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從二維品質模式的觀點探討多功能事務機租賃產業之創新服務 = A Stud...

國立高雄大學亞太工商管理學系碩士班

從二維品質模式的觀點探討多功能事務機租賃產業之創新服務 = A Study of Innovative Service for Multifunction Printer Lease Industry from the Perspective of Two-Dimensional Quality Model

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study of Innovative Service for Multifunction Printer Lease Industry from the Perspective of Two-Dimensional Quality Model
作者:	張家榛,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	80面圖，表 : 30公分;
標題:	Kano二維品質
標題:	Kano Two-Dimensional Quality Model
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/52847808531795315642
附註:	參考書目：面59-68
附註:	103年12月16日公開
摘要註:	隨著資訊科技的發展，企業辦公環境也趨向資訊化，因此企業需要更快速、更有效率的多功能事務機租賃服務的提供。本研究擬以Kano二維品質模式的觀點探討多功能事務機租賃產業之創新服務，並以台灣前三百大企業在南部之母公司或分公司、子公司為問卷調查對象，回收有效樣本共223份，並使用SPSS統計軟體進行各項統計分析。研究結果首先，經由因素分析萃取出多功能事務機租賃服務的顧客需求包括積極服務、即時服務和專業服務等三個構面；其中，「積極服務」對於顧客是否滿意的解釋能力和特徵值都是最高的，顯示廠商若能提供積極服務對於客戶的租賃決策將具有關鍵性的影響；而「即時服務」和「專業服務」的提供，有助於讓顧客所購置或租賃的多功能事務機能夠順暢的運作，藉由強化「即時服務」對於提高客戶滿意度指標有正向的助益。其次，透過Kano二維品質屬性項目的分析結果發現，顧客服務需求可歸類出當然品質、一元性品質和無差異品質，並沒有魅力品質和反轉品質；進一步計算增加滿意與消除不滿意的指標發現，在增加滿意度指標項目中較重要的有「廠商能夠快速的回應客戶的抱怨，並處理及解決問題」及「廠商擁有全台的服務據點，能提供全台的售後服務叫修」，而在消除不滿意度指標項目中較重要的有「廠商能夠快速的回應客戶的抱怨，並處理及解決問題」及「業務代表服裝整潔、態度誠懇、對於產品的專業知識充足」。最後，本研究針對積極服務、即時服務和專業服務等三個顧客需求構面，分別從新的服務概念、新的客戶介面、新的服務傳遞系統以及技術提升與科技使用等服務創新四個構面提出對於多功能事務機租賃之創新服務建議。 With the development of information technology that has resulted in the electronic office environment, the enterprises need, faster, more efficient Multifunction Printer (MFP) leasing services to meet market trend. This research applied the two-dimensional quality model, which is also known as Kano model, to explore innovative services for the MFP leasing industry. The questionnaires were distributed to the top 300 large enterprises that have branches or parent companies in southern Taiwan. A total of 223 valid questionnaires were collected, and the SPSS statistical software was used for empirical analysis.Based on the factor analysis, the results show that the customer requirements of the MFP leasing services involve three types: active service, real-time service and professional service. Among those the active service has both the highest explanatory power and eigenvalue for customer satisfaction. It shows that whether an MFP leasing company offers active service would highly influence the leasing decision of customers. Whereas, offering the real-time service and the professional service is beneficial to customers who look for more efficient office operation by purchasing or leasing MFP. In addition, it has a positive benefit to improve the satisfaction of customers by strengthen the real-time service. Based on the Kano model, the requirements of customer service could be attributed into three categories: must-be quality, one-dimensional quality, and indifference quality. Nevertheless, customer requirements attributing to either attractive quality or reverse quality were not found in this research. Furthermore, by computing both the indices of increasing customer satisfaction and decreasing customer dissatisfaction, the research found that both “vendors can respond the customer complaints and solve it quickly” and ”vendors can provide a nationwide service by locating sufficient branches in Taiwan” play an important role on increasing the satisfaction of customers. On the other aspects, both “vendors can respond customer complaints and solve it quickly” and “sales representative has good appearance and attitude, as well as sufficient professional knowledge about their products” are the two most important issues to eliminate the dissatisfaction of customers.Finally, this research provides managerial suggestions about innovative service for the active service, the real-time service and the professional service, respectively, to the MFP leasing industry. The suggested innovative services are proposed according to the four dimensions of service innovation model, which are new service concept, new client interfaces, new service delivery system, and the use of new technology.

從二維品質模式的觀點探討多功能事務機租賃產業之創新服務 = A Study of Innovative Service for Multifunction Printer Lease Industry from the Perspective of Two-Dimensional Quality Model
張, 家榛

從二維品質模式的觀點探討多功能事務機租賃產業之創新服務 = A Study of Innovative Service for Multifunction Printer Lease Industry from the Perspective of Two-Dimensional Quality Model / 張家榛撰 - [高雄市] : 撰者, 2014[民103]. - 80面 ; 圖，表 ; 30公分.
參考書目：面59-68103年12月16日公開.
Kano二維品質Kano Two-Dimensional Quality Model

從二維品質模式的觀點探討多功能事務機租賃產業之創新服務 = A Study of Innovative Service for Multifunction Printer Lease Industry from the Perspective of Two-Dimensional Quality Model
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