| URN | etd-0115122-104500 | Statistics | This thesis had been viewed 165 times. Download 21 times. |
| Author | Hsueh-Fong Lee | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2021 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 56 |
| Title | A Study on Service Quality of Clean Practitioners – An Example of Cleaning Service Industry |
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| Abstract | With the global COVID-19 pandemic, building cleaning service has become an indispensable role in environmental protection and sustainable management of global industries. This study aims to investigate the factors that influence customers' perceptions of service quality and that need to be improved. A total of 400 questionnaires were collected from September 20, 2021, to October 04, 2021, and 350 valid questionnaires remained after eliminating incomplete or missing answers. The response rate was 87.5%. The results showed that: (1) customers who were unmarried, elderly, and highly educated need to improve the weaker items of service quality; (2) building cleaning service need to strengthen the reliability and responsiveness domain; (3) immediate service support and attention of customer interests were the key factors for the post-pandemic Covid-19; (4) IPA analysis showed the importance of service quality to improve customer satisfaction and loyalty; and (5) maintaining higher customer satisfaction would improve overall loyalty. Finally, the study can be used as a reference for future strategies and researches in the related cleaning service industry based on our analysis results. | ||
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| Files | indicate access worldwide | ||
| Date of Defense | 2021-12-24 | Date of Submission | 2022-01-15 |