顧客是企業利潤的來源,能夠掌握到顧客需求,提供符合顧客期望的產品或服務是企業成長與維持競爭優勢的關鍵因素。許多企業因無法有效控制產品或服務的品質,產生瑕疵品與服務失誤,進而影響到顧客滿意度。所以企業必須有效控制產品或服務設計階段中的問題,提出解決方法以改善產品或服務來滿足顧客的需求,才能有效提升顧客滿意度。 本研究以網路銀行之服務品質創新改善為主題,建立創新服務問題改善流程主要應用品質機能展開(Quality Function Deployment; QFD),使顧客的聲音(Voice of the Customer; VOC)能夠有效融入服務設計中,進而找出關鍵之技術品質要素。並且應用創新發明問題解決理論(TRIZ),對於關鍵技術品質要素的矛盾現象提出解決方案,以此模式作為未來銀行業服務設計與服務品質提升與改善之參考。同時,亦驗證應用TRIZ在特定產業服務品質創新上的實用價值。
Understanding customers’ needs and offering the products or services that meet customers’ expectations can make firms grow up and maintain competitive advantage. Many firms cannot control the quality of the products or services, which make the products and services in failure and reduce customer satisfaction. So, firms must control the failure in the products or services design phase and find the solution and meet customers’ needs to improve the products or the service. From the above opinions, we investigate quality service of customers’ perception of internet banking in Taiwan. In this study, we use the method that integrates Quality Function Deployment (QFD) to identify the critical quality elements and to understand of the voice of the customer (VOC), and the Theory of Inventive Problem Solving (TRIZ) methodology. Through Contradiction Matrix, we explored the contradiction phenomena of service attributes in internet banking field of bank industry, and provide some suggestions and solutions for company to exert their creativity to resolve problems.