| Summary: | 碩士 === 國立高雄第一科技大學 === 行銷與流通管理所 === 92 === The new service development (NSD) has become an important issue of how to take competitive advantage in many service industries. In this research, through the quality function deployment (QFD) process, tries to find the values the customers prefer to develop the new service. The study integrates the demand attributes of customer values, and with the critical incident technique (CIT), and designs new service items to present the customer values. In order to take the fuzziness of human decision-making into account, to form fuzzy QFD (FQFD) model, the study combines the concept of linguistic variables with the fuzzy AHP (FAHP) and try to use Monte Carlo (MC) simulation method to improve defuzzifier method of FAHP. This proposed FQFD further examine the importance of the attributes of the customer values, new service development contents, and management technologies of NSD to design new service activities.
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