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Author: 廖永愉
YUNG-YU LIAO
Thesis Title: 室內設計產業服務品質缺口模式之個案研究
Service Quality Gap Model of Interior Design Industry
Advisor: 王孔政
Kung-Jeng Wang
Committee: 王孔政
Kung-Jeng Wang
林久翔
Chiu-Hsiang Lin
曹譽鐘
Yu-Chung Tsao
Degree: 碩士
Master
Department: 管理學院 - 管理研究所
Graduate Institute of Management
Thesis Publication Year: 2020
Graduation Academic Year: 108
Language: 中文
Pages: 55
Keywords (in Chinese): 室內設計服務品質顧客滿意度
Keywords (in other languages): Interior Design, Service Quality, Customer Satisfaction
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  • 室內設計產業所提供之服務成果是在設計個案完成後,顧客對於設計服務成果給予確認與接受後算完成。室內設計公司目的是在於提供業主客製化之室內裝修成品,首先必須依照業主之需求提供室內設計服務,進而根據設計結果,將設計內容予以實現。由於設計服務之結果將直接影響最後成品之顧客滿意度,因此,如何於專案前期針對室內裝修設計業所提供之服務內容進行顧客服務品質衡量,將是改善室內設計公司服務品質之關鍵。有鑒於此,本研究以室內設計案中之統包模式為研究範疇,同時參考室內設計專案管理流程,整理出與業主主要互動參與過程所提出的服務品質缺口模式作為本研究之架構,藉由個案分析及深度訪談結果反覆修正研究架構進行室內設計產業其服務品質與顧客滿意度的研究分析,以了解設計服務品質所產生的影響,進而探討二者之間的影響因素。

    關鍵詞:室內設計、服務品質、顧客滿意度


    The results of the services provided by the interior design industry are the customer completes the design service after confirming and accepting it. The purpose of the interior design company is to provide the finished interior
    decoration products customized by the owner. First, we must provide interior design services according to the needs of the owner, and then realize the design content based on the design results. As the result of the design service will directly affect the customer satisfaction of the final product. Therefore, how to balance customer service quality against the service content provided by the interior design industry in the early stage of the project, it will be the key point to improve the service quality of interior design companies. In view of this, this research focuses on the overall design and construction mode in the interior design case, at the same time, test the interior design project management process, to rectify the main interaction process, the design industry and the owner and use the service quality gap model proposed, through case analysis and in-depth interview results, the research framework is repeatedly revised to enter into the interior design industry's service quality and customer satisfaction research analysis, to understand the impact of design service quality, then explore the influencing factors between the two.

    摘要..........................I ABSTRACT......................II 致謝..........................III 目錄..........................IV 表目錄........................VI 圖目錄........................VII 第一章 緒論....................1 第一節 研究背景與動機...........1 第二節 研究問題及目的...........1 第三節 研究步驟與流程...........2 第四節 研究範圍與限制...........3 第二章 文獻探討................5 第一節 室內設計產業之現況.......5 第二節 顧客滿意度..............7 第三節 影響之因素..............10 第三章 研究方法................13 第一節 研究設計................13 第二節 訪談對象與內容..........16 第四章 研究結果................18 第一節 個案研究一..............18 第二節 個案研究二..............19 第三節 服務缺口模式實證.........20 第五章 結論與建議..............41 第一節 研究結論................41 第二節 研究建議................42 參考文獻.......................43

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