| Summary: | 碩士 === 明志科技大學 === 工業工程與管理研究所 === 99 === Service industry has been the worldwide tendency of the economic growth. With the flourishing development of the service industry, how to find out the factors of bad service quality and predominant the merits and creativity of service have been a victorious key point. The entrepreneur has been thought that the good service quality is to meet the consumer’s needs. However, without totally understanding what consumers really needs in their mind, it causes the service gap between the consumers and entrepreneur. Due to the reason, the service can’t reach the expectation effect. At before we didn’t study the evaluate of service gap, so the purpose of the research combines the service flow, to bring up the SFMEA and the method of C&E matrix to evaluate service gap. SFMEA is mainly for internal assessment, C&E matrix is evaluated for external customers. During the process, we combine the concept of quality management control chart to estimate the standard deviation, through standardized SFMEA and C&E matrix to subtract the value of the results obtained by the archive service after the fall of indicators to define. When the index of service gap is negative that the service needs improvement process, if the index of service gap is positive that there are exist attractive quality of ingredients. Stores can make good use of this advantage and get more benefits. The study analysis indicates that service gap index S index= -0.66. Overall, the case study shows the existence of quality service failure state. Followed by Pareto in the difference between the two sort of improvement in priority, the results can be used as a specific basis for service providers to improve their process.
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