A Study on Service Quality of the Service Industry -- the Business and Financial Journal's Mystery Shopper Survey as an Empirical Sample
|關鍵字:||服務業;服務品質;神秘客;財經雜誌;Service Industry;Service Quality;Mystery Shopper;Business and Financial Professional Journal|
In the past decade, the service industry in Taiwan has begun playing a major role in the country’s overall economic activities. Considering the output value as well as the employment opportunities, Taiwan has now become one of the countries with well-developed services. However, looking more precisely at this issue, we are able to discover that the business, the government agencies as well as consumers in the past did not hold high expectations for service quality; citizens were not aware of the level of service. As a result, good service quality was not found. On the other hand, although the service industry was perceptive of the significance of its quality, standard judgment was not reliable due to the absence of appropriate measuring method and reference benchmarks in the field. This study puts the mystery shopper to good account; it combines topics planning and execution deriving from the business and financial professional journal. The study implements survey and assessment of service quality in the Taiwanese service industry. This study serves as the initial large-scale “mystery shopper” survey of service quality in Taiwanese service industry. Compare with the past survey of business sales volume and profitability conducted by the business and financial magazines, this new approach is more objective. It addresses a criticism of service and customer-oriented analysis, offering reference to businesses and related operations. The study has observed that financial indices reflect exclusively on the management effects of businesses and not on service quality. The standpoint illustrates the previously neglected respects of the research and management on service industry. As a result of the collaboration with business and financial magazine to further amplify this study, a number of elaborations have been made concerning the investigations of service schemes, topic planning, measurement method, and the mystery shopping survey procedure. The study is valid for extensive investigation and reference.
|Appears in Collections:||Thesis|