| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 99 === This study aimed to investigate the gaps of visually impaired masseurs' service quality, and to explore whether the customer base variables can predict the gaps of visually impaired masseurs' service quality. In this study, convenience sampling was adopted to conduct a questionnaire survey on the respondents who received the massage service from visually impaired masseurs, and there were 143 valid questionnaires in total. Described and analyzed the difference between expectations and actual feelings of the basic variables; and discused the difference between basic variables of quality gaps; also analyzed the customers' opinions on the gaps of the service quality among the visually impaired masseurs.
The important findings of this research are as follows:
1. The difference of basic variables between expectations and actual feelings: Firstly, the customer expectations of the five basic variables in the statistical results, showing the overall five basic variables were not statistically significant. Secondly, the five basic variables of the customer experience in the actual feelings results, showing except the five basic variables of gender and education level were statistically significant differences in actual experience, and the remaining differences were not statistically significant.
2. The difference of basic variables between the gaps of service quality: Firstly, the five basic variables of the customer service quality gaps in the statistical results showed that except the five basic variables the gender and age differences were statistically significant, and the remaining differences were not statistically significant. Secondly, the gap of physical dimensions were found among the 20 to 40 year-old female with tertiary education customers in the results.
3. Customers' opinions on the gaps of visually impaired masseurs' service quality: The
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statistical results showed that the customers have negative views on visually impaired masseurs's service quality gaps of overall and each dimension (both minus), that showed that there are gaps between the perceptive quality and expected quality. It means that visually impaired masseurs' service quality matches the No.5 mode of PZB gap model.
There are some recommendations which were proposed according to the results of this study for the visually impaired masseurs and future researchers.
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