文献类型：会议论文

英文题名：A Systematic Fuzzy QFD Model and Its Application to Hotel Service Design

作者：Cai, Shaojing[1];Yan, Hong-Bin[1]

机构：[1]East China Univ Sci & Technol, Sch Business, Meilong Rd, Shanghai 200237, Peoples R China

会议论文集：13th International Conference on Service Systems and Service Management (ICSSSM)

会议日期：JUN 24-26, 2016

会议地点：Kunming Univ Sci & Technol, Sch Management & Econ, Kumming, PEOPLES R CHINA

主办单位：Kunming Univ Sci & Technol, Sch Management & Econ

语种：英文

外文关键词：hotel service; budget hotel; QFD; fuzzy logic

摘要：It is important for hotel industry to provide high quality service so as to increase customer satisfaction. The hotel industry traditionally tries to investigate customer satisfaction via the guest comment card. Unfortunately, it lacks a method to convert the collected massages to applicable suggestions. Quality function deployment (QFD) is a customer-oriented product and service design method. The aim of this study is to provide a QFD-based service improvement model for the hotel industry. Accordingly, we have proposed a nine-step house of quality model, which combines fuzzy logic in the human language judgments and entropy method to assess customer need competitive priority. Finally, a case study is presented to examine the validity of the proposed model.