GSP认证制度对于顾客满意度影响之探讨（PDF 281页）aad(1)

1-12004108~91stConferenceofServiceManagementInnovation1GSPGSPGSP15GSP13331836GSP156GSP10441200PLSGSPGSPGSP来自~91stConferenceofServiceManagementInnovation2AbstractToimprovethedevelopmentandenhancethemodernizationofcommerceinTaiwan,theDepartmentofCommerceintheMinistryofEconomicAffairhasbeguntoapprovetheGoodStorePractice(GSP)identificationtostoressince1977.Thegovernmenthasspentlotsoffundingandmanpowerforthisprogramsincethen.Therefore,itdeservesforthispapertostudywhethertheGSPcertifiedstoresarebothprovidingbetterservicequalityforcustomers,andalsoimprovingtheoperationperformance.OntheresearchtheresultsshowitthatGSPcertifiedstoresaremoretrustablethanthosenon-GSPstores.Summary,peoplefeelimpressiveaboutthehardwareandimageofGSP-certifiedstores.Theircommodityandlayoutmeetscustomersdemand.GSPstoreshavebetterservicequality,thehandlingofcustomercomplaints,brandloyaltyandtotalcustomersatisfactorythannon-GSPones,andtheyaremoreacceptablebyconsumerswithvariousbackgrounds.Meanwhile,theconsumerexpectationscalesarehigherthanthesatisfactionones.Theresearchoutcomewillbesuppliedtoimprovestoreowners'servicequalityandspace.Theresultsandsuggestionwilllettheownersandconsumers'upgradeGSPconceptthathasbeenbroughtoutgraduallythroughtheirendeavor.Keywords来自~91stConferenceofServiceManagementInnovation3incinerateresourcesrecyclingrecoveryknowledgemanagementKMenterpriseresourceplanningERP来自~91stConferenceofServiceManagementInnovation4AbstractRefuseincinerationisasophisticatedtreatmenttechnologyadvantagesofrefusereduction,safety,sanitation,resourcerecyclingandpowersourcerecovery.Inrecentyears,owingtotheconceptofenvironmentprotection,Governmentlendingimpetustogarbagedecreasingandclassificationandrefuseresourcerecovery,thequantityofrefuseisdecreasinggraduallyinTaiwanarea.Duetothelackofgarbageandcompetitionenvironment,refuseincinerationplantshouldacceptthenewideainbusinessstrategyemphasizingbothfinancialandnon-financialperformancestoassureitslong-termsustenance.Thepurposeofthisstudyistoconstructtheperformanceevaluationsystemandtoevaluatetheoperationofrefuseincinerationplanttoimproveitsperformance.Theresearchtasksincludetheliteraturereview,casestudyandanalysis,andinterviewswithtopmanagersofKantingrefuseincinerationplant.BalancedScorecardindicatorswerebuiltbasedon:financialperspective,customerperspective,internalprocess,learningandgrowthperspective.Basedonthedevelopedperformancemeasurementindicators,somemanagementstrategiesweresuggestedtoimproveperformanceforthecaseplant.Thisresearchindicatestheshortageofrefuseleadstothelessinefficiencyoftheoperationandtheproductionofelectricity.Furthermore,thehighpersonnelcapitalalsohasquitebadeffectwhenitcomestotheoperationofincinerator.Inlongterm,weshouldnotonlyemphasizeintheshort-termfinancialachievementsbutthelong-termnotfinancialrelatedachievements.Therefore,thefollowingissuearerelativelyimportant:toenhancetherelationshipwithcustomersandservicequalitytoimprovecustomers'satisfactions;tosetupaknowledgemanagementsystemandenterpriseresourceplanningsystemtocontroloperationcostsandtogetherinternalandexternaloperatinginformation;toreinforcetheemployeeon-jobtrainingontheabilitiesofoperating,repairingandcreativity.KeywordsBalancedScorecard,RefuseIncinertationPlant,OperationPerformance,PerformanceMeasurement来自~91stConferenceofServiceManagementInnovation5来自~91stConferenceofServiceManagementInnovation6AbstractManagementServiceandMaintenanceCompanyforBuildingbelongedtoserviceindustryemerginginTaiwantherecentyears.Inthisstudy,weapplytheTotalQualityManagementtotheinvestigativequestionnairesofapartmentbuildingsinKaohsiung.Theanalysisextractstheservicequalitytomeasurethelevelandmainfactor.Inordertoanalyzetherelationshipamongthevariablesofresidentpopulationstatistics,thedatawasanalyzedthroughdescriptivestatisticalanalysis,t-test,one-wayanova,andscheffeanalysis.KeywordsManagementServiceandMaintenanceCompanyforBuilding,ServiceQuality,TQM来自~91stConferenceofServiceManagementInnovation7来自~91stConferenceofServiceManagementInnovation8AbstractTheneedandthefeelingorsatisfactionofcustomersshouldbeconsideredastheproductsandserviceareprovided.Thecustomerswillbedelightedwiththeinnovationofproductsandservice.Thecustomers-orientedstrategyandmutualbenefitshouldbethefocusintheenterprisetoimprovecustomers’satisfactionandmarketshare,andthenincreasetheefficiency,performance,andthereturnoninvestment.Inthisresearch,thefouraspectsoffinance,customers,learning,performancebybalancedscorecardareusedtoanalyzetherelationshipbetweenservicequalityandcustomers’satisfactionforMcDonald.KeywordsServiceQuality,Customers’Satisfaction,BalancedScorecard来自~91stConferenceofServiceManagementInnovation9--380321293-来自~91stConferenceofServiceManagementInnovation10AbstractInthepastdecade,managersh