An Empirical Study of Using QFD method for Service Quality Solutions in Taiwan Free Trade Zone

• Main Authors: Chi, Chen-Ying, 紀宸穎
• Other Authors: Huang, Sheng-Teng
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/zp2nnb

碩士 === 國立臺灣海洋大學 === 運輸科學系 === 104 === The aim of this research is to enhance the customer service of Taiwan’s free trade zone (FTZ) and explore possible solutions to improve the overall level of customer service. The FTZ is considered as key facilitator for Taiwan’s economy growth and international competitiveness. However, the competition and aggressive FTZ policy from port cities such as Busan and Shanghai gives much pressure to Taiwan’s port. Moreover, many Taiwan’s firms move their manufacture bases to China and ASEAN countries. The quality of customer service plays the key roles to attract foreign investment and satisfy users in Taiwan’s FTZ. FTZ can provide shipping and logistics industry various value-added services. The primary mission for government and enterprise is to explore the solutions for quality service to attract more customers as well as obtain more business chances. This research applies multilayer QFD approach to evaluate customer service of FTZ in Taiwan. The application of QFD method is to convert customer requirements into technical requirements and to obtain the improve customer service solutions. The main criticism of traditional QFD is lack of budget assessment and over-emphasizes the requirement of customer side. Multilayer QFD framework could improve this shortcoming from service provider and customer to precisely calculate the important technical measures. The research results could provide the practitioners and policy makers of FTZ the directions of service performance improvement as well as customer solutions.