Using Quality Function Deployment in The Study of Service Quality of Security Industry － A Case of the V Security Company

• Main Authors: Shang-lun Tsai, 蔡尚倫
• Other Authors: 陳月裡
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/99408639404758132081

碩士 === 正修科技大學 === 工業工程與管理研究所 === 99 === The security service firms have been developing in Taiwan for many years. Due to the change of social concepts and the heightened crime rate, the techniques and service of the security firms are increasingly challenged. On the other hand, understanding the needs of consumers is the most important thing. A case company, V-company is studied in this paper. By using questionnaire the data are collected. It examined whether the service quality gap existed by t-Test and further utilized Quality Function Deployment (QFD) and Analytic Hierarchy Process (AHP) to distinguish the important quality technologies of service of the V-company. The results show that the almost all the customers’ requirements are satisfied. And the most important service quality technologies of the V-company are "every customer-oriented, and create maximum customer satisfaction", "rigorous staff appointment policy", "good reputation and certification", "adequate security professional knowledge ", " customer complaints pipeline " and " professional security consultant ".