工程專案管理服務品質與顧客滿意度研究

Abstract

專業營建管理(PCM)屬於專業的技術性服務業，對於接受此專業性服務之消費者而言，不論是服務本身、服務過程或服務方式均不易標準化，因此難有客觀之衡量標準。而國內工程專案管理的相關研究，則較著重以績效評估作為衡量準則，然而顧客對於滿意度的認知，除了服務前的期望之外，也包含了接受服務後對該服務的後續評價等心理層面的感受，而美國顧客滿意度指數模型，即為一種因果連結模式，其連結影響顧客滿意的前因與後果，所建立出顧客滿意度模式。 因此，本研究將以美國顧客滿意度指標(American Customer Satisfaction；ACSI)作為滿意度研究基礎，並以部份最小平方法(Partial Least Square；PLS)作為研究工具，且根據服務品質缺口模式(Gap Model)來評量服務品質，作為工程專案管理在服務品質改進上之參考依據。 本研究在模型之應用上，以顧客之觀點觀察。因此問卷對象為曾經委託(含督導)工程專案管理之主辦機關，包含了國(私)立大專院校、國立高中(職)、縣市政府等相關人員。在滿意度問卷的設計上，則參照ACSI調查機構所作之報告及依據Fornell對ACSI各構面共15項問項之問卷含意詳細描述問卷題目，且加入更多述敘性之語句描述問項，期能使受訪者更了解問卷所要表達之意，提升模型之適用性。 研究結果顯示若以顧客之觀點觀察滿意度並且採用較詳細之問卷設計，將使滿意度模型之適用性提升。經由本次服務滿意度研究結果發現，PCM廠商之滿意度分數介於40~50分之間，而經由IPA分析則顯示有多項服務屬性落於優先改善及次要改善區，此結果大致上也與其他專家學者之觀點相符。因此本研究提供了一個合適之服務品質與滿意度之問卷量表，也提供了另一種服務績效之衡量方式。

Professional Construction Management (PCM) is kind of professional and technical service industrial. For those customers who need professional service, it’s difficult to standardize service quality, service procedure and service method.And it’s hard to have objective measurement standard. The research of engineer project management in Taiwan used performance measurement as index. However customer satisfaction is a kind of psychological feeling which comprises expectation before service and perceived after service. American customer satisfaction index model connect customer satisfaction with cause variables and effect variables As a result, this essay used American Customer Satisfaction Index as the base of satisfaction model and Partial Least Square as methodology tool. And use Gap Model to measure service qualuty. Questionnaire was designed for official who had authorized the PCM company, included national and private universities, national high school (or vocational school) and county government etc. Satisfaction questionnaire design was base on ACSI institution research report and fifteen items of ACSI examination index. Detail statement for question item in questionnaire was added to make respondent more clear and increase the capability of model. The capability of satisfaction model was increased by well-design questionnaire. From this customer satisfaction research, PCM company satisfaction score was between 40 to 50 and many service items was fell into first improvement and secondary improvement area. The result was matched with other researcher’s publications. As a result, this essay had provided a suitable satisfaction questionnaire and the way to investigate customer service performance.