To Consider the Customer Satisfaction by Applying Kano Model of Leasing Companies
碩士 === 中原大學 === 工業工程研究所 === 100 === In recent years, technology develops mass wastes resulting in natural environment.While producing a large amount of waste, over-production and over consumption destroyed the environment quikly. This study investigated the customer satisfaction of leasing business,...
| Main Authors: | , |
|---|---|
| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2013
|
| Online Access: | http://ndltd.ncl.edu.tw/handle/68604493983803453404 |
| Summary: | 碩士 === 中原大學 === 工業工程研究所 === 100 === In recent years, technology develops mass wastes resulting in natural environment.While producing a large amount of waste, over-production and over consumption destroyed the environment quikly. This study investigated the customer satisfaction of leasing business, the purpose is enhancing customer satisfaction and reducing customer dissatisfaction of services for the leasing companies. This study used SERVPERF model to design the questionnaire. The questionnaire contains IPA and Kano questionnaire quality of servicing. For a rental car and a photocopier distribute consumer groups experienced. The case analysis can be classified cars and all kinds of copier service quality attribution.This study also showed customer servicing. The results indicate the same and difference between cars and copier .The conclusion is that leasing industry may be applied by the research methods to explore more leasing companies and developing more consumer groups.
Keywords: product service system, Kano model, IPA analysis
|
|---|