The treat of Service Quality Specification and Service Delivery

[[abstract]]台灣經濟的快速成長，國民所得提升，人民生活水準及消費能力隨之提高，當消費者決定購買商品時，除了考慮產品的實體品質外，對於無形的服務品質也愈來愈重視，往往服務品質是決定消費者是否感到滿意的重要依據。因此，服務品質隨著經濟發展及社會環境快速變遷而顯得日益重要，由於服務品質重要性與日俱增，也受到相關企業重視，1970年代後期，服務品質已被視為企業獲取競爭優勢的關鍵因素。主要是以餐飲業為例，以PZB之模型作為基礎來源，探討服務五大缺口中，服務品質規格與服務傳遞的差距。來研究摩斯漢堡管理者將服務品質規格的認知轉變為實際服務之間的落差，並以二者之間的落差作為研究目的。 在資料收集上，本研究使用網路問卷及實體問卷發放、輔以抽樣方法共取得297位在摩斯漢堡的受測對象，並使用敘述性統計、次數分配、交叉分析和迴歸分析來檢驗服務品質規格中的資源提供、教育訓練、組織要素對內部溝通之關係假設。第一資源提供與內部溝通、教育訓練與內部溝通之間、組織要素與內部溝通之間、內部溝通對於服務傳遞呈現顯著狀態且其關係為正向關係。當資源提供、教育訓練、組織要素對於內部溝通是有相當的正向關係。 所有資料經過分析後顯示，當資源提供、教育訓練、組織要素越完善內部溝通會更順暢。透過分析了解對於一個企業重要聯繫的內部溝通是否應該加強於哪一個部份，已將這聯繫的網建立的更為穩固，加強企業的競爭力。[[abstract]]Due to the rapid growth of the economy in Taiwan not only has the average income increased but also the quality of life and the rate of consumption has also increased When consumers spend their money the quality of the products as well as intangible customer service has become more and more important Most of all the consumers’ satisfation normally depends on customer service The quality of customer service has therefore become increasingly important as the economy grows society changes rapidly - this has been considered by most companies In the late of 1970’s quality of service has been considered a key to success in business between competitive companies In the hospitality industry for example we need to discuss on the differece between the quality and the derlivery of the service which is based on PZB model The aim and purpose of this research project is to compare how Mos Burger manages to convert the acknowledgemet of service into actual service and to distinguish the differences between them Internet survey and random sampling questionnaires were choosen as our methodology in this research project We randomly chose 297 people from each method to interview and analyse with descriptive statistics frequency distribution cross analysis and regression analysis to examine service quality educational training and the hypothesis of the relationship between internal communication and the organisation factor The hypothesis is based on the relationship between the first resource providing educational training and internal commuication and organisation factor and internal communication the internal communication for delivery is significant for the relations between the state and its positive relations Resources education and training organizational elements for internal communication is a very positive relationship After analysing the dates we have internal communication goes well when the provision of the resource and educational training and the factor of organisation is fully provided Therefore It is important for companies to analayse this data in order to enable them to improve their internal comunications and to provide a more stable environment and an improved competative positio