以Kano模式分析傳統產業轉型為地方文化產業之服務品質-以溪湖糖廠為例

• Main Author: 蘇幸冠
• Other Authors: 王信文
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/91859431252603025844

碩士 === 國立彰化師範大學 === 企業管理學系國際企業經營管理 === 98 === Taiwan sugar corporation was founded 60 years so far, and the sugar industry has long been a major tradition industry in Taiwan. With the changing of global economic pattern, Taiwan sugar corporation is facing challenge of transition. They transform the sugar industry toward eight utilities including tourism industry for the corporate sustainability of Taiwan sugar corporation. Like Wufen station, which is the oldest sugar-transporting train stations with the integrity of wooden structure and surrounding facilities in Changhua country, there are many valuable cultural heritage conserved by Hsi-Hu sugar factory. The above mentioned advantages are able to lead TSC in developing tourism industry. During the key period of transforming the traditional industry into the cultural industry, it’s very important that how to sustained improve the quality of their products or services to satisfy the customers. The definition of service quality changes with time and environment, and now the service quality use customers’ satisfaction to be the scale of improvement. If they want to make the customers truly satisfied, they should find out what the customers think and care. Due to the concept of quality was only one-dimensional in the past, this study uses Kano model to discover the true meaning of service quality which the sugar corporation provides to the customers. Besides, leading in the total quality function deployment(QFD) to approach what service quality need to be improved,understanding the consideration of quality technique in sugar corporation management and how the entire quality requirement and satisfaction toward the sugar corporation influenced by different customers, this study further explores if there is anything need to be improved or upgraded when the sugar corporation transforms into innovative industry of local characteristic. This study will integrate all opinions from sugar factory’s employees, VIII tourists, and Hsi-Hu residents for substantive suggestions and strategies of promoting Hsi-Hu sugar factory after transformation. We hope this study can establish the service quality analysis model after the transformation of traditional industries and give improvement indicators after the transformation of related industries in the future.