| Summary: | 碩士 === 朝陽科技大學 === 企業管理系碩士班 === 97 === In Taiwan, the building materials wholesale industry is the traditional industry.It is also in the pure business transaction relations between the entrepreneur and the customer mostly, now the concept of the customer guides to emerge, the building materials wholesale industry also gradually faces this direction to develop, understood that the customer service demand and satisfaction turn the matter which this industrial reforming first needs to do, understood that the customer regarding the entrepreneur view, strengthens the service or the improvement, increases the variation between with same business''s, to enhances the service efficiency with to increase the competitive power.
The research uses Kano and Refined Kano Model, I-S Model and Improvement index to obtained the following conclusion by the way of questionnaire survey : After using Kano and Refined Kano Model classification, the entrepreneur may concentrate on “to operate in coordination of the product to maintain”, “the emergency order with to deliver goods the degree of coordinate” and “coordinates you to assign the place”, three high attractive quality factor, draws up the customer service strategy to produce the variation attraction customer, in the I-S Model, to classified in the improving area is “to produce goods delay processing”, “to process the speed which the customer complained” and “to operate in coordination of the product to maintain” it is meaning the customer regarding these three factors service is unsatisfied, but in Improvement Index these three factors place''s in first to tenth, which the entrepreneur needs to improve.
Using Kano, Refined Kano Model, I-S Model, Improvement Index, let the entrepreneur understand that the customer regarding the view of the service providing, carries on the maintenance or the improvement, and draws up customer''s service strategy, maintains the competitive power in this industry, is not eliminated.
Keywords: Building Material Wholesale Industry、Kano Model、Refined Kano Model、Importance-Satisfaction Model、Improvement index
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