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研究生:張卉姍
研究生(外文):Hui-Shan Chang
論文名稱:結合QFD、Kano模式與IPA探討服務品質
論文名稱(外文):Combining with QFD, Kano Model and IPA in Service Quality Evaluation
指導教授:吳信宏吳信宏引用關係
指導教授(外文):Hsin-Hung Wu
學位類別:碩士
校院名稱:國立彰化師範大學
系所名稱:企業管理學系
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:2009
畢業學年度:97
語文別:中文
論文頁數:62
中文關鍵詞:品質機能展開Kano模式重要度-績效分析標竿概念服務品質
外文關鍵詞:quality function deploymentKano modelimportance-performance analysisbenchmarkingservice quality
相關次數:
  • 被引用被引用:48
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  • 收藏至我的研究室書目清單書目收藏:6
本研究結合品質機能展開、Kano模式與重要度-績效分析,將焦點放在IPA圖中的主要優劣勢部份,並且以滿意度權重乘上Kano屬性權重分數的方式決定顧客需求權重,不但能兼顧顧客對產品或服務項目所認知之滿意度與重要度,也能夠依據企業所選擇之競爭策略訂定出合適的技術需求發展順序,因此提出維持優勢與持續改善劣勢之QFD模式;另外也透過標竿概念分析出個案公司優於或劣於競爭者公司之產品或服務項目,並且著重在修正IPA圖中的主要優劣勢部份,同樣也以滿意度權重乘上Kano屬性權重分數之方式決定顧客需求權重,而分別建立維持競爭優勢與改善競爭劣勢之QFD模式,讓企業能夠兼顧競爭策略與產品發展程序。
並且利用乘客對國光客運服務項目認知之問卷資料進行維持優勢、持續改善、維持競爭優勢與改善競爭劣勢之QFD模式範例說明。
This study combines quality function deployment (QFD), Kano model and importance-performance analysis (IPA) to build up the maintaining advantage QFD model and continuous improvement QFD model by not only focusing on primary advantages and disadvantages identified by importance-performance grid but also using customer requirement weights determined by performance weights multiplying Kano weight scores. This method not only considers both satisfaction and importance of a service or product but also identifies suitable technical measures that meet competitive strategies. In addition, in order to take into consideration the competitive strategies and service development stage, this study proposes the maintaining competitive advantage QFD model and improving competitive disadvantage QFD model by benchmarking. The customer requirement weight can be computed similarly to the maintaining advantage QFD model and continuous improvement QFD model.
An example of using Kuo-Kuang Motor Transport Company is illustrated by the above four proposed models.
圖目錄 IV
表目錄 V

第一章 緒論 1
 第一節 研究動機 1
 第二節 研究目的 2
 第三節 研究流程 3
第二章 文獻探討 4
 第一節 品質機能展開 4
 第二節 二維品質模式 7
 第三節 重要度-績效分析法 12
第三章 研究方法 18
 第一節 維持優勢QFD模式 18
 第二節 持續改善QFD模式 20
 第三節 維持競爭優勢QFD模式 22
 第四節 改善競爭劣勢QFD模式 23
第四章 範例說明 26
 第一節 維持優勢QFD模式 26
 第二節 持續改善QFD模式 35
 第三節 維持競爭優勢QFD模式 39
 第四節 改善競爭劣勢QFD模式 47
第五章 結論 53
 第一節 研究結論 53
 第二節 研究限制 55
 第三節 未來研究建議 56
參考文獻 57

圖目錄
圖1.1 本研究流程圖3
圖2.1 QFD 架構圖5
圖2.2 品質屋5
圖2.3 Kano 二維品質模式圖8
圖2.4 重要度-績效分析圖12
圖2.5 修正IPA 圖 14
圖4.1 國光客運IPA 圖28
圖4.2 國光客運優勢服務項目品質機能展開表34
圖4.3 國光客運劣勢服務項目品質機能展開表38
圖4.4 統聯國光修正IPA 圖41
圖4.5 國光客運競爭優勢服務項目品質機能展開表46
圖4.6 國光客運競爭劣勢服務項目品質機能展開表50

表目錄
表2.1 Kano 二維品質要素歸類表9
表2.2 Gitlow 二維品質要素歸類表 10
表2.3 Matzler 與Hinterhuber 二維品質要素歸類表10
表2.4 策略應用分析 16
表2.4 策略應用分析(續) 17
表3.1 Kano 模式正反面問項18
表3.2 滿意度問卷 18
表4.1 重視度問卷 26
表4.2 滿意度問卷 26
表4.3 乘客服務重視與實際感受滿意度分析表27
表4.4 Kano 二維品質要素歸納表29
表4.5 國光客運優勢服務項目之權重排序30
表4.6 國光客運優勢服務項目之顧客需求權重計算31
表4.7 以增加滿意指標求得之國光客運優勢服務項目權重排序32
表4.8 國光客運劣勢服務項目之權重排序36
表4.9 國光客運劣勢服務項目之顧客需求權重計算37
表4.10 以消除不滿意指標求得之國光客運劣勢服務項目權重排序37
表4.11 統聯客運滿意度問卷39
表4.12 國光客運與統聯客運之相對顧客滿意比率40
表4.13 國光客運競爭優勢服務項目之權重排序42
表4.14 國光客運競爭優勢服務項目之顧客需求權重計算43
表4.15 以增加滿意指標求得之國光客運競爭優勢服務項目權重排序44
表4.16 國光客運競爭劣勢服務項目之權重排序48
表4.17 國光客運競爭劣勢服務項目之顧客需求權重計算 49
表4.18 以消除不滿意指標求得之國光客運競爭劣勢服務項目權重排序49
一、 中文文獻
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2. 吳有典 (2003),「整合Kano模式與品質機能展開法運用於數位相機產品設計之研究」,國立台灣科技大學工業管理系碩士論文。

3. 吳泓怡、程貳隆、王銘宗、陳啓明(2008),「應用SERVQUAL與品質機能展開於文教產業服務品質之提昇」,顧客滿意學刊,第四卷第一期,163-202頁。

4. 林舜涓、蔡佳燕、高子傑 (2006),「應用Importance-Performance Model檢視台南市某商務旅館住客之品質需求」,第五屆兩岸產業發展與經營管理研討會,107。

5. 李旭華 (2003),「品質管理」,滄海書局,台中市。

6. 徐明豊 (2004),「大師我見-世界級品質大師:狩野紀昭博士」,品質月刊,第四十卷第十一期,42-47頁。

7. 徐智韋 (2008),「結合Kano模式與IPA分析探討3C家電連鎖產業之關鍵品質屬性-以全國電子為例」,國立彰化師範大學行銷與流通管理所碩士論文。

8. 黃士滔、陳珮環、陳志誠、林雅琴、李盈輪、何鴻毅 (2005),「運用SERVQUAL與GRA於品質機能展開(QFD)探討廠商服務品質之應用研究-以某個案公司為例」,品質月刊,第四十一卷第五期,33-40頁。

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10. 潘婉茹(2008),「結合Kano模式與IPA檢視國道客運之服務品質屬性-以國光客運為例」,國立彰化師範大學行銷與流通管理所碩士論文。

11. 蘇朝墩 (2003),「專訪QFD發明人-品質大師赤尾洋二博士」,品質月刊,第三十九卷第十一期,17-19頁。


二、 英文文獻
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