A Case Study on Using Kano Model to Explore the Services Quality - Case for A Chemical Company

• Main Authors: Ko, Chih Hsiang, 柯智翔
• Other Authors: Huang, Wan Tran
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/4a3jq9

碩士 === 亞洲大學 === 經營管理學系碩士在職專班 === 103 === A procedure is a case study for a chemical resin enterprise, the salesman in the company who is the very important role. The complete business process that we do, must be pay attention to each detail job. It is including from the inquiry, introduce the products, testing, quotation, delivery, service and other conditions, through the questionnaire survey of service elements classification, the salesman who is in the chemical resin enterprise must be understanding what the customer needs behalf of service elements content in the questionnaire. This study is using Kano model combine together with PZB service quality model for basic construction. According to Kano model for designing the questionnaire, which to investigate the central area in Taiwan of the chemical resin enterprise. With the elements of service quality classification, so that the case company can know and offer what kinds of the service to customers. Of course, in the many conditions of factors, this study is to understand the service as the chemical resin enterprise supply for the clients which to know the situation as the clients response. By the investigation of questionnaire, we can separate and classify classification the expect quality service elements as the clients need. Finally to have the conclusions and recommendations provide case company as a reference.