文化創意產業列為國內六大新興產業之一，2012年國內文化創意產業產值達新台幣6,654億元，建築設計產業列為文化創意產業之一，其產值就占728億元。本研究主要探討具一定規模建築新建工程（2億元以上）之建築設計產業服務品質，應用PZB服務品質模式(PZB model)發展之SERVQUAL量表的構面(有形性、可靠性、反應性、保證性及關懷性)及衡量項目為基礎，透過執行建築設計產業經驗之專家訪談，訂定適合建築設計產業設計階段服務之衡量項目後，再透過專家問卷調查，由問卷對象以固定答題方式給予各個評鑑要項分數，運用模糊序位法（Fuzzy Ranking）及灰色局勢決策法（Grey Situation Decision），將各要項所得分數運用模糊序位法（「很低」、「低」、「中」、「高」、「很高」五等級）之隸屬分數（Membership Grade）換算成決策值，將「決策向量」出現在模糊序位等級「高」、「很高」者列為策略要項。本研究結果將建立業主期望建築設計產業設計階段之最主要32項服務策略，作為建築設計產業推動執行的重點，藉以提供改善服務品質的具體指導方向，進而提升顧客滿意度及維繫建築設計產業之競爭力。

Cultural and creative industry included as 6 Emerging Industry in Taiwan. The output value of cultural and creative industry was NT 665.4 billion, and architectural design industry classified as one of cultural and creative industry was accounted for NT 72.8 billion in 2012. This research was applied SERVQUAL（Service Quality Scale）of PZB model to discuss service quality of architectural design industry about the construction cost at least 200 million NT . At first, we established the evaluating items based on SERVQUAL（including 5 sections of Tangibles / Reliability /Responsiveness /Assurance /Empathy） and interviewed with architectural design experts to develop suitable items of design stage. Secondly, we counted each item by the methods of expert questionnaire survey and giving scores. Then, we evaluated the strategies by the methods of Fuzzy Ranking and Grey Situation Decision. The giving scores were counted to Membership Grade of Fuzzy Ranking（very low/ low/ medium/ high/ very high）and transformed to Decision Vector. We established 32 strategies items of service quality by the “high” and “very high” of Decision Vector. The results will establish the major service strategies, thereby enhance customer satisfaction and maintain the competitiveness of the architectural design industry.