服務已成為經濟體系中各產業發展的核心關鍵，因此，服務品質被視為服務化產業獲取競爭優勢的關鍵要素。但因服務具有和實體產品不同的特性，且顧客聲音通常是模糊和非定量化的，因而易導致服務品質的衡量誤差。有鑑於此，本文應用模糊語意尺度於問卷量表，收集顧客對各服務要項的滿意度和總滿意度，並以兩者間的相關程度與績效表現，建構出服務績效影響力矩陣，協助企業評估服務品質不佳的服務要項。另在現今資源有限的高度競爭環境，本文根據服務績效影響力矩陣同時探討其競爭對手的服務績效差異，來評選最優先改善之服務要項，作為經營者進行最有效率提升服務品質與增加市場競爭力的改善策略之參考依據。而服務在進行的過程中，包含了許多難以掌握的變數，因此，如何確保與監控改善後的服務品質是一個重要的問題。據此，本文進一步提出一個服務績效管制圖，協助公司及時監控顧客不滿意度，以確保其服務維持應有的品質。

Service has become the key to industrial development in the economic system. Thus, service quality is regarded as the critical factor in obtaining competitive advantage in servitized industries. However, service and physical products differ fundamentally, and the voice of customers is generally fuzzy and non-quantitative, often leading to errors in the measurement of service quality. For this reason, this dissertation applied fuzzy linguistic scale in a questionnaire to gauge the satisfaction of customers towards individual service items as well as their overall satisfaction. Combining the correlation between the two with satisfaction performance, we constructed a service performance influence matrix (SPIM) to identify service items of poor quality. Furthermore, in response to limited resources and the highly competitive environment today, we employed the SPIM to compare the performance of the company with that of its competitors. We prioritize multiple service items needing improvement to provide the service-oriented company with a reference that enables them to formulate improvement strategies to enhance service quality and increase corporate competitiveness in an efficient manner. Unfortunately, the process of providing services includes a number of variables that are difficult to control. Hence, ensuring and monitoring service quality is an important issue. This dissertation further proposes a service performance control chart to assist company management in the timely monitoring of customer dissatisfaction to ensure that service quality improved is being maintained.

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