基于QFD-IPA模型的服务设计研究

Service Design Based on QFD-IPA Model

目的为了改善企业服务质量,提升顾客满意度,提出一种基于QFD-IPA模型的服务设计方法。方法从服务设计系统分析入手,围绕如何进行有效服务设计,利用质量功能展开方法,确定服务质量要素的权重,通过IPA模型对影响顾客满意度的关键服务质量要素进行重要性与绩效分析。结果通过该方法对各项服务质量要素优势与不足的分析,为企业对自身状况的认知和服务设计改进提供了重要依据,并将该方法应用于12306手机订票系统服务设计中,证明了该方法的可行性和有效性。结论为服务设计理论研究和实践应用拓展了一条新途径。

In order to improve enterprises service quality, and promote the customers＇ satisfaction, it proposes a service design method based on QFD-IPA model. Starting with systematic analysis of service design, and centering on how to conduct service design effectively, QFD method is used to determine the weight of service quality factors, carrying on the importance and performance analysis of key service quality factors which affect customers＇ satisfactions through IPA model. Through the advantages and disadvantages analysis of all service quality factors by this method, it can provide important basis for enterprises to cognition of their own situation and service design improvement. Moreover, we apply this method to service design of 12306 ticket booking system, and prove the feasibility and validity of the method. It explores a new way of theory study and practical application for service design.