A study on integrating QFD/AHP/BSC to construct quality of service decision-making model ─ a case of online game industry in Taiwan

• Main Authors: LIN Jia-Huei, 林家卉
• Other Authors: Meng-Jong Kuan
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/18502604507456580473

碩士 === 開南管理學院 === 企業管理研究所 === 91 === Because the two-day-weekend policy promotes the diversification of game software,and on the effect of the fast development of broadband network, online game will replace gradually PC game, become the main stream of game software market in Taiwan.Because of the unique character of onlime game, the upraising of onlime game, must promote the common expands of other peripheral entertisement and internet related industries.In future, the whole industry will be paid much attention with the invest in online game by firm、the integration of overseas markets and R&D of online ganme software. Resently, since the well future of online game industry,there are many firms in the limited market scale and many rivals coming from all over the world. Besides, because the government still have’t known entirely the online game industry, there are much limite and it indirectly effects the development of online game. As a results, it has gradually become the key point factors that the online game firms depend to realize the voice of customers and provides the repection services of customers in high competition markets. This study first identify the frame of supply chan of online game by literature reading, and then integrate it into PZB quality of service model (1988) to comfirm the gap of quality of services for online game.Secondly, by literaturing reading to find out the demand quality of customer and quality element of firms,and link them buy QFD method. And then use AHP Method to calculus the weights of customer demands and construct as a intergated service quality measure system for online game industry.Thirdly, use the service quality measure system as a base to combine the vision and strategy of onlne game firms, and use Balanced Scoredcard to development a decision-making system of service quality for the online game firms to make decision.