Abstract
In recent years, the way of supplying service has been shifting from selfsupply to utilizing outside services and as one of its factors, an increasing demand for high-quality service is cited. However, generalized indicators for the quality evaluation of service enterprises have not yet been established. In this paper, the authors have conducted the following trial steps for the purpose of developing a technique to evaluate the quality of service enterprises. (1) As a service business that is closest to the manufacturing business, the laundry business is taken up. The basis for discussion is placed on evaluation at the minimum cost where the lowest demanding level of customers' attributes regulates the upper limit of operation rate. By utilizing the know-how of "theoretical relationship between relative annual profit and operation rate" by Fukuda, the relative profitability of quality aspect (marketable quality) and its theoretical standard value are obtained. (2) The relationship between marketable quality and standard operation rate is theoretically analyzed, and the relationship between marketable quality and relative annual profit is obtained using standard operation rate as a parameter, and the appropriateness of them is verified using the actual data of Hakuyosha Co., Ltd. (3) The calculation formula for the theoretical standard value of commission rate of laundry is induced by using the theoretical standard value of marketable quality and the standard operation rate, and a trial calculation is made to check whether the results are correlated to the reality. As a result, a quality evaluation indicator (marketable quality) capable of objectively comparing service enterprises and its standard value have been obtained.
