| URN | etd-0118121-134900 | Statistics | This thesis had been viewed 140 times. Download 8 times. |
| Author | Chun-Wei Chang | ||
| Author's Email Address | sharkwei@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2020 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 87 |
| Title | Application of Importance-Performance Analysis in Determining the Service Quality of Labor Unions: The ¢Ý¢Ý Labor Union of New Taipei City as an Example | ||
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| Abstract | With the aim of enhancing the trust relationship between workers and labor unions, this study conducted a survey on members of labor unions to determine the importance they attached to, and their satisfaction with, the service quality of labor unions. The results were applied to assess the importance¡Vsatisfaction discrepancies of union service quality, thereby improving the service quality of unions and increasing union membership. Accordingly, this study explored the discrepancies between union members¡¦ perceived importance of and satisfaction with union service quality, conducted analyses on such discrepancies, identified service gaps, and provided recommendations accordingly. This study randomly sampled 500 members from¢Ý¢Ý Labor Union of New Taipei City as research participants and conducted a questionnaire survey on them; 428 valid responses were returned, achieving a valid response rate of 85.6%. The collected data were analyzed with a descriptive statistical analysis, reliability analysis, paired-samples t-test, independent-samples t-test, one-way analysis of variance, and correlation analysis. Finally, an importance¡Vperformance analysis was conducted to determine the position of each service quality attribute on the importance¡Vperformance matrix, followed by a discussion on analysis results. The findings are as follows: 1.Overall, the importance of and satisfaction with union service quality were positively correlated. 2.Union members perceived importance of union service quality was higher than their satisfaction with all service attributes . 3.Union members attached most importance to service responsiveness and were also most satisfied with it. 4.Union members of different age groups differed significantly regarding their perceived importance of and satisfaction with service reliability . 5.The empathy dimension of service quality should be prioritized for improvement. Finally, the research results were discussed, and recommendations were proposed accordingly to provide unions with insights into the direction of improvement and operational strategies. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2020-12-28 | Date of Submission | 2021-01-18 |