컨테이너항의 서비스품질과 프로세스를 결합한 품질기능전개(QFD) 분석

다국어 초록 (Multilingual Abstract)

The container ports have been increasingly changed according to the industry structure and differentiated customer's needs. So it seems to need the differentiated service strategies to have their competitiveness. To assess the customer requirements objectively, this paper associated the service process of container ports with the service quality scale by using the Quality Function Development(QFD). This paper analysed the service process of Busan port and then compared it with those of Shanghai port and Tokyo port which are the typical port of the northeast asia. Also, after drawing the importance of the service process as well as its priorities by representing the relation between service quality scale and processes of the container ports, this paper proposed the House of Quality(HOQ) for service quality improvements.

참고문헌 (Reference)

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