工程專案管理顧客滿意度研究

Abstract

工程專案管理提供的是一種技術性的服務，單是提供完善的服務品質仍是不足的，更重要的是能與顧客建立長期的關係，追求全方位的顧客滿意，越來越多企業也以顧客滿意作為診斷產品或服務績效的準則。近年來，國內研究工程專案管理服務滿意的文獻，焦點大都放在對於服務品質的滿意度或績效的評估等單一因素探討，然而影響顧客對服務品質的因素，除了看的見的硬體外，尚包括看不見的內部品質、接受當時的感受、情境及事後的滿意度等等。 本研究首先針對國內工程專案管理實務運作現況做完整探討，再以1996年美國顧客滿意指標(American Customer Satisfaction Index；ACSI)為模型基礎，利用部分最小平方演算法(Partil Least Square algorithm)，作為研究結構模型的分析工具，嘗試建構工程專案管理顧客滿意度之因果關係結構模型，並根據PLS所估計出的權重與衡量變數的分數，建構策略管理矩陣圖，分析影響工程專案管理服務品質關鍵因素，作為改進服務品質與提升顧客滿意的基礎，以利管理者正確分配資源，提升顧客滿意度。

What professional construction management provides is a kind of technique service. It’s not enough to provide thorough service quality. Cultivating extended relationship with clients is more important. More and more enterprises evaluate performance by customer Satisfaction. Recently most professional construction management references focus on single theme such as service quality satisfaction and performance evaluation. However factors that influence service quality, in addition to visible hardware include invisible factors such as users’ feelings, the scenario, and satisfaction after the event, internal quality and swift accepting. This research aims at a domestic management actual situation of professional construction management. To do an integrity study first, and then takes 1996 American Customer Satisfaction Index (ACSI) as a model foundation. Using Partial Least Square algorithm as the analytical tool which studies structure model to construct a professional construction management causal model, the author makes the conclusion that the weight estimated by PLS and the score of Measured Variable construct a management matrix diagram and analyze a key factor of influencing professional construction management service quality to improve a service quality and promote a customer satisfaction. Thus, managers could assign resources correctly to promote customer satisfaction.