台灣在全球3C產品開發與製造代工領域中佔有重要地位，尤其在工業設計及機構設計的範疇，其中原型製作服務是不可或缺的一環。因此，本研究主要是以PZB服務品質模式為基礎，來衡量公司內部原型工程服務的管理者與顧客之間的服務品質缺口，進而探討在服務內部顧客時產生缺口的形成可能原因。
本研究透過發放問卷，分別針對原型單位管理者及顧客，瞭解對於原型服務流程與服務品質構面的看法，並且整理分析問卷資料找到原型服務的缺口落差。在研究中發現，原型服務管理者與內部顧客在以下四項產生彼此認知上的差異，包括(1)交通地理環境是否便利、(2)服務人員能否確實告知顧客何時將會完成原型、(3)原型服務的種類及形式多樣化及(4)原型服務的流程是否能夠符合顧客最大利益。
藉由與業界有多年經驗的專家進行訪談討論，以找出差距的可能成因，來提供原型服務單位具體可發展的方向，並將資源整合利用投入顧客重要性優先的需求，並且提出適當的改善建議，以期許對於公司內部原型服務單位，能夠在服務品質上有所提昇。

Taiwan has an important position in 3C product development and OEM/ODM manufacturing domain in the world, especially in the field of industry design and machinery design. Basically, the prototype manufacture service cannot be ignored in the whole process. Thus, this study intends to employ PZB service quality model to measure the internal service quality between company’s managers and customers, and then discuss the reasons why the gap is generated when serving internal customers.
This study uses questionnaire survey to know the viewpoints for prototyping service process and service quality from prototype department managers and customers, respectively. Besides, this study tries to find the gap in prototype service through analyzing questionnaire data. The results show that there are four cognition gaps between prototype managers and customers. They include (1) Is it convenient in traffic location environment? (2) Can service people indeed tell customers when the prototype will be finished? (3) The prototype service’s diversification in varieties and styles? (4) Can the prototype service’s procedures conform customer’s benefits?
This study discussed with domain experts with many years of experiences in the industry in order to find the possible reasons which cause the gaps and provide the specific development direction for prototype service department. Then, the case company can integrate the resources, apply the resources to the customer requirements with higher priority, and propose the suitable improvement suggestion in order to enhance the service quality.

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