A study in Integrating Kano’s Model and Quality Function Deployment Method for Service Quality: A Case of Vehicle Safety Certification Center

• Main Authors: Chih-Sheng Wu, 吳志昇
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/12160840304806056366

碩士 === 雲林科技大學 === 全球運籌管理研究所碩士班 === 97 === ABSTRACT Since Vehicle Safety Certification Center has handled vehicle safety examination system, besides related work, it also handles vehicle safety research business and vehicle fault recall business. However, because the business is monopoly and there is no one can compete with VSCC, how to keep the excellent service quality and customer satisfaction are the problems that this study want to discuss about. This study is based on Zeithaml, Parasuraman & Malhotra’s SERVQUAL and Kano two-dimensional quality model to design questionnaire. When a total of questionnaire is returned, the study will use quality function deployment to calculate the entire service satisfaction percentage and the consideration of customers’ demanding ordering sequence. There is a defect of service quality in the study. There are 25 service items listed in the study. In addition to the “service people with tidy apparel and looks” and “service people with polite service and attitude”, the rest of the items do not meet the customer expedition standards. The aspects of Kano two-dimensional quality are formed and ordered in each of quality items which are adding satisfaction and eliminating satisfaction. The result can provide the entrepreneur according to first sorts takes the service quality improvement as reference. Finally, the research is focusing on the strategy of quality function deployment. And according to the result which can provide prior five suggestions, including “ set up operation standard ”and“fully authorizaiton”and“computerized administratnt task ”etc., it can be the reference for VSCC to improve the service strategy planning. The result of the study will provide practical operation units to manage service positions and their service quality as reference.