| Project/Area Number |
16K03939
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| Research Category |
Grant-in-Aid for Scientific Research (C)
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| Allocation Type | Multi-year Fund |
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| Section | 一般 |
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| Research Field |
Commerce
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| Research Institution | Keio University |
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Principal Investigator |
SUZUKI HIDEO 慶應義塾大学, 理工学部(矢上), 教授 (10282328)
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| Research Collaborator |
Schvaneveldt Shane J.
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| Project Period (FY) |
2016-04-01 – 2019-03-31
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| Project Status |
Completed (Fiscal Year 2018)
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| Budget Amount *help |
¥2,990,000 (Direct Cost: ¥2,300,000、Indirect Cost: ¥690,000)
Fiscal Year 2018: ¥780,000 (Direct Cost: ¥600,000、Indirect Cost: ¥180,000)
Fiscal Year 2017: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000)
Fiscal Year 2016: ¥910,000 (Direct Cost: ¥700,000、Indirect Cost: ¥210,000)
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| Keywords | 保守サービス性 / 社会的品質 / 品質要素 / 顧客満足度 / ロイヤルティ / 品質管理 / 知覚品質 |
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| Outline of Final Research Achievements |
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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| Academic Significance and Societal Importance of the Research Achievements |
保守サービス性および社会的品質を考慮した品質要素モデルを構築し、自動車、エアコン、e-serviceを対象にした調査を実施して、保守サービス性および社会的品質の効果を実証的に確認したことは、顧客、企業、社会にとって意義がある。本研究の成果として、保守サービス性や社会的品質を考慮することが、企業および社会の持続的成長のために必要不可欠なことであることを示唆している。
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