電業服務品質與顧客滿意度之探討 -以台電公司南部地區特高壓用戶為例

李友錚【5】指出有關顧客需求特性的探討目前以 Kano 二維品質模式 最具代表。因此，可以利用 Kano

有感於瑞典與美國顧客滿意指標的成功經驗，屬於歐洲的顧客滿意指標 (European Customer Satisfaction Index, ECSI) 乃在官方授意下由歐洲品質組織 (European Organization for

Service quality, customer satisfaction and customer loyalty are also different while people used Taipei Smart Card in different situation.. We suggest that the Taipei Smart

來自餐廳顧客的讚美和抱怨向來是餐飲服務品質的指標，因此不少

Hampton, G.,(1993).“Gap Analysis of College Student Satisfaction as a Measure of ProfessionService Quality,”Journal of Professional Service Marketing, Vol.9.,P.P.115-128.

(1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, Vol. (1988), “SERVQUAL: A Multiple-Item Scale for Measuring

(1990), “Relationship Approach to Marketing in Service Context: The Marketing and Organizational Behavior Interface,” Journal of Business Research, Vol.. (1991), “The

This thesis is aimed at market survey and analysis and conferring of customer’s service quality for the petrol station of C.P.C. in Hsinchu area, by the method of P.Z.B.