本研究主要係由管理顧問業所提供的服務品質,來探討其顧客服務策略。本研究結合Kano模式與Refined Kano模式,透過問卷的發放來進行品質要素的歸類及彙整,再以重要度-滿意度模式(I-S Model)將品質要素劃分至不同的區域,以便進行服務策略的擬定。 經由實證結果發現,Kano及Refined Kano模式於顧問品質要素的歸類上皆具有顯著差異。另外,在顧客服務策略的擬定,經Kano模式歸類出有關顧問師所提供的設備、不同背景的諮詢顧問師及持續關心顧客的輔導實施狀況等3項魅力品質部分,再由Refined Kano模式劃分高低魅力品質作為策略參考。除此,落入有待改進區的6項品質要素,也同屬改善係數的前6項排名,期能根據研究結果,使管理顧問業者在衡量投入改善資源之先後順序時有所參考。
This research investigates the Customer Service Strategy of Management Consulting Industry by applying Kano’s Model and Refined Kano’s Model. This study applies Kano’s questionnaire to classify the quality attributes.The customer satisfaction of consultant service is investigated as well. The findings show that the service item can be classified to different categories by Kano’s Model and Refined Kano’s Model. In addition to sketch the customer service strategy, the Kano’s Model classified three quality attributes: the equipments provided by consultants, the consultant from different background, and continually concerned with customer satisfaction. High or low attractive quality attributes were made to strategy reference by Refined Kano’s Model. In addition, there are six quality attributes fall in the to be improved area, these also belong to the top six Improvement index, when Management Consultant to weight investment improvement resources order successively may depend on this basis.