| Summary: | 碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 99 === The population of elder citizens has seen an obvious increase over the years due to the gradual decrease of birth rate and death rate thanks to the advances of medical technologies; hence Taiwan has been faced with the problem of aging population that all developed countries over the globe have to face nowadays. As the aging trend spreads globally, some people begin to consider a pre-need contract and funeral ceremonies to ensure a well-planned future, while service industry has catered to the trend and actively promoted related package services for the aging population. However, as funeral directors have not done enough to take into account the quality of the ceremony as well as the sentiments of the deceased’s family, the current paper aims to explore ways to improve the service quality of funeral ceremonies today.
The study conducts an empirical research by adopting Quality Function Development (QFD) to make sure if the service quality of local funeral directors meets the needs of consumers; furthermore, the study uses analytic hierarchy process, Importance-Satisfaction Model and KANO Model in order to comprehend the classification of quality elements of funeral directors, to estimate weights of consumers’ needs with HOQ and consequently to explore the most obvious items that need to be improved upon displayed in a four-quadrant chart. Study results have shown that the top five quality elements are insight, service effectiveness, patience, service promptness and efficiency family response.
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