基于Kano-QFD模型的校园快递服务质量提升研究  

Research on Quality Improvement of Campus Express Service Based on Kano-QFD Model

作　　者：薛景梅[1] 邢可欣 XUE Jing-mei;XING Ke-xin(School of Economics and Management,Hebei University of Science and Technology,Shijiazhuang 050018,China)

机构地区：[1]河北科技大学经济管理学院

出　　处：《河北科技大学学报（社会科学版）》2019年第2期31-38,共8页Journal of Hebei University of Science and Technology:Social Sciences

基　　金：河北省高校百名优秀创新人才支持计划(SLR2017010)

摘　　要：针对目前校园快递服务与大学生需求适配性较差问题,利用Kano-QFD模型对校园快递服务进行优化设计,以提升校园快递服务质量。通过问卷调查收集大学生对于校园快递服务的需求信息,确定校园快递服务需求要素,利用Kano模型进行需求要素分类,并确定其权重,利用QFD方法将需求要素转化为企业可以理解且能执行的校园快递服务要素,并确定各快递服务要素权重。根据各快递服务要素权重排序结果,将服务要素进行分类,按照分类结果,针对各类快递服务要素提出改进建议,为快递企业提升校园快递服务质量提供借鉴。In view of the current problem of poor service adaptability between campus express service and college students,the Kano-QFD model is used to optimize the campus express service to improve the quality of campus express service.Through the questionnaire survey the information of the college students' demand for campus express service is collected,the demand elements of campus express service are determined,the Kano model is used to classify the demand elements,and the weights are determined. The QFD model is used to transform the demand elements into campus express that the enterprise can understand and execute service elements,and determine the weight of each courier service element.According to the weighting results of each courier service element,the service elements are classified,and according to the classification results,suggestions for improvement of various courier service elements are proposed,which provide reference for the express delivery enterprise to improve the quality of campus courier service.

关 键 词：校园快递 服务设计 服务质量 Kano-QFD模型 

分 类 号：F252[经济管理—国民经济]