| Summary: | 碩士 === 國立臺灣科技大學 === 企業管理系 === 93 === The purpose of this paper is to apply Quality Function Deployment (QFD) Method, usually for the purpose of evaluation of service quality in manufacturing industry, to the department store in service quality and customer satisfaction. The methodology taken for this study includes both literature review and expert opinions to decide the questionnaire first, and then a survey was conducted to the general customers in order to truly understand the degree of emphasis and satisfaction of customers for the HsinYi New Life Square. Finally, the opinions poll become a good references for the management personnel of the department store to determine the demand for quality service in making a completer package for the quality service improvement in a order of priority.
The major summary and conclusions drawn from this study are the followings:
1. The most important factors to be concerned by customers with the priority rankings are store service men and women have quick response to the complains or inconveniences to be solved immediately, transactions are accurately account without any error, a good gesture impressed very much by the customers, a strong desire to help the customers, do exactly what the store has promised.
2. With the application of the “House of Quality”, three major categories are the top priorities should be taken care immediately, i.e., to enhance feel-the-same-way to treat their customers, to strengthen quality service in on-the-job training, to improve the service attitude and politeness among the service men and women. All in all, these service quality
Improvement will become the “core capability” for the department store in general.
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