快遞服務(wù)設(shè)計(jì)中顧客需求的實(shí)證研究——基于QFD模型的運(yùn)用.pdf

1、江南大學(xué)碩士學(xué)位論文快遞服務(wù)設(shè)計(jì)中顧客需求的實(shí)證研究——基于QFD模型的運(yùn)用姓名：張銀銀申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：設(shè)計(jì)藝術(shù)學(xué)指導(dǎo)教師：李彬彬20080601AbstractAbstractTheexpressserviceis811importantcomponentofthemodemlogisticsservice，andhasoccupiedanimportantpositionintheworldarenaWitheconomic

2、developmentA1l—roundparticipationintheglobalcompetitioninthemarket，makesChinasexpresstransportationenterprisesalefacingincreasinglyfiercecompetition’’Enterpriseisacollectionofcustomersdemands”Therefore，Strengthenthecompe

3、titivenessofenterprisesandtoeffectivelymeetcustomerdemandsistheurgentneedtoresolvetheissueWitlltheemphasisondesignservices，ThestudyonthecustomerdemandofServiceDesignhasalreadygraduallydevelopedfromadvocatingitideological

4、lytoofferingoperabletheoriesandmethodsWiththeemphasisondesignservices，themostoutstandingtheoryandmetho㈣FD(QualityFunctionDevelopment)providesconvincingtheoreticalguideandoperatingmethod，andhasbeenverifledinOtherservicesI

5、ntheprocessofachievingthecustomerdemandinformationandUsingQFDintoserviceattributes，thisdissertationusestherelatedstudyresultsforreference，Customerdemandandserviceselementsdesignasastartingpoim，expatiatecustomerneedsinthe

6、importantroleoftheexpressservicedesignIntroducetherelatedtheoryandmodeloftranslatingcustomerdemandintoserviceattributesmevaluationsystemofservicequal塒andQFD(QualityFunctionDevelopment)；Evaluationofexpressservicesincustom

7、erdemandsysteminuseandthefeasibilityoftheQFDmodelappliedtOtheservicedesign。ExpoundtheattentionoftheproblemofQFDmodelusedtodesignservicesAnalysetheidentifywaysofcustomerdemandinformationestablishthesystemofcustomerservice

8、qual毋evaluationObtainthecustomerdemandinformation、CustomersatisfactionanddemandexpectationsinthemarketsurveyIdentifythepriorityneedsofcustomers，F(xiàn)inallybuildqual時(shí)housingofcustomeramandsintoserviceattributesKeywords：Expres