企業顧客內服務品質缺口之研究——以進出口商為例

On The Service Quality Gap within Business Customer — In Case of shippers

本文以SERVQUAL量表檢定進出口公司中經理人與承辦人對某國際航線所提供服務的感受品質是否有所差異，此即為本文所謂「企業顧客內服務品質缺口」；同時也藉此檢定驗證SERVQUAL衡量航運服務品質的妥適性。在分別以SERVQUAL量表調查110個進出口商的經理人與承辦人問卷資料中顯示，除保證性之外其餘4個構面經理人認知服務品質明顯的較承辦人為低。經理人與承辦人可靠性構面都與整體滿意度有明確的正向關係，同時經理人認知可靠性服務品質高也與未來是否增加購買服務也呈正向關係。研究結果同時顯示SERVQUAL量表在對進出口商認知該航運公司服務品質測量上之妥適性不足。本研究對航運公司服務品質決策的制定與服務品質的衡量有重要的意義。

The gap of shipping service quality within exporters/importers is proposed and tested by survey data of Taiwan exporters'/importers' managers and subordinates served by an international liner shipping company. On the same time the validation of SERVQUAL applicable to the shipping industry is also assessed in this study. Based on two sets of 110 managers and subordinates survey data it is found that except assurance dimension the perceived service quality on the remained four dimensions of managers are significant lower than that of subordinates. The correlation coefficients of reliability dimension of managers and subordinates perceived service quality with service satisfaction are positive significantly and the relationship of reliability dimension of managers perceived service quality and the repurchase is also positive.. The evidence doesn't support the validation of SERVQUAL applicable to the shipping industry for the lack of the convergent validity and insufficiency of the measurement indices. The results will contribute the shipping industry both on the service decision making and on the development of service quality measurement instrument.