A service quality management approach based on QFD

Author

Hong, Lin ; Wang, Wei ; Zhao, Heqin

Author_Institution

Sch. of Manage., Beijing Normal Univ., Zhuhai, China

fYear

2012

fDate

2-4 July 2012

Firstpage

11

Lastpage

14

Abstract

Services make up the bulk of China´s economy. In the article we introduce the theories of service quality briefly, such as Parasuraman, Zeithaml, and Berry (PZB) conceptual model of service quality and the quality function deployment (QFD). We also analyze some existing researches in recent years in China. Furthermore, a service quality management approach to improve the service quality is introduced. According to the approach, the data can be analyzed based on QFD. Then, the method is applied to an insurance company to improve its service qualities. In the quality table, the entire characteristics of service quality can be seen. Deploying the service qualities, people can define the service quality specifications more seriously than before. The service qualities of the insurance company have been improved.

Keywords

customer services; insurance; quality function deployment; China economy; PZB conceptual model; Parasuraman-Zeithaml-Berry model; QFD; insurance company; quality table; service quality management approach; service quality specification; Companies; Educational institutions; Industries; Insurance; Quality function deployment; QFD; insurance; service quality management;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management (ICSSSM), 2012 9th International Conference on

Conference_Location

Shanghai

Print_ISBN

978-1-4577-2024-6

Type

conf

DOI

10.1109/ICSSSM.2012.6252179

Filename

6252179