A New Model for improving Service Quality

• Main Authors: Nai-Jail Zheng, 鄭乃嘉
• Other Authors: Kuo-Lung Wu
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/46234749390795985520

碩士 === 崑山科技大學 === 資訊管理研究所 === 100 === Importance-satisfaction models (I-S model) can identify service items for improvement but cannot determine which service items can actually improve customer satisfaction. Although the Kano model can find the service items to enhance customer satisfaction, it cannot know the actual feelings of the customer’s satisfaction. This study uses the concept of the service quality of P.Z.B., we integrate the I-S model and Kano model to identify the high importance and low satisfaction service items that can actually improve customer satisfaction. This can provide decision makers with a more precise quality improvement strategy. According to the results of factor analysis extracted five dimensions (Tangible, Empathy, Assurance, Responsiveness, Reliability) and 39 measure the key attributes of service quality, through the "IS model", "Kano model" and "integrate the I-S model and Kano model" to analyze and compare. Under the premise of not wasting resources and time, the new strategy can enhance service quality with limited human and material resources. We also prove a case study to verify our method. We expect this new model to give managers a more accurate and faster way to achieve the goal of enhancing customer satisfaction.