Service Quality Assessment of Home-Delivery Provider Using Kano and IPA Model - A Case Study of President Transnet Corporation

• Main Authors: Chen, Yi Hsin, 陳懿信
• Other Authors: 李易諭
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/b5wtcz

碩士 === 國立政治大學 === 企業管理研究所(MBA學位學程) === 104 === The advancement of Internet technology has resulted in the raise of virtual channel industry, and ultimately prompted the growth of the home-delivery industry. With the continuing growth of its market size, home-delivery providers are facing fierce competition more than before. Moreover, with the improvement of Taiwanese people's quality of living, consumers are less likely to be price-oriented in their product/service selection. Thus, service providers believe that they need to enhance their quality of service to win over customers' trust. However, whether those efforts serve their purpose still awaits further verification. Therefore, the present study chose President Transnet Corporation, Taiwan’s leading home-delivery provider as the case for assessing service quality of home-delivery providers. The study first uses Kano model to classify the service quality elements. The result shows that “Indifferent Quality Element” is the main factor and that most of the elements the research proposed have no other special meaning to the consumers. Then, the calculating outcome of customer satisfaction index based on Kano categorized result proves that the service quality elements' effect on dissatisfaction (-0.693) is higher than that on satisfaction (0.570). The IPA model analysis shows that most customers feel that the service quality elements are important (0.4238) and they are satisfied (0.3880). The elements scattered on the IPA model are congruent with the result of the Kano analysis. Finally, this research uses composite analysis to present 7 critical service quality elements and the suggested sorting list of service quality enhancement. Since the suggested list is consistent with foregoing analysis results the target company can adopt it for future improvement.