面對整建產業在國際間逐漸的發展，本論文提出一個整建產業改善服務品質的動態決策支援系統(SQDDSS)，幫助廠商建構核心競爭力並持續競爭優勢。本文採用系統動態(System Dynamics)研究方法建構出持續改善服務品質的動態模型。在量化管理的基礎上，發展出包括：現況評估、問題研究、策略擬定、執行績效量測、回饋與改善等循環程序。藉由系統動態的回饋迴圈分析(Feedback Loop Analysis)及各種情境的長期案例模擬，幫助決策者持續地擬定最佳的競爭策略。本決策支援系統係由界面、模型與資料庫等三個模組所組成。其中，模型模組中的服務品質量測模型，係依據1988年PZB所提出的服務品質量表(SERVQUAL)所建構。而另一個最佳化的運算，被應用在幫助決策者評估有限資源下找到最佳的競爭策略。最後，本文選擇一個住宅整建廠商案例，以Powersim Studio套裝程式與實際案例建構出整建產業改善服務品質的動態決策支援系統(SQDDSS)，展現本研究所提出系統之成果。

A refurbishment industry grows as a nation gradually develops. To assist contractors in building core competences as well as sustaining competitive advantages, a service quality dynamic decision support system (SQDDSS) is proposed in this paper. This system adopts the system dynamics approach as the construction model for continuous improvement of service quality. On the basis of quantitative management, a cyclic procedure is developed, including current assessment, issue investigation, strategy-making, execution performance, feedback and improvement. Aided by feedback loop analysis in the dynamic system and longitudinal case simulation for all related scenarios, the decision-maker may constantly achieve optimal strategies. It consists of a model base module, a database module and a user interface. Within the model base, a service quality measurement model is built according to SERVQUAL, introduced by Parasuraman et al. (1988), which is provided to measure service quality, while an optimal function is applied to assist contractors in developing optimal strategy and evaluating required resources. A case of a housing refurbishing company SQDDSS run by the package software, Powersim Studio is selected to demonstrate the proposed system.

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