臺灣博碩士論文加值系統

清潔業在面對現今以顧客為導向的社會，對整個清潔服務業帶來不小的衝擊，清潔人員的素質，顧客的需求，產業雇主的訓練模式，再再都挑戰著這個行業的韌性，也使市場上的從業人員開始重視服務品質，而不佳的服務品質會於顧客之間相互流傳，進而導致企業之形象受到損害，此會影響顧客的再購意願。
本研究依PZB服務品質模式所提出的服務品質五構面，作為清潔業者與顧客間各項服務指標的基礎，採用質性深度訪談為主，擬制研究訪談表，佐以初步訪談，並將接受訪談之清潔公司業主、清潔公司主管、清潔公司員工及顧客之初步訪談逐字稿文字化，進而分類整理後，依照服務品質五大構面建構出本研究之研究架構，再依此五大構面針對期望的服務與實際感受的服務間之差距進行深度訪談，得其缺口。
經實證後可知，影響清潔服務品質依五大構面進行區分，則有形性之要因有8項要因、可靠性之要因有2項要因、立即性之要因有4項要因、保證性之要因有1項要因、同理心之要因有1項要因，如以服務品質的五項缺口進行區分，則缺口一有11項要因、缺口二有0項要因、缺口三有8項要因、缺口四有4項要因、缺口五有10項要因。
從本研究中發現，身份不同，立場不同，年齡不同，性別不同，就算同一問題，各級別間想法上會有所差異，主要原因，來自於清潔服務的型態及服務對象的不同，而有所影響，清潔業主管對於服務品質的現況，有一定程度上的了解，也應更積極的解決目前所遭遇到的問題，正面積極處理，才能贏得更高的顧客滿意度與更高的績效。

The cleaning industry is facing todays customer-oriented society, not a small impact on the entire cleaning services, cleaning staff of quality, customer needs, industry employers training mode, amassing toughness are challenging the industry, employees also on the market starting to focus on service quality, and poor quality of service will be spread between mutual customers, which led to damage the image of the company, this will affect the customer repurchase intention.
This study is based on the quality of service proposed by the PZB service quality model, as the basis between the clean services and customer service indicators, using qualitative in-depth interviews, develop research Interview, accompanied by a preliminary visit to talk, after sorting by category, in accordance with the quality of service of the five facets to construct a research framework of this study, in-depth interviews on the gap between the service of expectation and the service of actual experience based on the five major facets, gain the gap.
After the actual verification shows that influence the quality of part cleaning services, distinguish according to the five facets, there are 8 reasons for Tangibles, 2 for Reliability, 4 for Responsiveness, 1 for Assurance, and 1 for Empath the quality of service in order to distinguish five notches, there are 11 factors in the gap 1, 0 factors in the gap 2, 8 factors in the gap 3, 4 factors in the gap 4, and 10 factors in the gap 5.
We found from the study, different identities, different positions, different ages, different genders, even the same problem, there will be differences in ideas between levels, the main reason is the type of cleaning service and the difference in service objects, and have an impact, the cleaning owner has a certain degree of understanding of the current status of service quality, and should also actively solve the problems encountered so far, positive actively, in order to win higher customer satisfaction and higher performance.

中文摘要.....i
英文摘要.....iii
誌　謝.....v
目　錄.....vi
表目錄.....x
圖目錄.....xi
第一章緒論.....1
1.1研究背景.....2
1.2研究動機.....4
1.3研究目的.....4
1.4研究流程.....5
第二章文獻探討.....6
2.1服務的定義與特性.....6
2.1.1服務的定義.....6
2.1.2服務的特性.....9
2.1.3清潔業亦為服務業.....12
2.2服務品質概念模式.....13
2.3顧客滿意度.....20
2.4服務品質與顧客滿意度之關係.....22
第三章研究方法.....24
3.1研究架構.....24
3.2研究對象設定.....25
3.3研究工具.....26
3.4研究訪談表擬制.....27
3.4.1研究探討議題.....27
3.4.2研究訪談大綱.....28
3.4.3研究訪談表30
3.5研究運用分析方法.....38
3.5.1質性研究.....38
3.5.2深度訪談.....39
第四章資料分析.....40
4.1顧客與清潔公司間服務品質之認知落差原因（一）.....40
4.1.1「有形性」的落差原因.....40
4.1.2「可靠性」的落差原因.....51
4.1.3「立即性」的落差原因.....60
4.2顧客與清潔公司間服務品質之認知落差原因（二）.....66
4.2.1「保證性」的落差原因.....66
4.2.2「同理心」的落差原因.....74
第五章結論與建議.....82
5.1研究實證概況.....82
5.2研究結果彙整.....86
5.3結論與建議.....87
5.3.1「缺口一」.....87
5.3.2「缺口二」.....89
5.3.3「缺口三」.....89
5.3.4「缺口四」.....90
5.3.5「缺口五」.....91
5.3.6結論彙整.....93
5.4增加後續研究範圍.....94
5.5後續研究方法之採用.....94
參考文獻.....95
中文參考文獻：.....95
英文參考文獻：.....97
英文論文大綱(Extended Abstract).....101

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網路資料：
[1]中華民國內政部統計處，2019，https://www.moi.gov.tw/stat/index.aspx，Web Page。
[2]中華民國國家圖書館，2019，臺灣博碩士論文知識加值系統，http://ndltd.ncl.edu.tw/，Web Page。
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[4]中華民國經濟部統計處，2019，http://www.moea.gov.tw/MNS/dos/home/Home.aspx，Web Page。
[5]維基百科：https://zh.wikipedia.org/wiki/維基百科