Design for Home Delivery Service Using Quality Function Deployment – A Case Study

• Main Authors: Ing-Han Chen, 陳膺瀚
• Other Authors: Tsan-hwan Percy Lin
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/62809160686815313521

碩士 === 國立高雄第一科技大學 === 運輸倉儲營運所 === 92 === 　　Due to rapid changes in consumer behaviors and technology advancement, domestic logistics industry has applied telecommunication and information technology to improve its internal/external operating procedures to meet customers’ requirements. Especially, in today’s E-Commerce environment, home delivery service was offered in addition to traditional transportation and warehousing services to solidify customer loyalty through quick and precise delivery performance. 　　Through years of operations, complaints about home-delivery service quality keep soaring even though the market keeps growing. The reasons might lie at the low-price strategy adopted by the industry at the beginning. Although services are under gradual improvement, customers cannot tolerate it any more. The situation is aggravated by more newcomers into the market. Thus, providing services that customers really need become an important issue to increase customer satisfaction. 　　Through this research, real customer requirements are deduced from survey. Home-delivery service items and contents are derived through direct interview. Both requirements and services are input to construct relationship matrix for quality function deployment analysis. Based on the differences between service importance and satisfaction, the priority of each service item is decided. Recommendations in terms of service design are then provided. In addition to the framework, methodology, and insights about real customer requirements provided by the research, unfulfilled customer requirements are investigated, too. These results provide a useful reference for home-delivery industry in operation and service design.