Using an integrated Kano two-dimensional quality model and Quality Function Deployment to evaluate the Service Quality of online shopping

• Main Authors: Chun-Chih Liao, 廖春枝
• Other Authors: Dr. Mei-ling Weng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/44342874929341889253

碩士 === 國立勤益科技大學 === 工業工程與管理系 === 98 === Due to the prevailing of internet, it transforms the type of service. The traditional service evaluations for service persons are not suitable for nowadays. The service provides invisible products. The requirement and anticipation of customers need to be investigated. Service after sales requires the contact of the costumers and service persons and it needs to be done in a short time. So, it demands the higher integration ability the manufacture industry.Quality Function Deployment (QFD) is an analysis tool for planning, communicating and integrating for crossing departments. Kano Two-Dimension Model will be helpful to promote the costumers， satisfaction and the value of the product. This research is the utilization two-dimensional quality analysis pattern grasps the external customer demand the influencing characteristic, and penetrates the quality function to launch the method to transform it the key point which must strengthen for the interior, inferior is helpful to the service quality and the customer degree of satisfaction promotion.