品質管理績效對企業與顧客利益關係之研究

THE STUDY OF ENTERPRISE, CUSTOMER BENEFITS RELATED TO QUALITY MANAGEMENT PERFORMANCE

楊義芳(Yi-Fang Yang)

指導教授 ： 陳 家 祥

元智大學/管理學院/管理研究所/碩士(2003年)

摘要

中文摘要
全世界許多公司都在提升顧客滿意度而且是被重視的，許多公司利用滿意度指標來顯現產品和服務績效以及公司未來的前景。一些顧問公司也推廣了【顧客滿意度】策略到市場佔有率的策略上。這種策略性思考的轉變，在於，假設公司未來顧客滿意度非常的高，那將給企業帶來高度的【顧客忠誠度】，也因此給企業帶來更大的利益。
服務品質的二因子分析，是讓消費者評估服務品質，並且探討真相的方法。首先，品質屬性的構成是建立在各個主要服務市場中的一些服務表現，和消費者對品質改善的的期望。運用因子分析，讓消費者去評估服務要項的來源，和審視一些複雜的服務分類。接著運用【二因子品質模式】來做一些服務品質分析，利用這些結果去做下一次的觀察追蹤。而這些屬性的分類，是根據消費者的滿意或不滿意的結果，以及他們所具備的水準而訂定的，連帶著這些也將會影響到品質計劃和品質保証活動。
本研究是在定義【品質屬性】，以供【品質計劃】和【品質活動】的基本依據，來評估品質的價值。因此，利用了Kano’s 顧客滿意度模式，去了解顧客的需求狀態與不期望的需求狀態。同時亦是解決顧客在滿意度上所受到不同的衝擊，而帶來不同的分類，並且將它們如何的分類應用在產品發展和品質功能性的展開。

關鍵字

品質屬性 ； 魅力品質 ； 一元品質 ； 必須品質 ； 無差異品質 ； 反轉品質

並列摘要

ABSTRACT
Customer satisfaction is a growing concern to many leading companies throughout the world. More and more firms use satisfaction rating as an indicator of the performance of products and service and as an firms are now promoting strategies for customer satisfaction instead of some form of market share strategy. This shift in strategic thinking is based on the assumption that customer satisfaction is the best indicator for the company’s future as a high level of customer satisfaction leads to a high level of customer loyalty. Therefore, The enterprise will get the maximal benefits from customer.
A two-part investigation of service quality is made to explore perspectives by which consumers evaluate the quality of service. First, attributes constituting quality are determined for several representative mass-market service, and a survey is made of consumer expectations for quality improvement. Using factor analysis, consumer evaluation factors for service are derived and examined across service categories. Next. an investigation is made of the applicability of a two-way model of quality for the same service quality attributes. Using the results of a second survey, the attributes are categorized according to their level of fulfillment and the resultant consumer satisfaction or dissatisfaction. Implications for quality planning and assurance activities are also discussed.
Studies on the definition of quality attributes and it’s evaluation are valuable in providing conceptual guidelines for quality planning and assurance activities. The authors propose a methodology. based on Kano’s model of customer satisfaction, to explore customers’ stated needs and unstated desire and to resolve them into different categories which have different impact on customer satisfaction. It is shown this categorization can be used as a basis for product development, especially for quality function deployment.

並列關鍵字

Quality attribute ； Attractive Quality ； Must be Quality ； One-Dimensional Quality ； Reverse Quality ； No difference Quality

參考文獻

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