The Impact of Employees’ Service Quality on the Perception of Customers：A Study of the Aerospace Industry

• Main Authors: Chuan-Yin Lo, 羅傳英
• Other Authors: Feng-Jyh Lin
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/91787244083302274108

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 93 === Abstract Due to the shortage of resource and the reduction on the staff, the modern management concept must be introduced into the aerospace business in the government for developing the more effective technology. The service quality is also playing an important role on achieving the competitive advantage. In this study, we investigate the service quality in an accounting department of Chung-Shan Institute of Science and Technology. The five dimensions of SERVQUAL is used as a measure technique: tangibles, reliability, responsiveness, assurance, and empathy. The gap between the staff’s cognition and the customer’s expectation for the service quality is gotten from the survey and interview. Then the conclusions and suggestions are proposed. The results show that there are existing gaps. The effects and degrees of gaps are related to the performance of the accounting staff. The bigger the gaps, the worst performance the accounting staff. Some suggestions for improvement are also proposed.