曝露新服務設計使用一套服務屬性及品質功能部署架構-以一個國際性班機為例

Exploring New Design of Air Cargo Service Using an Integrated Framework with Service Attributes and Quality Function Deployment--A Case of an International Airline

聖巴馬(Malick Samba)

指導教授 ： 任恆毅

元智大學/工程學院/工業工程與管理學系/碩士(2013年)

https://doi.org/10.6838/YZU.2013.00124

摘要

在一個高度競爭的環境的航空業，公司需要不同服務藉由採用適當的策略來提升顧客滿意度。航空業服務的提供必須以改善服務品質來達到顧客期望以及強化市場佔有率。藉由顧客需求的資訊來達成較佳的服務品質。
透過品質穫得競爭力在航空業，本研究試圖建構一個整合Kano模式與品質機能展開的服務架構流程，Kano模式是找尋最佳品質管理方法。本研究也涵蓋整合模式的應用，為了重要性.適用性在標準做業流程。

關鍵字

服務品質 ； 機上服務 ； Kano模式 ； 品質機能展開

並列摘要

In a highly competitive air cargo industry, companies need to differentiate their services by adopting strategies that aim at satisfying the customers. Air cargo service providers must focus on improving their service quality to meet the expectations of customers and enhance market share. Good service quality can be achieved by deeper knowledge on customer’s needs and how they can be satisfied by the service provider.
To foster the competitiveness through quality in the air cargo industry, in this study, a framework for designing and developing innovative services was proposed by reconciling Kano’s model with the quality function deployment (QFD) technique. The Kano model helps managers differentiate among various types of customer requirements so as to obtain an understanding of their underlying needs. These deeply analyzed customer needs are then conveyed into the QFD process which guides service design managers through the creation process of a new service.
This study also includes an application of this proposed integrative framework in an airline’s cargo sector. The results show that, in order of importance, capability to handle special cargo, standard operating procedures, website with enquiry methods and warehousing are in greatest need of improvement. In terms of design requirements, the four most important items focus on redeveloping and improving IT infrastructure, cargo loading and offloading management, container and pallet packing data and professional ability and skills.

並列關鍵字

Service quality ； air cargo service ； Kano’s model ； quality function deployment

參考文獻

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