| Summary: | 碩士 === 國立高雄應用科技大學 === 商務經營研究所 === 97 === In recent years, nonprofit organizations have mushroomed and flourished in Taiwan to serve specific public needs, which arise from the multifaceted liberalization of the society and increased public awareness. As they are able to provide timely service to compensate the deficiency in the public and private sectors, the development of nonprofit organizations gradually becomes a deciding force for Taiwan’s social reform and stability.
Among the many aspects of managing and running a nonprofit organization, customer satisfaction and service quality have received overwhelming concern from scholars and industries. It has become an important issue whether nonprofit organizations should also adopt this customer-oriented approach and emphasize service quality as much as profit-seeking entities do.
To determine the dimensions and characteristics suitable for service quality measurement for our target of interest – nonprofit associations, this study has reviewed service-quality related literature pertaining to nonprofit organizations, and interviewed professionals in this field. The survey data is analyzed by the analytic network process to measure the overall service quality performance. Although our data came from the associations in Kaohsiung City, we hope our model can assist all nonprofit associations in effective measurement of service quality. The underlying concepts should be applicable to various other nationwide associations in their service quality measurement.
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