路的黏着度高，生活习惯改变，消费方式也改变，喜欢方便快捷，电商平台的网购通路成为人们消费购物的重要途径之一。在新零售的影响下，实体通路跟电商平台相互结合，且在跨境电商跟台湾本地的电商竞争日趋白热化的情况下，消费者在台湾电商平台有关的消费行为是值得探讨的议题，因此本研究将针对台湾B2C的电商平台有关之消费者行为进行探讨。本研究采用修改后的pzb模型作为本研究架构的基础，探讨在台湾B2C电商平台市场中，消费者对于电商平台服务品质中的“回应性”、“保障性”、“有形性”的顾客满意及顾客忠诚之影响，此外，加入“平台形象”，探讨消费者对于电商平台的“平台形象”是否影响顾客满意及顾客忠诚。本研究使用SPSS22.0版与LISREL8.71版作为资料分析之工具，透过结构方程模式分析验证研究假说，得出以下三点结论：一、在台湾电商平台市场中，顾客满意是顾客忠诚的关键前因二、在台湾电商平台市场，服务品质中的有形性最为重要，其次为保障性，而回应性并不具显着的影响力，是所有台湾电商业者的经营基本要件三、平台的公益形象并不是关键前因，已是经营的必须要件

关键词：电子商务平台平台形象服务品质顾客满意顾客忠诚 pzb model

来源：评论

学校读者我要写书评

暂无评论

Using AHP to Evaluate the Call Center Service Quality in Telecommunication Industry

Using AHP to Evaluate the Call Center Service Quality in Tel...

引用

International Conference on Web Information Systems and Mining

作者： Chou, Wei-Hsin Chou, Yu-Wu Chen, Cheng-Hsiung Yu Da Coll Business Dept Informat Management Taipei Taiwan Asia Int Open Univ MACAU Macau Peoples R China Kainan Univ Dept Informat Management Taoyuan Taiwan

ISBN: (纸本)9780769538174

This practical experience report consequently aiming at service quality of call center, and concluded the evaluation criteria of service quality valued by customer through applying pzb model, followed by a calculation of importance degree of each criterion through AHP method, in order to obtain indexes for evaluating service quality, as an objective and standardized reference for call center in designing service quality management alternatives. The competitive market of telecommunication market in Taiwan has become even more intense recently. Apart from price and quality of product, the service quality is especially the factor often compared by customer, hence cost and service-orientation is the strategy widely employed for retaining existing customer. While the customer requirements are impossible to satisfy unless the telecommunication industry promptly offers comprehensive answer and consultation to the customer's demand by professional personnel of the call center, which explains that call center has become the key factor of successfully operation of enterprise.

关键词： Call Center Telecommunication Industry pzb model AHP Service Quality

来源：评论

学校读者我要写书评

暂无评论

Comparing the Impact of Service Quality on Customers' Repurchase Intentions Based on Statistical Methods and Artificial Intelligence-Taking an Automotive Aftermarket (AM) Parts Sales Company as an Example 15

Comparing the Impact of Service Quality on Customers' Repurc...

引用

15th International Conference on Ubiquitous Information Management and Communication (IMCOM)

作者： Li, Li-Hua Lai, Chang-Yu Chaoyang Univ Technol Dept Informat Management Taichung Taiwan

ISBN: (纸本)9781665423182

In today's rising consumer awareness, companies are paying more and more attention to customer satisfaction. In order to survive in a fiercely competitive environment and maintain their competitive advantages, the only way to continuously provide consumers with high-quality services is the key to the sustainable operation of modern enterprises. The purpose of this research is focusing on the impact of service quality for automotive aftermarket parts and customers' willingness to repurchase. In this study, 400 questionnaire invitations through e-mail were distributed to existing customers and 164 valid questionnaires were responded. The responded answers were encoded, filed, and verified using SPSS. Degree and validity analysis, narrative statistics, single factor analysis of variance (ANOVA), regression analysis and structural equation modeling were applied for analysis. Through empirical analysis, there are many findings: Sales Service & Marketing, R&D capabilities, and innovative services in service quality are positively and significantly related to customers' willingness to repurchase. In the single factor variation analysis and structural equations, it is found that the impact of customer type on service quality and customer repurchase intention is not significantly related. In this study, Artificial Intelligence (AI) was also applied to compare the impact of service quality and to build the prediction model for customer repurchasing. These AI techniques include decision tree, neural network models, and multiple-linear regression. It is concluded that Artificial Neural Networks (ANN) have better predictive ability after training with sufficient data and proper input data. For decision tree and regression analysis, these models' predicting power will decrease when the data becomes more complex.

关键词： SERVQUAL Service quality pzb model ANN Decision tree Multiple Linear Regression ID3 Algorithm

来源：评论

学校读者我要写书评

暂无评论

An empirical study of QS 9000 in the automobile and related industries in Taiwan

引用

TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2004年第3期15卷 355-378页

作者： Lin, WT Liu, CH Hsu, IC Lai, CT Chaoyang Univ Technol Dept Ind Engn & Management Taichung Taiwan Natl Chin Yi Inst Technol Dept Ind Engn & Management Taichung Taiwan Yuan Ze Univ Dept Mech Engn Chungli Taiwan

QS 9000 was established by three famous automotive manufacturers-Ford GM & Chrysler-who integrated different quality systems among the automotive manufacturers and developed this common quality system standard. QS 9000 achieves its objectives, which are continually to improve the production of automotive parts and related services, and to strengthen the international competition for the automotive industry and its suppliers. By applying this quality system standard, automotive manufacturers could offer superior products and good services to customers. Two sections are included in this research. The first section comes with the statistical results of surveys of automotive companies in Taiwan that have failed and succeeded in QS 9000. Furthermore, the performances after executing QS 9000 were evaluated by internal management and the pzb model. The second section provides a systematic procedure for QS 9000 and internal quality audits that help an automotive industry company to qualify for QS 9000 registration. The study tends to provide a reference guide for the automotive industry in pursuing QS 9000 and procuring maximum benefit from the results.

关键词： QS 9000 pzb model

来源：评论

学校读者我要写书评

暂无评论

Quality of Accreditation Services for Engineering Programs

引用

INTERNATIONAL JOURNAL OF ENGINEERING EDUCATION 2017年第4期33卷 1335-1344页

作者： Lee, Lung-Sheng Ko, Hui-Min Wang, Mei-Tyng Cent Taiwan Univ Sci & Technol Grad Inst Cultural & Educ Management 666 Putzu Rd Taichung 406 Taiwan Natl Taiwan Normal Univ Taipei Taiwan Natl Def Univ Dept Air Command & Staff Coll 1000 Xingfeng Rd Taoyuan 334 Taiwan Acad Sinica Genom Res Ctr 128 Acad RdSec 2 Taipei 115 Taiwan

Accreditation of degree-granting engineering programs has been conducted for a decade in Taiwan and has contributed to raising the quality of engineering education. While quality is closely linked to stakeholders' satisfaction, this study aimed to answer how the accreditation stakeholders consider the quality of accreditation services. We employed a pzb model comprising five service gaps and five constructs to analyse service quality, and surveyed 230 program supervisors that applied for accreditation (consumers) and 218 accreditation assessors (service providers). Consequently, the following gaps are found in the pzb (Parasuraman, Zeithaml and Berry) model: (1) There is a gap between the assessors' "perceived consumer expectations'' and the program supervisors' "expected services'';in particular, the two-group gaps on "IEET accreditation increases graduates international recognition and generates substantial benefit'' and "assessors show respect for others while undertaking their accreditation tasks'' are large. (2) There is a gap between the assessors' "perceived service quality specification'' and "the provision of service'' (i.e. Gap 3 exists);and the most influential construct is "Reliability''. (3) There is a gap between the program supervisors' "expected services'' and "perceived services'' (i.e. Gap 5 exists);in particular, the two-side gaps on the "IEET accreditation criteria reflect international trend'' and "IEET reviews help programs improve the quality of education'' are large and it indicates that the quality of accreditation services have not yet met the expectations of the assessed programs. (4) Insufficient confidence in the reliability of accreditation criteria and the provision of services. The results can be used for reference to improve engineering program accreditation practices, especially under the Washington Accord, and the process of which this study employed can be used to examine the service quality of other institutional and program accr

关键词： SERVQUAL scale pzb model service quality program accreditation meta-evaluation

来源：评论

学校读者我要写书评

暂无评论

Two-stage fuzzy evaluation of department store service quality based on the statistical data

引用

Journal of Statistics and Management Systems 2003年第3期6卷 505-517页

The department store industry encounters a strict competition situation in Taiwan, hence, how to increase the competition ability, especially service quality, becomes the crucial issue in this matter. This paper focuses on the service quality of department store and proposes the evaluation procedure of service quality based on fuzzy theory. By applying pzb (Parasuraman, Zeithaml, and Berry) model, we adopt statistical data from a survey of one thousand customers to set up confidence intervals of service quality. We develop fuzzy assessment procedures by transforming confidence intervals to fuzzy numbers and using related centroid method. It is expected that the assessment so attained should be more objective.

关键词： Centroid service quality fuzzy theory department store pzb model

来源：评论

学校读者我要写书评

暂无评论

FUZZY COMPREHENSIVE EVALUATION FOR HOSPITAL SERVICE QUALITY

FUZZY COMPREHENSIVE EVALUATION FOR HOSPITAL SERVICE QUALITY

引用

第四届质量与可靠性国际会议

作者： SHU WANG, DING-WEI WANG Institute of System Engineering, Northeastern University Shenyang, 110004, China

Problems of service quality and its evaluation are becoming a major concern in hospital management. Based on pzb conceptual model of service quality, a fuzzy comprehensive evaluation model for hospital service quality is presented in the paper, of which variables of quality factors and their weights are determined by fuzzy multiple attribute decision-making. It is found that the medical equipment and the treatment effect are most important factors, which are influencing patients' choices through the 19-factor questionnaire in the study, while the traffic facility, the waiting time, the doctor's skill and the medical process privacy are service quality gaps existing in the hospital. In conclusion, respondents are satisfied with the service quality according to the principle of maximum membership. The results can not only prove the feasibility of evaluating hospital service quality with fuzzy comprehensive evaluation method, but also provide suggestions for hospital decision-makers in improving the service quality.

关键词： Service quality Fuzzy comprehensive evaluation pzb model Fuzzy linguistic scale Hospital management

来源：评论

学校读者我要写书评

暂无评论

建议与咨询留下您的常用邮箱和电话号码，以便我们向您反馈解决方案和替代方法

时间限定

文献类型

馆藏选择

核心期刊

语言

文献类型

帮助

文字说明：

检索规则说明：

检索范例：

分类表

所选分类

限定检索结果

文献类型

馆藏范围

日期分布

学科分类号

主题

机构

作者

语言

请选择保存的检索档案：

请选择收藏分类：

通借通还

建议与咨询 留下您的常用邮箱和电话号码，以便我们向您反馈解决方案和替代方法

时间限定

文献类型

馆藏选择

核心期刊

语言

文献类型

帮助

文字说明：

检索规则说明：

检索范例：

分类表

所选分类

限定检索结果

文献类型

馆藏范围

日期分布

学科分类号

主题

机构

作者

语言

请选择保存的检索档案： 新增检索档案 确定 取消

请选择收藏分类： 新增自定义分类 确定 取消

通借通还

建议与咨询留下您的常用邮箱和电话号码，以便我们向您反馈解决方案和替代方法

请选择保存的检索档案：

请选择收藏分类：