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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/30097


    Title: 以擴展容忍區間分析法衡量服務品質
    Authors: 李友錚
    Lee, Yu-Cheng
    Contributors: 科技管理學系
    Technology Management
    Keywords: SERVQUAL；容忍區間；服務品質
    Date: 2007
    Issue Date: 2014-06-27 00:49:42 (UTC+8)
    Abstract: 近年來雖然SERVQUAL模型被廣泛地應用於服務品質之量測，但其仍有許多爭議被提出。而有一項卻顯少被提出來討論，即gap分數之計算僅考慮集中趨勢，由平均數來衡量，而並未考量離散趨勢，如變異數。變異之概念幾十年來普遍應用在製造業之品質管理上，並充份顯現其有效性及必要性。而服務品質卻仍停留在最簡化之分析方法。因此本研究提出一個新概念方法，納入離散趨勢於SERVQUAL對服務品質之衡量，並透過與容忍區間(Zone of Tolerance; ZOT)概念之結合，以盒鬚圖及製程能力指標值取代僅以平均數為基之傳統Z
    Appears in Collections:[Department of Technology Management] Seminar Papers

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