應用失效模式與效應分析於電子化服務品質之建立－以3G行動通訊產業為例

Establishing E-Service Quality Model Based on FMEA: An Example of 3G Mobile-Communication Industry

林哲宏(Che-Hung Lin) ； 鍾國章(Guo-Chang Chung)

《運籌管理評論》 3卷1期 (2008/03) Pp. 47-57

https://doi.org/10.29836/LMR.200803.0005

摘要

本研究應用失效模式與效應分析(FMEA)，並以3G行動通訊業者管理人員進行深度訪談以了解整體產業的服務失誤部份，進而建構電子化服務品質的FMEA模式，並應用模糊理論針對所建構的FMEA模式中之失效因子作為改善的優先排序。研究結果顯示售後服務中的契約變更處裡不當及上網安全機制中行動銀行無法及時與顧客做連線造成顧客損失，是行動通訊業中重要的失誤項目，此重要項目可做為行動通訊業者改善的優先參考。

關鍵字

失效模式與效應分析 ； 電子化服務品質 ； 3G行動通訊產業

並列摘要

This paper applies failure mode and effect analysis (FMEA) to produce the service failure items of 3G mobile-communication industry and establish e-service quality FMEA model through in-depth interview with the personnel of firms. The FMEA model combines fuzzy theory to sort the priority of items needed to improve. The research results show that the most important failure items are misdealing when changing contract in after sale and mobile-bank can not communicate with customers in time in the internet security mechanism. These results can be employed as reference to improve for mobile-communication industry.

並列關鍵字

Failure mode and effect analysis ； E-service quality ； 3G mobile-communication industry

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