便利商店服務品質改善計劃

Quality Improvement Plan of Convenient Store

余彥傑

《管理資訊計算》 2卷1期 (2013/08) Pp. 245-251

https://doi.org/10.6285/MIC.2(1).18

摘要

過去研究極少數為實務與學術之結合，本研究以便利商店為研究主題，並且以學術發展出的Kano二維品質模式和重要－表現程度分析法作為調查工具，Kano二維品質模式為便利商店之品質屬性之確認，以驗證品質改善計劃執行之成效，以及利用重要－表現程度分析法所調查出來的結果作為品質改善計劃的基礎，最重要的是實際的品質改善計劃執行，最後再次進行Kano二維品質模式調查，經過本研究結果顯示，證明本研究所提出之學術與實務結合之方法確實使得便利商店品質提升。

關鍵字

Kano二維品質模式 ； 重要－表現程度分析法

並列摘要

There are a lot of quality related searches enforced in practice or academic. So vary methods developed to adopt for investigation and to dig out important facts. When IPA and Kano model are applied respectively in those researches, IPA is to formulate the improvement strategies of current products or services and Kano model is to determine the current quality attributes of products or services. Based on the improvement plan proposed from the prior investigation, the improvement activities are conducted, and then processes to the post investigation for determining the performance of improvement plan. Finally the work verifies quality of the hot spring firm from attractive quality attribute become one-dimensional quality attribute. To stand on observation of this study object, a new measure that the work created to grow quality for firm is success.

並列關鍵字

IPA ； Kano

參考文獻

Chapman, R. G.(1993).Brand Performance Comparatives.Journal of Products and Brand Management.2(1),42-50.

Choi, T.,Chu, R.K.S.(2000).Levels of Satisfaction among Asian and Western Travelers.The International Journal of Quality & Reliability Management.17(2),116-131.

CQM(1993).A Special Issues on Kano's Methods for Understanding Customer defined Quality.Center for Quality Management Journal.2,3-35.

Enright, M.J.,Newton, J.(2004).Tourism destination competitiveness: a quantitative approach.Tourism Management.25(6),777-788.

Herzberg, F.,Mausner, B.,Snyderman, B. B.(1959).The Motivation to Work.NY:Wiley.