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研究生:葉明鴻
研究生(外文):Ming-Hung Yeh
論文名稱:以品質機能展開分析服務品質管理模式--以F電子股份有限公司為例
論文名稱(外文):Applying QFD (Quality Function Development)to Understand Customers' Satisfaction on Service - Using F Electronic Corporation as a Case Study
指導教授:裴文裴文引用關係
指導教授(外文):Wen Pei
學位類別:碩士
校院名稱:中華大學
系所名稱:經營管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:76
中文關鍵詞:服務品質顧客滿意度品質機能展開
外文關鍵詞:Service QualityCustomer SatisfactionQuality Function Development
相關次數:
  • 被引用被引用:2
  • 點閱點閱:209
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  • 收藏至我的研究室書目清單書目收藏:0
服務品質是顧客選擇使否繼續購買產品的主要因素之一,在電子產業中產品的品質好壞是顧客選擇的因素,但服務品質亦是需要電子產業重視的部份,提供更好的服務是面對競爭的當務之急。故本研究將運用品質機能展開來探討電子產業的服務品質改進方案的形成以個案F公司為例。
本研究將品質機能展開(Quality Function Deployment,QFD)的程序導入半導體設備行銷公司,F公司服務品質及顧客滿意度研究範例之延伸。本文中以F公司的實際案例對QFD整體架構,根據品質屋步驟中以預先探討顧客滿意度部分,提供了一些與傳統服務品質與顧客滿意度活動不同的部份,並對該公司之改進方案的形成提出建議。
本研究針對個案F公司之全球客戶進行研究,計有英、日、韓、德、義大利與中文等六種不同語系之受訪者59份問卷,在分析客戶對F公司各項服務滿意程度後,發現客戶對F公司的表現認同,但是在產品運送流程,維修技術產生較多不滿意,亦有客戶認為F公司在與客戶互動上應加強,在综合問卷結果並與F公司相關人員溝通探討,決定該公司QFD計畫之顧客需求及其應對之改進措施
Service quality is one of the reasons that whether a customer continually purchases products or not. The product’s quality is very importation element in electronic industry but service quality is also a important part that need to put emphasis. This research is using quality function deployment to probe how to improve case study company’s service quality.
This research applies Quality Function Deployment (QFD) into a semiconductor equipment marketing company which is F electronic corporation. It also extends the service quality and customer satisfaction. The study takes F Corporation as the case, and probe the customer satisfaction. The results can provide suggestions and how to improve F electronic corporation’s service quality.
These research interviewers include worldwide customers. The countries are England, Japan, Korean, Germany, Italy and Chinese, where we sent 59 questionnaires. From the analysis result we found F Corporation should improve the delivery, product installation time, the speed of solving problems, and reducing testing cost.
第一章 緒論
1.1 研究動機
1.2 研究目的
1.3 研究範圍與限制
1.4 名詞解釋
第二章 文獻探討
2.1 品質的概念與定義
2.2 服務品質的概念與定義
2.3 服務品質的衡量構面
2.4 品質機能展開
第三章 研究方法
3.1 研究設計
3.2 問卷分析
3.3 信度與效度
3.4 導入品質機能展開法
第四章 研究結果
4.1 問卷回收
4.2 實證分析
4.3 試以“ F ”股份有限公司導入品質機能展開
4.4 品質屋關係矩陣
第五章 結論與建議
5.1 研究結論
5.2 研究建議
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