Application of Kano Two Dimensional Quality Model for The Service Quality of Retail Industry

• Main Authors: KUNG, SIH-YUN, 龔思芸
• Other Authors: YANG, CHANG-LIN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/c8jnk8

碩士 === 輔仁大學 === 統計資訊學系應用統計碩士在職專班 === 107 === Whether it is a retail business with physical or physical storefronts, it is necessary to provide customer-related customer service. In the future, service will be a differentiated element for each company to gain competitive advantage. This study collects and organizes the literature on the quality of service in the supermarket retail channel, and finds out the customers service quality requirements for the relevant channels. The Kano two-dimensional quality model is used to convert the demand items of the customer questionnaire into two-dimensional quality elements. It also analyzes the key quality factor items of supermarket retail service quality, and proposes improvement and action plans for key quality factor projects. The analysis of the survey results found that there were 11 elements of fascinating quality. For quality of service requirements, this study QFD technology to establish an effective quality improvement programs of action, entered into an improvement priorities.