| Summary: | 碩士 === 中華大學 === 工業管理學系 === 106 === According to the investigation of Taiwan Trend Research, the number funeral industry steadily grows at approximately 4% every year in recent 5 years. Currently, there are more than 4,000 practitioners and produce about 25 billion turnovers each year. Funeral industry is a special service industry, and it becomes much more socially acknowledged than ever as the technology and cultural greatly changed in Taiwan. Some of the practitioners have seek to promote themselves by adding entrepreneurship and branding to their businesses. Service quality starts to gain attention in this business, where a number of factors are particularly important, such as customized processes, fulltime standbys and localized culture. These factors are distinguished from other service industries, which play an important role to increase the customer return rate. This research employs the Kano 2-dimentional quality model to investigate key factors of service quality in the funeral industry. Such a model has been successful making contributions in a number of businesses. For example, car maintenance, chained restaurants and recreational farms. Our objective is to compare the differences of service quality based on consumers’ views. Sample subjects are randomly acquired, who are 30 or above years old. The results could provide reference for further research.
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