利用模糊層級分析法探討政府部門之服務品質優先序
謝美緞
慈濟技術學院會計資訊系
摘要
本研究依Parasuraman, Zeithaml and Berry（1985）提出10 個服務品質衡量構面為基
礎，經由文獻探討、問卷分析，建構部門服務品質之層級結構，再運用模糊層級分析法，
獲得服務品質構面指標之權重及建構評量架構。結果顯示在政府某部門組織之特殊性
下，服務品質構面以安全性為首重，其次依序為可靠性、勝任性、接近性、溝通性，異
於一般傳統產業。
關鍵字：服務品質，模糊層級分析法、安全性
Using Fuzzy Analytic Hierarchy Process to
Service Quality in the Government
Mei-Tuan Hsieh
Department of Accounting Information Tzu Chi College of Technology
Abstract
The research is based on the ten dimensions of Service Quality which proposed by
Parasuraman, Zeithaml and Berry（1985）. By literature review and questionnaire, this study
develops the Fuzzy Analytic Hierarchy Process and gets the weight. Besides, this study finds
that the most important dimension is security in the department of government. It is different
from that of conventional industries.
Keywords：Service Quality, Fuzzy Analytic Hierarchy Process（FAHP）, Security