Chung-Hua University Repository:Item 987654321/28773
English  |  正體中文  |  简体中文  |  Items with full text/Total items : 8557/14866 (58%)
Visitors : 1406119      Online Users : 1183
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/28773


    Title: 應用Kano和重要績效缺口分析探討公立就業服務站之服務品質
    Authors: 徐子光
    Hsu, Tzu-Kuang
    Contributors: 國際企業學系
    International Business
    Keywords: 服務品質;Kano二維模式;重要績效缺口分析
    Service Quality;Kano Model;IPGA
    Date: 2011
    Issue Date: 2014-06-27 00:08:51 (UTC+8)
    Abstract: 本研究結合「Kano二維品質模式」及「IPGA重要績效缺口分析」，瞭解就業服務站服務品質之二維品質模式及關鍵服務品質。本研究發現，就業服務站服務品質22項目中，有3項為基礎因子，19項為績效因子；表示就業服務站服務品質是有二維品質的存在。另外，結合Kano及IPGA模式發現有14項就業服務站要優先改善的服務，排序如下：服務人員有足夠專業知識可回應問題、能以求職民眾的關心的事優先考慮、服務人員很有耐心的回答民眾問題、服務人員的專業讓您感覺可靠、服務人員有幫助求職民眾的意願、遇到困難時服務人員會主動協助、站內
    This study combined Kano two-dimensional quality model and IPGA important-performance gap analysis to examine service quality of employment service stations. Results found that among the items of employment service quality, there are three basic factors,
    Appears in Collections:[Department of International Business] Journal Articles

    Files in This Item:

    File Description SizeFormat
    s_m416_0006.pdf34KbAdobe PDF142View/Open


    All items in CHUR are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback