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研究生:陳義文
研究生(外文):I-Wen Chen
論文名稱:建構百貨業創新服務品質模式
論文名稱(外文):Establishing the Innovative Service Quality Model for Department Stores
指導教授:陳銘崑陳銘崑引用關係
口試委員:張朝清吳忠敏
口試日期:2012-06-19
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:服務與科技管理研究所
學門:商業及管理學門
學類:財務金融學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:163
中文關鍵詞:百貨業服務品質Kano模式Refind Kano模式I-S模式服務創新TRIZ品質機能展開
外文關鍵詞:Department StoresService QualityKano ModelRefined Kano ModelI-S ModelService InnovationTRIZQFD
相關次數:
  • 被引用被引用:11
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  • 收藏至我的研究室書目清單書目收藏:1
近年來各國服務業呈現高比例成長,無論在生產毛額或是就業人口都佔有極重要的份量。根據我國行政院主計處調查顯示,國內服務業每年均有成長,2011年國內生產毛額(GDP)達13.7兆,服務業就貢獻68.69%,由此可知服務業是我國經濟的主幹。然而,隨著人民生活水準的提高,對於無形的服務品質也愈來愈重視。百貨業為整個商業活動中最接近消費者的一端,為了吸引及留住顧客,應加強本身的服務品質。雖然百貨業為綜合商品零售業之首,但隨著便利商店、量販店的蠶食及大型購物中心的崛起,使得其營運成長更顯趨緩,百貨業更應重視關鍵服務品質的萃取及創新,以提升百貨業的競爭力。

有鑑於此,本研究採用適用於零售業RSQS(Retail Service Quality Scale)量表作為問卷設計的依據,並運用Kano模式及Refined Kano模式萃取出關鍵服務品質要素,接著透過I-S模式釐清首要改善的服務品質要素有哪些,再以本研究所建置的「TRIZ服務品質矛盾參數」、「TRIZ服務品質矛盾矩陣表」及「TRIZ服務創新原則」來進行創新。最後將創新後的品質要素及落在I-S優越區域的品質要素,以顧客聲音(Voice of Customer)方式導入品質機能展開之中,進而建立百貨業「創新服務品質屋」。藉由上述實證結果,本研究提出百貨業「創新服務品質模式」之整體架構,以作為業者制定服務創新策略之參考依據,此將有助於百貨業者經營績效之提升,也能使消費者享有更優質的服務品質。

In recent years, each country''s service industry has shown a high proportion of growth. According to the report of Directorate General of Budget Accounting and Statistic Executive Yuan, R.O.C (DGBAS), the 2011 Gross Domestic Product (GDP) up to 13.7 trillion, of which 68.69% of the service industry contributed. From this to understand that service industry was the backbone of our economy. However, owing to the increase in standards of living, customers valued not only product quality but also service quality. The department store for the entire business activities was closest to the consumer; should strengthen their service quality to attract and retain customers. Although the department store was the first place of the General Merchandise Retail, the encroachment of convenience stores, hypermarkets as well as the rise of shopping malls, making department store’s business growth appear to slow down. Therefore, the department stores should pay attention to the extraction and innovation of service quality to enhance their competitiveness.

For this reason, this study adopted RSQS (Retail Service Quality Scale) Scale to measure the dimensions of service quality, and used of Kano Model and Refined Kano Model to extract the key service quality attributes; then, applied I-S Model (Importance-Satisfaction model) to identify which quality attributes that needed to be improved. After found out the most in need of improvement attributes, this study used the established department store’s TRIZ service quality contradiction parameters, TRIZ service quality contradiction matrix and TRIZ service inventive principles of this paper to innovate which should be improved. Finally, put innovative quality attributes and I-S excellent area’s quality attributes into QFD (Quality Function Deployment), thereby establishing the department store’s Innovative Service Quality House. Through the results of the study, this study proposed the Innovative Service Quality Model as a reference to administrators of department stores to develop their service strategy; furthermore, this model not only helped to enhance business performance of department stores, but also enabled consumers to enjoy much better service quality.

摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 viii
圖目錄 x
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍與限制 4
1.4 研究流程 4
第二章 文獻探討 7
2.1 服務品質 7
2.1.1 服務的定義與特性 7
2.1.2 品質的定義 9
2.1.3 服務品質的定義與衡量 10
2.1.4 百貨業服務品質之相關研究 20
2.2 二維品質模式 22
2.2.1 激勵-保健理論 23
2.2.2 Kano模式 23
2.2.3 Kano模式歸類方式 25
2.2.4 Kano模式之相關研究 27
2.3 Refined Kano模式 29
2.3.1 Refined Kano模式定義與分類 29
2.3.2 重要度-滿意度(I-S)模式 32
2.3.3 Refined Kano模式、I-S模式之相關研究 34
2.4 服務創新 35
2.5 TRIZ理論 42
2.5.1 TRIZ之介紹與發展過程 42
2.5.2 矛盾矩陣 43
2.5.3 TRIZ在非技術領域之相關研究 47
2.6 品質機能展開 52
2.6.1 品質機能展開之起源與發展 52
2.6.2 品質機能展開之定義 53
2.6.3 品質機能展開之功能與效益 56
2.6.4 品質機能展開之架構 58
2.6.5 品質機能展開之相關研究 66
第三章 建構創新服務品質模式 68
3.1 創新服務品質模式之建立 68
3.1.1 設計階段 68
3.1.2 萃取階段 69
3.1.3 創新階段 69
3.2 服務品質之操作性定義 71
第四章 設計階段之實證 72
4.1 建立百貨業服務品質量表 72
4.1.1 問項設計 72
4.1.2 問卷設計 75
4.1.3 抽樣設計 76
4.2 建立百貨業之TRIZ 78
4.2.1 建立TRIZ服務品質矛盾參數 78
4.2.2 建立TRIZ服務品質矛盾矩陣表 82
4.2.3 建立TRIZ服務創新原則 84
第五章 萃取階段之實證 88
5.1 百貨業關鍵服務品質萃取 88
5.1.1 問卷敘述性統計 88
5.1.2 信效度分析 89
5.1.3 Kano模式之歸類 90
5.1.4 Refined Kano模式之歸類 93
5.2 I-S模式區隔品質要素 96
第六章 創新階段之實證 99
6.1 TRIZ原則於百貨服務品質之創新 99
6.2 百貨創新服務品質屋之建立 105
6.2.1 導入服務品質要素 105
6.2.2 服務品質要素權重計算 106
6.2.3 徵詢服務品質技術 111
6.2.4 建立百貨業創新服務品質屋 112
第七章 結論與建議 114
7.1 研究結論與創新策略 114
7.1.1 研究結論 114
7.1.2 創新策略 117
7.2 後續研究建議 120
參考文獻 122
附錄A TRIZ 39項工程參數 134
附錄B TRIZ 40項創新發明原則 135
附錄C TRIZ 39×39廣義矛盾矩陣表 138
附錄D 服務品質研究問卷 146
附錄E TRIZ參數配適專家問卷 150
附錄F 服務品質要素AHP專家問卷 152
附錄G QFD關係矩陣專家問卷 159
附錄H 專家群名單 163

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學位論文
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其他
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[164] OECD, OECD.Stat Extracts, visited 2012/1/20.

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