長期以來，室內設計業由於業務執行的最終服務成果，需在最後獲得顧客對設計的成果確認與接受後，方告完成；服務品質始終是服務業的重要議題，服務業的目的在滿足顧客的需求下，同時創造價值，建立優良垂直品質的市場口碑，此一特性對設計服務業者更甚；然因室內設計服務本身的特性與有形產品的製造生產是有差異性的。尤其是對品質的認定，無形的設計服務遠較有形的產品來的主觀、複雜、且難以認定。對室內設計經營者而言，服務品質管理實屬不易，因其好壞的認定，都在最後實體環境完成時，才是關鍵。而其結果所造成之正、負口碑，皆深遠地影響到公司的形象，進而影響到設計公司的生存之道。所以室內設計業者，對於業主在設計過程的服務品質感受與最後階段成果接收時的服務品質認定，必須審慎思考，如何降低資訊傳達的不確定性，以期縮短認知差距，而獲致業主正向的滿意成果及忠誠度，以累積市場正面口碑，是至為關鍵的考量。
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，整理出與業主主要相關互動參與過程的，需求溝通、初步設計、細部設計、施工管理、驗收保固等五個階段，根據Parasuraman, Zeithaml and Barry提出之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與五個關鍵的缺口，以進行室內設計業服務品質與顧客滿意之研究分析，作為衡量服務品質之不確定因素，試圖建構室內設計服務傳遞之不確定與服務品質、顧客滿意的關係架構，進而探討三者之間的影響因素。
針對室內設計服務特性，本研究了解到室內設計的滿意度，包含了兩個涵構：一是設計作品本身的品質水平滿意；另一是服務溝通傳達過程，業主建立的服務品質認知的滿意。而室內設計服務傳遞的不確定性，雖然主要的源頭是來自專業背景的資訊不對稱，但是影響品質認定和業主滿意度的因素，還是在服務傳遞過程，所衍生的諸多變數。本研究依專案互動流程的順序，找出室內設計服務過程中，各階段造成室內設計服務品質缺口模式中的主要因子，及其影響階段服務品質與滿意度的關聯性，了解到在服務推動過程，業者提供的服務內容，在經歷互動後總總的認知差距，業主所認知的服務品質，也依次累積形成各階段性的滿意度。最後總體的滿意度也會在業主的使用經驗自我反饋後，形成業主對設計服務提供者的口碑評斷。所以一個好的室內設計服務，必需有好的專業執業水平之外，也需有良善溝通的傳達互動，和業主方合理的認知和回應，自然才會形成一個良善的循環，引導出正向的服務口碑。

The influence factors of uncertain information transmission on service quality & customers’ satisfaction in the interior design service industry.
It has long been aware that the final decoration work is the product delivered to the end users in the interior design industry. Thus, the operation of interior design is recognized as the work completed. The service quality is always an important subject in the service industry. The goal of service industry is to satisfy the customer requirements, to create its value and to establish its excellent and vertical quality reputation from the markets, its character is even more apparent in the design service industry. However, the service character of interior design is different with the visible products from manufacturing. Especially, it is hard to identify its quality. The intangible service of interior design is more subjective and complicated than the visible service of product design, even much harder to recognize its distinct. To run business of interior design, it is tough for the owner to manage its service quality. Usually, the sensibility is good or no good will only be acknowledged when the final concrete environment has been displayed. Thus, positive or negative words to the final work will deeply affect the company image, even impact the company survival. It is so-called words of mouth from the market. The client can feel its service quality during the designing process; he will identify it only when the final achievement has received. The interior designer should carefully study to lower down the uncertainty in the information transmission to minimize the recognition gap, and expect to get a positive satisfaction from the client to acquire his higher loyalty. So, the positive reputation from the market has been accumulated. It is regarded as a key factor.
The study is to research the integrated bids of interior design; simultaneously, it has also referred to the project management flow of interior design. The five stages have been defined when the interaction was undergoing by the participation of the client: the communication of requirement, initial design, detail design, construction management, inspection and warranty. Based on the theory of service quality gap from Parasuraman, Zeithaml and Barry, their concept has been adopted as the skeleton of the study. The five key gaps have been applied into the study; its structure has continuously been modified through the cases study and the results of deep interviews. To analyze service quality and customer satisfaction of interior design, as the evaluation of its uncertainty in service quality. Trying to set the structure among uncertainty transmission, service quality, customer satisfaction, their relationship need to be further studied.
The study focuses on service character of interior design, we finally know the customer satisfaction which consists of two frameworks: one is horizontal satisfaction to the finished artworks, another is the client has established his recognition to quality satisfaction by the process of communication and transmission, the uncertainty transmission in the industry of interior design was mainly originated from the dissymmetric information by different professional background. Lots of variables are generated in the process of transmission. They are the factors to impact the quality acceptance and customer satisfaction. The study is to follow the project interaction flow orderly. To seek the key factor, which might create service quality gap, it influenced the connection between service quality and the satisfaction by different phases. During the service enforcement, the designer offers his service content to the client; the recognition gap has been showed by the interaction. The perception to the service quality from the client, it will develop to the customer satisfaction sequentially by different phases. The general satisfaction has finally generated after the client used the function of self- feedback. The judgment of reputation to the designer will be formed by the client. Therefore, the good service of interior design required a professional operation and good communication to be interactively transmitted. Moreover, the reasonable recognition and respond from the client will naturally shape a good cycle. Thus, it will lead to a positive service reputation.

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