整合二維品質模式與品質機能展開應用於高等技職教育服務之實證研究

Integrating Two-Dimension Model into Quality Function Deployment-An Empirical Investigation on Vocational Education Services

張旭華(Hsu-Hwa Chang) ； 呂鑌洧(Pin-Wei Lu)

《品質學報》 14卷4期 (2007/12) Pp. 405-421

摘要

本研究以技職學校爲對象，探討學生對於高等技職院校之教育服務品質的看法與評價；有別於傳統衡量顧客服務品質之方法，我們利用整合Kano模式與品質機能展開(QFD)的方法探索教育服務品質。藉由包含33個題項的問卷調查，我們將技職教育服務依二維品質特性予以歸類以及計算學校所提供服務品質的滿意指標及不滿意指標，並將這些指標轉化爲QFD的權重計算因子以更清楚地瞭解顧客的聲音，藉以讓QFD工程師進一步找出關鍵品質技術。

關鍵字

Kano模式 ； 服務品質 ； 品質機能展開 ； 高等技職教育

並列摘要

In this study we investigate what students' quality perceived that receive from higher vocational schools. Unlike other traditional approaches of measuring product or service quality, we use the method that integrates the Kano model into the quality function deployment (QFD) to identify the critical quality elements. This study surveys students' perceived by using a questionnaire consists of 33 educational service quality factors. We classify the quality factors according to Kano categories and calculate the satisfaction increment index (SII) and dissatisfaction decrement index (DDI), and apply those indices to compute the weights of the QFD for a better understanding of the voice of the customer (VOC). To do so, QFD engineers can use the analytical results to build the house of quality (HOQ) and to further identify the critical quality techniques.

並列關鍵字

Kano model ； Service quality ； Quality function deployment ； Higher vocational educations

參考文獻

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