| Summary: | 碩士 === 玄奘大學 === 企業管理學系碩士在職專班 === 105 === Freight contract service industry increasingly changing business environment and competition, customer awareness of the rise and awakening, only to provide better and more perfect and more quality services, have the opportunity to be concerned about the customer, And in the highly competitive, powerful enemy of the situation survived. Therefore, how to really grasp the high efficiency of "service quality" to enhance the strategic content to strengthen the business of physical fitness, freight forwarding service providers is very important.
However, with the increasing progress of information technology, the popularity of mobile phone networks, to promote the rapid development of instant messaging software Line. Cargo contract service managers in order to fully understand the real needs of customers and expectations, and then reflected in the improvement of service quality, Can enhance the competitiveness of enterprises for freight forwarding services. Therefore, this paper proposes a new approach to the Kano model and IPA recognition of key quality attributes. First, we use the Kano model to classify the two-dimensional quality attributes of service quality attributes, And to calculate the degree of customer satisfaction when the quality of each service is sufficient to improve the degree of customer satisfaction and reduce the degree of customer dissatisfaction, to confirm the "efficiency of service quality improvement properties." Then, use IPA to confirm the "Priority to improve service quality attributes". And at the same time belong to the "Quality Improvement Service Quality Attributes" and "Prioritize Improvements to Service Quality Attributes" are the key service quality attributes.
This study is for the freight forwarding service industry to use the instant messaging software to build a Line-based user, research model to improve the quality of service and enhance the competitive advantage. And the general manager can refer to the application of the key attributes identified in this study to confirm the new approach to its service quality improvement operations.
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