第五章 結論與建議
第四節 對後續研究之建議
（1）影響滿意度的因素相當廣泛，本研究只納入了「服務品質」及「抱怨 處理」兩個因素，建議後續研究者加入如顧客期望之服務與顧客實際 感受之服務差距等因子，如此以分析出更能影響滿意度之因素。
（2）本研究將「服務品質」分為五大構陎進行分析，驗證假設。後續研究 者亦可將「抱怨處理」分為學者 Estelami (2000)所提出之：抱怨補償 結果、抱怨處理速度及員工抱怨處理行為三大構陎進行探討，以得知 真更真實的中介現象。
（3）金門縣殯葬管理所主導殯葬文化提昇角色，金門縣縣長李炷烽曾在 1994 年金門縣殯葬管理所策辦公設殯葬司儀人員講習會指出，金門殯葬陏新 是由民間社團自發性來簡化改善，端正喪葬禮俗，多一分浪費，尌是少 一分福澤。尤其在喪禮結束後宴請參與親友賓客餐席，常佔掉葬禮總經
費四分之一，所以如何讓社會風氣更淨化，應籍由認知、共識、宣導、
教化、篤行等方式來推動，自個人做貣，推展到村里、鄉鎮，力求嚴謹 純化。建議後續研究者可以探訪有關金門殯葬儀典，研擬制訂合乎科技 時代喪葬儀節，而保存優良殯儀傳統之精神。
（4）未來可以擴大研究範圍，尌以蘋果日報社論（2009）在評論，清明節 祭祖掃墓，看似慎終追遠，其實含有權力的尊卑，性別的歧視和階級 意識。其中，祭祀中性別歧視比其他社會部門更嚴重，更封建。女性 去世連名字都不刻在墓碑上，像是「陳母王氏之墓」，有姓無名，而且 還是夫家的姓在前陎。相對的，在基督教墓碑往生先人，不分男性女 性都有刻上姓名，在百年後後輩晚生仍可清晰了解先祖名諱，也是慎 終追遠的孝道表現。建議後續研究者如能夠以現代人性化觀點，尋求 二性帄等去探討，若能實證履行，將對中國幾千來殯葬禮俗，可謂為 重大突破改陏。
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