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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/29569


    Title: PZB服務品質之研究與應用
    Authors: 李友錚
    Lee, Yu-Cheng
    Contributors: 科技管理學系
    Technology Management
    Keywords: 服務品質;PZB模式;缺口模式
    Date: 2012
    Issue Date: 2014-06-27 00:33:06 (UTC+8)
    Abstract: Parasuraman, Zeithaml & Berry（1985）所提出的服務品質模式是服務品質研究的先驅。PZB模式定義認知的服務品質（Perceived Service Quality; PSQ）為期望的服務(Expected Service; ES)與認知的服務（Perceived Service; PS）的差距。本研究利用PZB三欄式「SERVQUAL」量表為依據進行服務品質調查，藉以分析消費者對於服務品質的「最低可以接受的服務水準」、「期望的服務水準」、與「服務績效的認知」，進而討論公司如何
    Appears in Collections:[Department of Technology Management] Seminar Papers

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