| Summary: | 碩士 === 國立高雄大學 === 亞太工商管理學系碩士班 === 106 === As times change, the car servicing industry has been transformed with the establishment of automotive departmental stores in response to market forces and consumer needs. Stiff competition and industry pressures meant that service quality has always been a key consideration. This study seeks to understand the needs of customers in this industry, and apply the “lean service” to their service process in order to improve productivity and increase service levels within the automotive industry, and at the same time to enhance the long-term sustainability of the business.
This study explores the relationships among the five parameters of service quality, lean service, customer satisfaction, customer demographics and consumer behavior by questionnaires on random customers who patronized the J automotive departmental stores in Kaohsiung. Participants were asked to submit their responses through Facebook, Line or QR code, and a total of 351 copies were received and 351 valid questionnaires were obtained. The conclusions are:
1. “Service quality” has a positive significant effect on customer “Satisfaction”.
2. “Lean service” has moderating effect during “Service quality” affect to customer “Satisfaction”,
3. “Lean service” has a positive significant effect on customer “Satisfaction”.
4 “Demographics” & “Consumption characteristics” have partial significant deviation on service quality
5. “Demographics” & “Consumption characteristics” have partial significant deviation on lean service
6. “Demographics” & “Consumption characteristics” have partial significant deviation on satisfaction
The conclusions above suggest that the J automotive departmental stores could implement 5S as a means to drive improvements to their service process through better training and education, and to increase the effectiveness of their employees. These factors will foster the eventual implementation of the lean thinking leading to improvements in service quality throughout the company.
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