Using IPA analyze to the Key Elements of Service Quality in Convenience Stores

• Main Authors: RUAN,SHI-XIANG, 阮氏香
• Other Authors: LIN,YOUN-JAN
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/96217590880668252677

碩士 === 明新科技大學 === 管理研究所碩士在職專班 === 104 === The purpose of this study is to examine the key factors of service quality for convenience stores in Taiwan. The study follows the model of the conceptual framework of PZB service quality gap model. The questionnaires is design based on the RSQS(Retail Service Quality Scale). According to results through IPA (Importance-Performance Analysis), the improvement items of 7-ELEVEn is “This store is selling products that customers do not feel relieve to buy”, “There is no comfortable place for dinning and taking a rest”, for the items above can be the concrete advice that prove the quality of service. We also use a TRIZ Approach for Business & Management to explore 14 improvement alternatives. 6 alternatives of them are lower cost and ease to implement. Keywords:Service Quality，RSQS，IPA，convenience Stores, TRIZ Approach for Business & Management