整合Kano模型与IPA分析的快递服务质量探测方法  

A Detection Method for Express Service Quality through Integrating Kano Model and IPA Analasis

作　　者：孟庆良[1,2] 卞玲玲[1] 何林[1] 张玲[1] 

机构地区：[1]江苏科技大学经济管理学院,江苏镇江212003 [2]湖南大学工商管理学院,湖南长沙410082

出　　处：《工业工程与管理》2014年第2期75-80,88,共7页Industrial Engineering and Management

基　　金：教育部人文社科基金项目(11YJA630078;11YJA630129;09YJA630054);中国博士后面上资助一等基金项目(2013M530353);江苏省高校哲学社科项目(2011SJB630018);2014中国物流学会;中国物流与采购联合会课题(2014CSLKT3-034)

摘　　要：探测顾客满意与快递服务绩效之间的关系,给出快递服务改善的决策方案,对于快递企业获取竞争优势具有现实意义。为避免传统Kano模型分类过于主观的缺陷,提出Kano模型的改进方法,实现其精确化分类。通过整合改进的Kano模型与IPA(Importance-Performance Analysis,IPA)分析方法,构建快递服务质量探测过程模型,确定快递服务质量要素提升的优先权。最后通过实际应用,验证其可行性和有效性。The paper aims to research the relationship between customer satisfaction and service performance, and give the decision scheme to improve express service quality, which is of practical significance for express enterprises to gain competitive advantage. As the classification of Kano model is too subjective,this paper proposed an improved method to make the classification more precise. Construction of the detection process model of express service quality is due to the integration of the improved Kano model and IPA, which can determine the priority of express service quality elements to improve service quality. In the end, one practical example proves the feasibility and effectiveness of the method.

关 键 词：KANO模型 IPA分析 快递企业 服务质量 

分 类 号：F274[经济管理—企业管理]