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首页> 外文会议>International Conference on Cybernetics and Information Technologies, Systems and Applications(CITSA2004) and 10th International Conference on Information Systems Analysis and Synthesis(ISAS2004) vol.3 >Critical Characteristics Analysis by Six Sigma Management for the Satisfaction of Customers in Service
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Critical Characteristics Analysis by Six Sigma Management for the Satisfaction of Customers in Service

机译：六西格玛管理对客户服务满意度的关键特征分析

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摘要

Service quality is critical measurement indicator in manufacturing, service, and marketing, and then becomes competitive and important strategies under competitive environment. The contribution from quality of service will affect market share and the return of investment. To increase the quality of service and the satisfaction of customers, the effect of critical quality characteristics of service must be analyzed and improved. In this research, SERVQUAL measurement table for quality of service developed by Parasuraman, Zeithaml, and Berry will be used. Dimensions of service quality include access, communication, competence, courtesy, credibility, reliability, responsiveness, security, tangibles, and understanding. The DMAIC (Define, Measure, Analyze, Improve, and Control) method and approach of Six Sigma management will then be used to analyze critical quality characteristics and obtain the optimal combination among them. The company can practically use the result of quality characteristics of service as the reference.
机译：服务质量是制造，服务和市场营销中的关键衡量指标，在竞争环境下成为竞争性的重要战略。服务质量的贡献将影响市场份额和投资回报。为了提高服务质量和客户满意度，必须分析和改善关键服务质量特征的影响。在这项研究中，将使用由Parasuraman，Zeithaml和Berry开发的SERVQUAL服务质量测量表。服务质量的维度包括访问，沟通，能力，礼貌，信誉，可靠性，响应能力，安全性，有形和理解。然后将使用六标准差管理的DMAIC（定义，测量，分析，改进和控制）方法和方法来分析关键质量特征并获得它们之间的最佳组合。该公司可以实际使用服务质量特征的结果作为参考。

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