The Application of Kano Model and QFD on the Passenger Service Quality of M.V. Tai Hwa

• Main Authors: GAU,CHI-ANG, 高起昂
• Other Authors: LEE,JIE-MIN
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/63176153908501738557

碩士 === 國立高雄海洋科技大學 === 航運管理研究所 === 104 === 　　In recent years, travelers between Taiwan and Penghu has increased. M.V. Tai Hwa played an important role between Taiwan and Penghu because it was responsible for transport the daily use. M.V. Tai Hwa also has passenger transport service. However, the passengers of Tai Hwa are decreasing in recent years. Literatures showed that service quality has closely related with customers satisfaction and willingness. That is reason why this study focus on service quality of Tai Hwa. This study used the Important-Performance anlysis(IPA) to find the passenger’s thought about the service quality of Tai Hwa. Then, used the Kano model to confirm the attributes of the service quality. Finally, used the Quality Functional Deployment(QFD) to find the quality improvement priorities. 　　In IPA, we found that there are 12 items should keep maintain and improve, and the item named ‘the age and condition of Tai Hwa’ should be improved immediately. In Kano model, there are 9 items in ‘must-be quality element’, 7 items in ‘One-dimensional quality element’ and 4 items in ‘indifferent quality element’. Finally, we found that Tai Hwa should give priority to improving ‘accident rate’, ‘failure rate’ and ‘reliable schedule’ in QFD. As the result, M.V. Tai Hwa should focus on their ‘safety’ to improve their service quality of passenger transportation.