服務品質、服務失誤及服務補救對客戶滿意度影響之研究-以商用軟體客戶服務為例

Information Service Industry has been developed for over thirty years. In this industry, the relationship between service quality and customer satisfaction is a very important issue. However, researches are still in lack of studies of service failure types, the second-satisfaction through service recovery and the influence of the customer service. This research is discussed about the connection between service quality and service failure, and the connection between service failure and service recovery. By using the questionary with regression and factor analysis, this research suggests that: (1) the service failure type is only one category and the service recovery is divided into two types: assistance-apology and compensation. (2) There is a positive connection between service failure and compensation, but no connection with assistance-apology. (3) The customer satisfaction is only increased by service recovery. (4) When service failure is happened, assistance -apology is only way to improve customer satisfaction. (5)The demographic variables (sex, age and level of education) are no influence on service quality or customer satisfaction. However, there is a positive connection between the identification of service failure and the way of service recovery.