The Role of FFM in Assessing Service Quality

Outline • Motivation • Objective • Literature review ü Five-Factor Model ü SERVQUAL ü

Five-Factor Model (2/2) • Five-Factor Model，FFM (Big Five、五大人格特質) üExtraversion(外向性) üConscientiousness(嚴謹自律性) üAgreeableness(和善性) üNeuroticism(神經質) üOpenness(聰穎開放性)

SERVPERF • 為衡量服務品質的方法之一，是由 SERVQUAL發展而來 • 構面 1. Tangibles (有形性) 2. Reliability (可靠性)　 3. Responsiveness

Research Framework (1/3) Tangibles Reliability Responsiveness Perceived Service Quality Assurance Empathy 9

Research Framework (2/3) Extraversion Conscientiousness Agreeableness Perceived Service Quality Neuroticism Openness 10

Research Framework (3/3) Tangibles Extraversion Reliability Conscientiousness Responsiveness Agreeableness Assurance Neuroticism Empathy Openness Perceived

Research methodology • Target：行動通訊產品服務據點之服務提供者與顧客 • Tool： üSPSS üAmos 12

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The Role of FFM in Assessing Service Quality : A Study in Mobile Communication Product Retail Advisor : Prof. Hsieh Student : 賴千惠

Outline • Motivation • Objective • Literature review ü Five-Factor Model ü SERVQUAL ü SERVPERF • Research Framework • Research methodology • Expected Contributions

Five-Factor Model (2/2) • Five-Factor Model，FFM (Big Five、五大人格特質) üExtraversion(外向性) üConscientiousness(嚴謹自律性) üAgreeableness(和善性) üNeuroticism(神經質) üOpenness(聰穎開放性) 6

SERVPERF • 為衡量服務品質的方法之一，是由 SERVQUAL發展而來 • 構面 1. Tangibles (有形性) 2. Reliability (可靠性)　 3. Responsiveness (反應性) 4. Assurance (保證性) 5. Empathy (同理性) • SQ = PS 8

Research Framework (1/3) Tangibles Reliability Responsiveness Perceived Service Quality Assurance Empathy 9

Research Framework (2/3) Extraversion Conscientiousness Agreeableness Perceived Service Quality Neuroticism Openness 10

Research Framework (3/3) Tangibles Extraversion Reliability Conscientiousness Responsiveness Agreeableness Assurance Neuroticism Empathy Openness Perceived Service Quality 11

Research methodology • Target：行動通訊產品服務據點之服務提供者與顧客 • Tool： üSPSS üAmos 12

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