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頁籤選單縮合
題 名 | 運用Kano與Refined Kano模式探討企業導入QR Code對服務品質之影響=The Influences of Importing QR Code into an Enterprise for Investigating Service Quality with Kano and Refined Kano Model |
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作 者 | 黃勇富; 方柏人; | 書刊名 | 朝陽商管評論 |
卷 期 | 11:2 2012.12[民101.12] |
頁 次 | 頁23-42 |
分類號 | 496.7 |
關鍵詞 | 服務品質; Kano模式; Refined Kano模式; TOPSIS評估法; QR Code; Service quality; Kano's model; Refined Kano's model; TOPSIS; |
語 文 | 中文(Chinese) |
中文摘要 | 條碼科技的進步,使得一維條碼已逐漸轉為二維條碼,然隨著民眾對手機功能的需求已從語音傳遞進階到對行動上網的需求,且對於行動服務的需求也大幅提升,據此可瞭解這背後隱藏了相當龐大的商機與利益。經由實證結果發現,Kano及Refined Kano模式於QR Code品質要素之歸類上有顯著差異。另外,在顧客服務策略的擬定,經Kano模式歸類出十三項有關QR Code所提供之一維品質要素部份,並由Refined Kano模式將其以重要度高低作一劃分,以作為企業擬定QR Code服務策略時之參考依據。除此,TOPSIS評估法解決Kano模式改善指標不一致之情況,分析出前十名最需優先進行改善之品質要素,期能根據研究結果,讓導入QR Code之企業能在衡量投入改善資源之先後順序時,有參考之依據。 |
英文摘要 | The advance on barcode technology makes the popularity of 2-dimentional barcode. However, the demands of mobile phone for common people are not only voice transmission but also internet access. We can find the enormous opportunities and profits behind the dramatically increasing needs for mobile services. Through empirical results, the classification of QR Code quality factors has significant difference between Kano's Model and Refined Kano's Model. Besides, we can classify thirteen one-dimensional quality factors related to QR Code by Kano's Model in developing customer service strategy. And they can be ranked in order of importance by Refined Kano's Model. Enterprises can use this information to develop their QR Code service strategy. In addition, using TOPSIS can not only diminish the inconsistency in Kano's Model but also provide top ten quality factors that need to be improved first. According to the research findings, the reasonable investment decisions can be made more easily for enterprise, which has already induced the QR Code. |
本系統中英文摘要資訊取自各篇刊載內容。