| Summary: | 碩士 === 元智大學 === 管理碩士在職專班 === 107 === The revenue source of elevator company is mainly came from sales of Elevator products, the maintenance of elevator,and the replacement of components.Due to the recession of domestic construction industry and the low birth rate, Newly built elevator building from Construction Company have become more and more conservative, making Elevator products grow slower.Therefore,the competition in elevator industry have become more intense.Under the situation that the revenue and profits of Product sales keep declining,it’s more crucial for Elevator company to develop new clients and maintain relationship with existing customers at the present.
Along with the high rise of consumers’ consciousness toward consumption quality and the diversification in consumption demand, how to improve service quality and consumers’ satisfaction to establish relationships with consumers with high loyalty have become the advantage and the essential in industrial competition.Regarding an elevator company's customers and proprietors' reply,this research used SPSS program to conduct statistical analysis, and there are 549 valid samples in total.The following are the research results:(1)There is an apparent difference between customers' expectation and the consciousness toward elevator company's serving quality.(2)Proprietors' opinion on customers' serving quality expectation only has apparent differences on Tangibility and Reliability,while there are no obvious differences on Responsiveness,Assurance and Empathy.(3)Cloud Monitoring technology and serving quality consciousness have apparent differences on customers' satisfaction.(4)Customers' satisfaction and serving quality consciousness toward Tangibility,Responsiveness and Empathy have apparent differences on customers' satisfaction.(5)Elevator maintenance and the price at component replacement have apparent differences on willingness to renew a contract.
The following are the suggetions based on the research:(1)Enhance the visible services which make customers aware of it.(2)Elevator proprietor should practice maintenance SOP exam and the simulating test on dialogue drill regularly,which improve proprietors' familiarity and the flexibility with maintenance SOP. (3)Regularly hold Contract Employee's education training,so as to enhance their capability of negotiating with customers and making collections.(4)Introducing the GPS positioning technology to get the proprietors' service status,which makes it more convenient to assign missions to proprietors who were nearby the place troubled with elevator failure.In the meanwhile,by this way,elevator company can optimize the processing efficiency on solving the elevator failure problems.(5)Automate the maintenance instruments and introduce the ability of automatic diagnosis with malfunction code in the smartphone when elevator failure happens,which support the proprietors on dealing with the elevator failure.(6)The list price should avoid having too much deviation comparing to other brands' service on the same level in the market.The maintenance service need to keep the flexibility,and not to be overfossilized.In addition, the maintenance service should design different prices at different maintenance contract based on the customers' demand to offer their customers to choose.
Keywords: Service quality,Customers Satisfaction,Customers Loyalty.
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