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題 名 | Service Quality Management by Expanded Traditional Importance–Performance Analysis=重要度-績效擴展分析模式(Expanded-IPA)運用於服務業品質管理 |
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作 者 | 游崑慈; 沈群英; | 書刊名 | 工業工程學刊 |
卷 期 | 28:2 2011.03[民100.03] |
頁 次 | 頁146-154 |
專 輯 | Service science-the trend and the future core |
分類號 | 496.7 |
關鍵詞 | 重要度績效分析; 擴充的重要度績效分析; 服務品質; IPA; EIPA; Service quality; |
語 文 | 英文(English) |
英文摘要 | Traditionally, importance–performance analysis (IPA) is a simple and effective technique that can assist practitioners in identifying improvement priorities for service attributes. However, many issues still exist and are worthy of discussion. First, traditional IPA emphasizes the external customers’ satisfaction, but ignores internal customers’ (employees) achievement. Second, traditional IPA does not provide any information on comparisons with competitors’ performance. Third, practitioners of traditional IPA usually use the sample mean to rate the importance and performance, leading to a great degree of uncertainty due to sampling errors. Based on these considerations, this study attempts to expand the functions of traditional IPA and proposes an expanded importance–performance analysis (EIPA), which not only involves both the perspectives of internal and external customers in evaluating the importance, but also defines two standardized indictors to measure the internal and external service performance. Moreover, an EIPA matrix is constructed which provides managers with an integrated graphical representation based on symbols and locations of indicators. |
本系統中英文摘要資訊取自各篇刊載內容。