應用Kano二維品質模式探討租賃企業的顧客滿意程度

To Consider the Customer Satisfaction by Applying Kano Model of Leasing Companies

朱俊羽(Jun-Yu Zhu)

指導教授 ： 郭財吉

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2012年)

https://doi.org/10.6840/cycu201300947

摘要

近年來科技的快速開發及人為的大量生產，造成大自然環境過度消耗，同時產生了大量廢棄物，過度生產和過度消費的開發，對人類的環境蒙上陰影。本研究探討租賃企業的顧客滿意程度，目的是提升顧客滿意的服務，以及減少顧客不滿意的服務，期望能為租賃企業擬定未來的經營方向。本研究使用SERVPERF模式來設計問卷，問卷內容包含IPA問卷以及Kano服務品質問卷，並針對有租賃汽車以及影印機經驗的消費族群進行發放。個案分析的結果可以歸類汽車以及影印機的各類服務品質屬性，也呈現顧客重視的服務。研究結果表示汽車以及影印機同為租賃產品，顧客重視的服務卻不盡相同。結論是逐漸普遍的租賃業，可以藉由本研究的方法來探討更多的租賃企業，進而發展更多的消費族群。

關鍵字

產品服務化 ； 重要度績效指標 ； Kano二維品質

並列摘要

In recent years, technology develops mass wastes resulting in natural environment.While producing a large amount of waste, over-production and over consumption destroyed the environment quikly. This study investigated the customer satisfaction of leasing business, the purpose is enhancing customer satisfaction and reducing customer dissatisfaction of services for the leasing companies. This study used SERVPERF model to design the questionnaire. The questionnaire contains IPA and Kano questionnaire quality of servicing. For a rental car and a photocopier distribute consumer groups experienced. The case analysis can be classified cars and all kinds of copier service quality attribution.This study also showed customer servicing. The results indicate the same and difference between cars and copier .The conclusion is that leasing industry may be applied by the research methods to explore more leasing companies and developing more consumer groups.
Keywords: product service system, Kano model, IPA analysis

並列關鍵字

IPA analysis ； product service system ； Kano model

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