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KAKEN_16K03939seika.pdf
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Title |
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社会的品質および保守サービス性を考慮した顧客満足度指数化モデルと品質管理の枠組み
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シャカイテキ ヒンシツ オヨビ ホシュ サービスセイ オ コウリョシタ コキャク マンゾクド シスウカ モデル ト ヒンシツ カンリ ノ ワクグミ
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Shakaiteki hinshitsu oyobi hoshu sābisusei o kōryoshita kokyaku manzokudo shisūka moderu to hinshitsu kanri no wakugumi
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A study on the framework for customer satisfaction index models and quality management considering social quality and serviceability
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鈴木, 秀男
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スズキ, ヒデオ
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Suzuki, Hideo
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慶應義塾大学・理工学部 (矢上) ・教授
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Research team head
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科研費研究者番号 : 10282328
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Schvaneveldt, Shane J.
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Collaborator
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2019
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科学研究費補助金研究成果報告書
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2018
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本研究では、自動車やエアコンを対象に保守サービス性に関する調査を実施し、顧客の立場から、保守サービス性に関する要素の枠組みを構築した。その結果、有形性、確信性、反応性の要素を抽出し、保守サービス性、購入後コスト、顧客満足度、ロイヤルティの関係性を検証した。また、社会的品質を考慮した品質要素の枠組みを提案し、自動車所有者へのアンケート調査を行い、品質要素と顧客満足度の関係性、特に社会的品質の認識の顧客満足度に対する影響を検証した。さらに、e-serviceの品質評価モデルの構築し、e-serviceの品質が社会的責任行動に影響を与えていることを確認した。
In this study, we conducted a survey on serviceability for automobiles and air-conditioners, and constructed a framework of dimensions on serviceability from the viewpoint of customers. As a result, we extracted the dimensions of tangibles, assurance and responsiveness, and examined the relationships between serviceability, after-sales service cost, customer satisfaction and loyalty. In addition, we propose a framework of quality dimensions in consideration of social quality, and conduct a questionnaire survey on automobile owners to examine the relationship between quality dimensions and customer satisfaction, particularly the recognition of social quality on customer satisfaction. Furthermore, we constructed a model for evaluating e-service quality and confirmed that the quality of e-service affects social responsibility behavior.
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研究種目 : 基盤研究 (C) (一般)
研究期間 : 2016~2018
課題番号 : 16K03939
研究分野 : 応用統計解析、品質管理、マーケティング
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