評 定 量 表 模 式 在 管 理 顧 問 業 服 務 品 質 之 應 用

第 12 期Appling the Rating Scale Model on the ServiceQuality of the Management Consultancy ServicesChen-Wen Yeh 2AbstractThe purpose of this study was to discuss the relations of level of consumer expectedservice quality (defined as consumer importance) and level of consumer perceived servicequality (defined as operator performance), and to provide suggestions to operators. 162companies once had been consulted were used as subjects. Revised inventory “the Survey ofService Quality, Consumer Satisfaction, and Consumer Loyalty in Management ConsultancyServices” was used as a tool. The data obtained was analyzed by the rating scale model,reliability analysis, correlation analysis, importance-performance analysis, pairedcomparisonst test, multivariate analysis of variance and difference analysis. The majorfindings of this study were as follows: Consultant can keep company secret was the mostimportant and best performance item. Among the items with worst performance, consultantcan control the situation timely was the most important item from the consumer perspective.The positive correlation between operator performance and consumer importance showedhighly significantly as a whole or by tangible, reliability, responsiveness, assurance andempathy. The mean difference and correlation between operator performance and consumerimportance showed highly significantly as a whole or by tangible, reliability, responsivenessand assurance. The difference between operator performance and consumer importancediffered by the consultancy frequency significantly.Key Words:Consumer Importance, Operator Performance, Consumer Satisfaction,Consumer Loyalty2 Associate Professor, Department of Accounting, Jin-Wen University of Science and Technology.178