| Summary: | 碩士 === 中華大學 === 資訊管理學系(所) === 96 === In this paper, we apply Fuzzy Delphi Method (FDM) and Interpretive Structural Modeling (ISM) to build up the constructs and criteria for measuring the service quality of life insurance broker companies. First we find the key factors and build up the basic model from reference, and apply FDM to obtain the most important factors of the service quality by interviewing the experts. Then we apply ISM to find the relationships between constructs and criteria, so as to build up the multicriteria decision-making model. Then we deploy Analytic Network Process (ANP) to find the important degree for each criterion to get an objective, standardized measure. Second, through a case study, we apply the Quality Functional Deployment (QFD) with the identified criterion, and combine them with experts’ opinion into the service quality of life insurance broker companies. We hope the result of this paper can be an objective, standardized measure to provided for proceeding service quality planning and draw up the improvement strategy for the life insurance broker companies.
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