Apply Kano Model, Quality Function Deployment and Total Quality Management to Explore Online to Offline Mode - in Macy’s Case

• Main Authors: Jian-Shiun Peng, 彭建勳
• Other Authors: Hsi-Peng Lu
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/2w8q8h

碩士 === 國立臺灣科技大學 === 資訊管理系 === 103 === Traditional retail has reached a bottleneck in the traditional business development, additional development opportunities appear online to offline (Online to Offline), and on behalf of O2O essentially social, localization, mobile, through Macy development O2O Case were analyzed and summarized various angles to discuss the quality of service in the development process of how to bring more value, this study Kano model Kano Model, Quality Function Deployment (QFD), Total Quality Management (TQM) Discussion on the line to the next line possible quality of service consumers, factor correlations to identify the quality factors related to the quality of the reference service innovation through the retail industry when the flow of Time, to help resolve the difficulties in the process of enterprise development of innovative services faced. We found that service quality will directly affect the perceived value, resulting in the perception of service quality is good enough to sacrifice when prices are high, service quality and perceived value will directly affect the satisfaction, on the development of Online to Offline in action when said device is another service opportunity to serve as the contact point for the next action means changing their service quality factor of availability (Availability), efficacy (Performance), reliability (Reliability), security (Security).