| Summary: | 碩士 === 元智大學 === 管理研究所 === 93 === As a result of urbanization, the correlation between elevator and human life has become very closely in Taiwan. While the influence of real property boom, elevator industry should shift business core from new elevator selling to service. Elevator original factories must advance its service quality to provide users with safe and comfortable conditions, assuring the firm’s profit to create win-win situation for both.
This study takes the customers with the maintenance contract of the major market share elevator company in Taiwan as the interviewer to expand questionnaires about survey quality of elevator maintenance and satisfaction by using PZB service gap model and SERVQUAL Chart. And discuss the relationship between the service quality of elevator maintenance, customer’s satisfaction and their desire to continue contracts. The 750 investigated elevator users include apartment, office building, hospital, department store, market, school, factory and individual home using. There were retrieved 511 valid samples. After analysis sample data by t-test, one-way ANOVA and regression, the results of the study show that: 1. There’s a significant gap between the user’s aesthesia and their anticipation. The customers are not satisfied with serving quality of elevator maintenance. 2. The whole satisfaction of the elevator maintenance is related to the tangible, assured and attentive serving quality. The R Square coefficient is 0.525. 3. There’s a positive relation between customer’s desire to continue contracts and satisfaction. The correlation is 0.595 and the R Square coefficient is 0.354.
According to the result, this study recommends elevator proprietor that reliability is very important in improving service quality to promote customer’s satisfaction. Elevator proprietor must not only enhance professional skill of the technician to repair elevator at once when breakdown, but also establish immediate component supplying system when needed. In the middle area of Taiwan, elevator proprietor should think about establishing more separate service points for cutting down respondent time to increase customer’s satisfaction.
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