運用IPA模式探討便利商店產業服務品質與服務績效

The Use of Importance Performance Analysis to Evaluate the Service Quality and Service Performance for Convenience Store

本研究利用重要──表現分析法（Importance-Performance Analysis, IPA）以國內四大連鎖便利商店的服務品質與顧客滿意度為研究主題進行實證性分析。結果顯示：各便利商店的優勢都集中在『實體形象』構面的外觀上，且除了7-11便利商店，其他三家便利商店業者在資源的分派利用上，仍有可改善的空間。 This study uses the Importance-Performance Analysis (IPA) to conduct empirical analysis on the four major chain convenience store service quality and customer satisfaction in Taiwan. The results show that the advantages of convenience stores are focused on the appearance of the 'physical image' facets. Apart from the 7-11 convenience store, three other convenience store operators on the allocation of the resources, there is still room for improvement.

This study uses the Importance-Performance Analysis (IPA) to conduct empirical analysis on the four major chain convenience store service quality and customer satisfaction in Taiwan. The results show that the advantages of convenience stores are focused on the appearance of the 'physical image' facets. Apart from the 7-11 convenience store, three other convenience store operators on the allocation of the resources, there is still room for improvement.