網路快速的發展帶動了許多科技產業的興起，許多企業的資訊機房規模也因此不斷擴充或改建，對於能夠維持資訊機房內環境的恆溫恆濕、平均且穩定的氣流分佈、長時間運轉的耐用度、更高的節能效果和互相備援的高可靠度等多樣條件的精密空調設備也被越來越被重視｡有了這樣的發展利基，隨著越來越多資訊機房的建設，資訊機房精密空調產業將會達到前所未有的高峰期，唯有持續創新服務並提高服務品質及顧客滿意度才能達到企業的永續經營目標｡
本研究也探討公司類型包含了｢產業別｣、｢服務機關的性質｣、｢公司人數｣、｢公司創業年資｣、｢公司年營收｣對於服務品質與顧客滿意度關係之干擾效果，其中發現｢產業別｣與｢公司年營收｣對於服務品質與顧客滿意度之關係具有顯著的干擾效用｡
本研究結果發現服務品質的五個構面對於顧客滿意度都有顯著影響，其中「有形性」的影響顧客滿意度最大，其次為「保證性」，顧客滿意度感受較低為「關懷性」｡期望以上的結果對於資訊機房精密空調設備銷售或維護的服務改善具有參考方向，進而提高顧客滿意度讓企業能夠永續發展｡

The rapid development of the Internet has led to the rise of many technology industries. As a result, the scale of internet data center for many companies has been continuously expanded or rebuilt. The precision air-conditioning equipment with various conditions, such as, the constant temperature and humidity of the environment, the well distributed airflow, the durability of long-term operation and higher energy-saving effects and high reliability of mutual assistance ect., has also been increasingly taken into account. With such a development niche, as more and more needs of  internet data centers, the precision air-conditioning industry will reach an unprecedented peak era. Only by continuously innovating service quality and customer satisfaction can the company's sustainable business be achieved.
This study also discusses the moderating effects on the relationship between service quality and customer satisfaction of company types that include the “industry category”, “nature of company”, “the number of employees”, “the years of entrepreneurship” and “the annual revenue”. It was found that "industry category" and "the annual revenue" have significant moderating effects on the relationship between service quality and customer satisfaction.
The results of this study show that the five aspects of service quality have a significant influence on customer satisfaction, as “tangibles” affecting customer satisfaction the most, followed by “assurance”, and “empathy” is the last. Hopefully, in the future, that the above results will have a reference value for the improvement of service for either the sale or maintenance of precision air-conditioning equipment of internet data centers thereby improving customer satisfaction so that the company can continue to develop.

目錄
目錄i
表目錄iii
圖目錄v
第一章　緒論1
第一節　研究背景與動機1
第二節　研究目的2
第三節　研究範圍4
第四節　研究流程4
第二章　文獻探討5
第一節　服務品質5
第二節　顧客滿意度15
第三節　服務品質與顧客滿意度關係之探討19
第三章　研究方法與設計21
第一節　研究架構與假設21
第二節　研究樣本來源23
第三節　變數定義與問卷設計23
第四節　資料分析方法28
第四章　資料分析與研究結果30
第一節　敘述性統計30
第二節　信度分析36
第三節　相關性分析37
第四節　迴歸分析38
第五節　干擾效果分析39
第五章　結論與建議45
第一節　研究結論45
第二節　管理意涵46
第三節　研究限制與後續研究建議48
參考附錄53
 
表目錄
表2-1服務品質之定義6
表2-2 SERVQUAL量表之構面及意義12
表2-3 PZB SERVQUAL量表五個構面與衡量變項13
表2-4顧客滿意度的定義15
表3-1服務品質問項24
表3-2精密空調設備商顧客滿意度之衡量變項26
表3-3業主公司資料與人口統計問項27
表4-1公司所從事的產業類型30
表4-2服務機關的特性31
表4-3公司人數31
表4-4公司創業年資32
表4-5公司年營收32
表4-6公司部門別33
表4-7職級別33
表4-8性別34
表4-9年齡34
表4-10婚姻35
表4-11學歷35
表4-12工作年資36
表4-13各構面之信度分析表36
表4-14各子構面之相關分析表37
表4-15服務品質子構面對顧客滿意度之迴歸分析表39
表4-16服務品質之五構面集群分析表40
表4-17服務品質與產業別對顧客滿意度之二因子變異數分析表41
表4-18服務品質與服務機關的性質對顧客滿意度之二因子變異數分析表42
表4-19服務品質與公司人數對顧客滿意度之二因子變異數分析表42
表4-20服務品質與公司創業年資對顧客滿意度之二因子變異數分析表43
表4-21服務品質與公司年營收對顧客滿意度之二因子變異數分析表43
 
圖目錄
圖1-1研究流程圖4
圖2-1服務的三角形	8
圖2-2服務品質概念模式PZB11
圖2-3顧客知覺服務品質和顧客滿意度20
圖3-1研究架構圖21
圖4-1服務品質對產業別與顧客滿意度交互作用圖41
圖4-2服務品質對公司年營收與顧客滿意度交互作用圖44

一、中文部分
李佩娗(2005)，「網路銀行服務品質與顧客滿意度之研究」，國立成功大學統計學研究所碩士論文。
金玉珍(2000)，「洽公民眾對臺北市區公所服務品質看法之研究」，國立政治大學公共行政學系碩士論文。
陳正男(2008)，「服務品質、顧客關係管理、與品牌形象對顧客滿意度影響之研究-以半導體設備代理商 H 公司為例」，國立成功大學高階管理碩士在職專班碩士論文。
二、英文部分
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Carman, J. M. (1990), “Consumer Perceptions of Service - An Assessment of the SERVQUAL Dimensions”, Journal of Retailing, 66(1), 33-55.
Cronbach, L. J. (1951), “Coefficient alpha and the internal structure of tests”, Psychometrika, 16(4), 297-334.
Cronin, J. J. and Taylor, S. A. (1992), “Measuring Service Quality - A reexamination and Extension”, Journal of Marketing, 56, 55-68.
Czepiel, J. A. (1974), “Perspective on Consumer Satisfaction”, AMA Conference Proceedings, 119-123.
Day, R. L. (1977), “Extending the Concept of Consumer Satisfaction, Atlanta - Association for Consumer Research”, 4, 149-154.
Gronroos, C. (1982), “An Applied Service Marketing Theory”, European Journal of Marketing, 16(7), 30-41.
Gronroos, C. (1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18(4), 37-45.
Nunnally, J. C. (1978), “Psychometric Theory”, NY: McGraw-Hill.
Oliver, R. L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retailing Setting”, Journal of Retailing, 57, 25-48.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), “A conceptual model of service quality and its implications for further research”, Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988), “SERVQUAL amultiple-item scale for measuring consumer perception of service quality”, Journal of Marketing, 64, 13-40.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67, 420-450.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985), ”Quality Counts in Service, Too”, Business Horizons, 28, 44-53.
Pfaff, M. (1977), “The Index of Consumer Satisfaction Measurement Problem and Opportunity”. in H. K. Hunt (ed.), “The Conceptualization of Consumer Satisfaction and Dissatisfaction”, Cambridge, MA: Marketing Science.
Ruyter, K., Bloemer, J. and Peeterts, P. (1997), “Merging service quality and service satisfaction - An empirical test of an integrative model”, Journal of Economic Psychology, 18(4), 387-406.
Singh, J. (1991), “Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery”, Journal of the Academy of Marketing Science, 19, 223-234.
Zeithamal, V. and Bitner, M. (2000), “Integrating Customer Focus Across the Firm”, Boston: McGrow-Hill.
Zeithaml, V. A. and Binter, M. J. (1996), “Service Marketing”, NY: McGraw-Hill.