The result indicated: (1) The interaction of the service quality and the organizational performance of overhaul shop and customers' satisfaction had significant difference; reliability, assurance, empathy, responsivenessreally has influence to the custome
The result indicated: (1) The interaction of the service quality and the organizational performance of overhaul shop and customers' satisfaction had significant difference; reliability, assurance, empathy, responsivenessreally has influence to the custome
探讨修护工厂的服务质量满意度，研究发现：(1)不同的服务质量与组织效能在顾客满意度上具有显着差异；「可靠性」，「保证性」、「关怀性」、「回应性」对顾客满意度的确有显着影响；(2)在服务质量层面上分析其因素后发现发动机维修分队人员认为「回应性」最为重要；(3)发动机维修分队人员的会因为「军阶高低」的不同而对修护工厂所提供的服务质量有显着的不同；(4)在组织效能层面上认为提高「目标达成率」将可以提升满意度。