| Summary: | 碩士 === 國立臺灣科技大學 === 管理研究所 === 96 === Abstract
Different business has different characteristic among service quality, customer satisfaction, and customer loyalty. It is a critical factor that business success will increase service and customer loyalty. Business keeps improving the internal quality management system, in order to provide satisfied service to customers.
This study applies Kano’s model to classify the quality attributes as must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality. The research uses Matzler and Hinterhuber’s quality improvement index to calculate the extent of satisfaction and extent of dissatisfaction.
This research subjects forwarders. And the results of this study show that no items can be classified as attractive quality or indifferent quality. 7 items are classified as must-be quality and 11 items are classified as one-dimensional quality. The study find the base of customers demand is good service. So the enterprise should improve their management system and provide satisfied service to customers.
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