專業服務業之服務品質探討 —以律師業為例

Abstract

律師是專業服務的代表性職業之一。專業服務業者，無不戮力提升服務品質，以求在市場中生存發展，但由於法律服務具有服務的無形性、不可分割性、變動性與易逝性，使服務品質的掌控與衡量相當不易。 Parasuraman、Zeithaml與Berry三位學者於1985年提出服務品質概念性模式，及其後之修改、演進，受到廣泛討論與應用，惟在專業服務業中的應用卻相當有限。本研究乃以律師業為例，就服務品質之概念，進行討論與整理，再針對具有接受律師服務經驗之當事人作深入訪談，彙整訪談所搜集之資訊，進行分析，探討專業服務業的服務品質，並針對律師業服務品質之提升，提出結論與建議。

In order to survive and sustain in the competitive markets, professional service providers have to constantly maintain and improve their service quality. Due to the unique nature of service contents, the measurement of service quality has been a challenging issue for the legal service industry. Therefore, for legal service providers, exploring the management of service quality and identifying the opportunities for improvements will be quite critical for service success. Although SERVQUAL has been applied to many service industries, its application in professional services has been limited, not to mention in legal services. To fill this research gap, this study explored the concept of service quality in legal services through qualitative research. In-depth interviews with clients were performed to examine the service quality dimensions and items of law firms. Implications, limitations and future research directions were then discussed.