Weighting Scale을 고려한 Service-QFD 에 관한 연구

• 영문명: The Study of Service-QFD by considering Weighting Scale
• 발행기관: 한국산업경영시스템학회
• 저자명: 변성규(Byeon Sung Kyu) 강창욱(Kang Chang Wook)
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2002년 추계국제학술대회, 469~474쪽, 전체 6쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2002.10.01

영문 초록

  In the era of customer satisfaction(CS), managers in the service industry have been using new strategies and a new reinforcement of service quality in order to increase their competitiveness. In this paper, the Service-QFD model is based on SERVQUAL and Quality Function Deployment models. The service quality in each stage of service delivery process is measured by SERVQUAL model and the relationship is represented by the QFD model. We propose the effective model that is consistent with preference of users considering of weighting scale, which seriously affects technical importance rating.

목차

Abstract
1. 서론
2. QFD와 SERVQUAL과의 결합
3. 모형 설계의 문제점
4. Weighting Scale의 분석
5. Weighting Scale을 고려한 우선순위결정
6. 결론
참고문헌