碩士 / 國立澎湖科技大學 / 服務業經營管理研究所碩士在職專班 / 99 / The research is base on the top two retailers in Penghu and the methodology is sampling survey 400 questionnaires (i.e. 200 per store) started from Oct 20,2010 to Dec 2, 2010 By using stochastic tool to analyze the Factor, Reliability & Validity, t test as well as Descriptive Statistics to figure out the difference of these two dealers in the area of customer’s importance-performance and perception-expectation.The result induced the top priority of improvements of farmer market: parking space, location and the clear indication of label.Regarding to Pxmart, the manner of service, proper purchasing issue solving as well as the waiting time control for pay bill are the priority.
At the end, by introducing the open type questionnaire from expertise, it transferred the quality of service from customer requirement to function improvement. We also collected 26 questionnaires from practice experienced dealers to figure out the top 5 improvement items of service quality via QFD according to HOQ matrix.They are corporate image establishment, employee training, service attitude enhancement advertising propagation enhancement and facilities layout improvement. As regarding to Pxmart, employee training, corporate image establishment, service attitude enhancement, emergency reaction training and advertising propagation enhancement are in the list. The research result will share to dealers of offshore island as a reference of best practice. The goal is to achieve the better quality of service.
| Identifer | oai:union.ndltd.org:TW/099NPHT1823005 |
| Date | January 2011 |
| Creators | Wen-Zhi Lee, 李文智 |
| Contributors | Tzeu-Chen Han, 韓子健 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 108 |
Page generated in 0.0011 seconds