應用品質機能展開精進便利商店服務品質

• Main Authors: sin-he wang, 王莘賀
• Other Authors: Hung Tso Lin
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/15260366779718093502

碩士 === 國立勤益科技大學 === 流通管理系 === 104 === Service industry most toTaiwan's industries in recent years.The main reason are service industry compared to other industries. Service industry market entry barriers are low, and people place important on the convenience and service quality in technology developed of environment.Therefore, the service quality improvement of convenience store can help promote in customer retention. Quality function deployment is mainly to understand customer demand and quality preference, and can remove result bad factor in product design early stages. It's a forward quality, this study will use important performance analysis and quality function deployment to conduct research analysis. This study mainly applying five facets of PZB service quality analysis model in convenience store(CVS) A. The five facets were tangibles, reliability, care, reactivity and assurance respectively. By quality function deployment to conduct questionnaire survey for exploring the important service demand items. Then, quality function deployment approach is employed to rank the service demand items. The questionnaire survey target are CVS A customer. By using the questionnaire respondences from 162 customers and 10 experts. This study applying quality function deployment for exploring the important service demand items, and the company should be priority improve and important of service demand factor. Six important service demand items of CVS, including education and training of employee, interaction between customer and service worker, work experience of employee, customer feedback process, merchandising and staffing. Finally through the important performance analysisfor exploring the first quadrantare important and satisfaction of 14 items for keep up the good work, the second quadrant are important and dissatisfied of 7 itemsfor concentrate here, the third quadrant are unimportant and dissatisfied of 10 items for low priority, the fourth quadrant are unimportant and satisfied of 2 items for possible overkill. Finally, the conclusion divided question to worker shortage and company check. This study recommend CVS A can adjustment of staff salary welfare and company important check items in worker shortage, the study recommend customer unimportant items remove or score ratio lowered in company check.