影響範圍續效與非對稱影響服務品質分析法之應用－以某客運公司為例

THE APPLICATION OF IMPACT-RANGE PERFORMANCE ANALYSIS AND IMPACT-ASYMMETRY ANALYSIS ON SERVICE QUALITY EVALUATION: AN EXAMPLE FROM A BUS COMPANY

10.6220/joq.2016.23(2).01

林鴻銘(Hung-Ming Lin)；洪千惠(Chien-Hui Hong)

服務品質 ； 重要性—績效表現分析法 ； 影響範圍績效分析法 ； 非對稱影響分析法 ； service quality ； important-performance analysis ； impact-range performance analysis ； impact-asymmetry analysis

品質學報

23卷2期（2016 / 04 / 30）

77 - 90

繁體中文

有效的服務品質衡量工具，以協助提升顧客整體滿意度，是學術界與實務界所關注。近三十年來，重要性—績效表現分析法是最為普遍存在的品質改善管理工具，然而，它所具有的缺點，以使其品質改善效率大為下降。於此，影響範圍績效分析法(IRPA)以及非對稱影響分析法(IAA)被提出，以解決重要性—績效表現分析法的缺點。而本研究主要目的在闡述此兩者分析法的概念，並以一實證研究介紹如何利用IRPA與IAA找出關鍵品質屬性，以利品質改善策略形成的分析流程，並說明IPA與IRPA以及IAA之間的差異。

Researchers and practitioners pay more attention on promoting overall customers satisfaction by an efficient service quality measurement. In recent three decades, Important-Performance Analysis (IPA) is a popular technique. However, its disadvantages decrease efficiency in improving service quality. Accordingly, the Impact- Range Performance Analysis (IRPA) and Impact-Asymmetry Analysis (IAA) method are proposed to solve the disadvantages of IPA. The aim of this paper is to describe the concept of IRPA and IAA. Moreover, an empirical study is employed to present the analysis step approach to prioritizing service attributes in formulating qualityimprovement strategies. Moreover, demonstrating the differences among IPA, IRPA and IAA is included.

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