An Application of Kano Model on Service Quality of Take-Out Drink Shop in Tainan City

• Main Authors: Yi-Syuan Lin, 林怡萱
• Other Authors: Tong-Po Ho
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/fp7q27

碩士 === 嘉南藥理大學 === 休閒保健管理系 === 103 === According to the statistics data from Department of Statistics, Ministry of Economic Affairs, Taiwan’s market of soft drink is a yearly 40 billion NT dollars market. With such a huge demand, the research applies Kano two-dimensional quality model to classify the service quality index of take-out drink shop in Tainan area. The results can feedback to the operator of take-out drink shop to make the customers and operators win-win situation. The conceptual structure of questions was proposed according to the PZB service quality analysis models and Kano two-dimensional quality model. There are 17 questions in the questionnaire and 360 questionnaires are distributed. All of the questionnaires are successfully returned and the effective ones are 335 and the effective rate is 93%. The research results reveal that there are 3 attractive quality attributes. They are as below: (1) The music and decoration in take-out drink shop and it make customers feel comfortable. (2) The servant can meet the requirement of customers although they are busy. (3) The servant in take-out drink shop can help each other to apply better service for customers. There are 5 one-dimensional quality attributes. They are as below: (1) The environment of take-out drink shop is clean. (2) The take-out drink shop can apply perfect service. (3) The take-out drink shop can fulfill the customers’ requirement. (4) The take-out drink shop can make customers feel reassuring. (5) The servants’kind and good manners make customers feel trustworthy. ; The others are 9 indifferent quality attributes.