品質機能展開能有效整合顧客需求與產品/服務設計,建立產品/服務的品質標準,致使研發時程縮短,同時輔助企業組織在資源有限情況下,排定執行方案優先順序,達成企業組織最大的效益。本研究以臺灣中部地區溫泉旅館業為例,探討消費者對於溫泉旅館的重要服務需求,結合品質機能展開模式的品質屋架構,將顧客關注的需求融入於服務的內部流程設計,找出真正重點管理之關鍵作業技術來回應值得優先因應之重要品質需求項目,以確保提供顧客所需的服務,並縮減顧客與服務提供者間的差距。研究發現溫泉旅館前五項重要服務品質技術為「員工教育訓練」、「顧客泡湯安全的維護」、「顧客關係管理」、「溫泉設施與景觀規劃」和「附加服務和設施」。溫泉旅館業者應依此優先順序執行策略改善服務品質,再次振興中部地區溫泉旅館的商業榮景。
Quality function deployment (QFD) has been effectively used as a tool for exploring customers' needs and deploying quality into the product design process, so that all aspects of an organization are fully customer driven. QFD not only accelerates research process, but also assists top management to prioritize strategies of service quality improvement and maximize organization benefits. Taking hot spring hotel as an example, we apply QFD to determine key elements of customer satisfaction, prioritize quality techniques, and discuss the strategies of service quality improvement to satisfy tourists' demands on hot-spring hotels in central Taiwan. In this research, we study the service quality of hot spring hotels; and the result shows certain gaps between expectative and actual services. After executing QFD model, we learned the top five quality scopes; they are staff education training, safety management, customer relationship management, facilities and landscape planning, and value-added service. Improving the five dimensions should enhance customer satisfaction efficiently and achieve a perspective future of hot spring hotels.