| 基于质量功能展开的连锁家饰店服务质量研究 |
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| 引用本文： | 刘金魁,糜仲春.基于质量功能展开的连锁家饰店服务质量研究[J].价值工程,2007,26(10):86-89. |
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| 作者姓名： | 刘金魁 糜仲春 |
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| 作者单位： | 中国科学技术大学管理学院,合肥,230026 |
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| 摘 要： | 质量功能展开(Quality Function Deployment,QFD)是一种透过质量屋的运作,系统地将顾客需求转换成工程要求的技术的方法。文中应用QFD导入PZB服务质量模式,整合模糊理论、Kano二维质量模式及顾客满意效益系数,分析连锁家饰店顾客服务质量需求的权重与排序,再以灰关联分析理论确定连锁家饰店各项工程要求质量的灰关联度值与排序,有助于经营者明确提高服务质量的重点。
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| 关 键 词： | 质量功能展开 PZB服务质量模型 连锁家饰店 |
| 文章编号： | 1006-4311（2007）10-0086-04 |
To Study on Service Qualities of Home-decoration Chain Stores Based on Quality Function Deployment |
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| Liu Jinkui,Mi Zhongchun.To Study on Service Qualities of Home-decoration Chain Stores Based on Quality Function Deployment[J].Value Engineering,2007,26(10):86-89. |
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| Authors: | Liu Jinkui Mi Zhongchun |
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| Institution: | School of Management, University of Science and Technology of China, Hefei 230026, China |
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| Abstract: | Quality Function Deployment, QFD, is a methodology to systematically convert the customers' needs into engineering requirements through the operation of Quality house. This study is to introduce QFD into PZB service quality model and to integrate Fuzzy theory, Kano two-dimensional quality model, and customer satisfaction coefficients to objectively express the key quality factors of customer requirements, then to implement Gray Correlation Analysis to compute gray-correlation value and sequence of engineering quality improvement of the home-decoration chain stores for sake of improving the service quality. |
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| Keywords: | quality function deployment PZB service quality model home-decoration chain stores |
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