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    ASIA unversity > 管理學院 > 經營管理學系  > 博碩士論文 >  Item 310904400/11686

    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/11686

    Title: The Analysis on Service Quality of Volkswagen Car’s Repair Workshop with Kano Model─ A Case Study of Volkswagen Car’s Repair Workshop in Nantou
    Authors: Ment-Hua Tsou
    Contributors: Department of Business Administration
    Keywords: Kano two-dimensional quality;Car repair workshop;Service quality
    Date: 2011
    Issue Date: 2011-09-30 09:51:33 (UTC+8)
    Publisher: Asia University
    Abstract: The registered car number of Taiwan is up to 5.7 millions in 2009, and the repair expenses in car’s market reached up to 6.7 billions NT dollars every year. The consumer rights and interests surges upwards day and day, the service is getting more important. The trend of internationalization and globalization had affected corresponsive the running of conventional industries. How to measure the efficiency of running repair workshops business to be the management basis of improving management achievement had became the most important issue for repair workshops. This research used Kano two-dimensional model and questionnaire surveys to confer the quality attribute of service quality of Volkswagen car’s repair workshop, in order to understand the consumer’s needs for quality attribute. The results shows that there are 5 attractive qualities, 8 one-dimensional qualities, 3 must-be qualities and 15 indifferent qualities.
    Appears in Collections:[經營管理學系 ] 博碩士論文

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