顧客満足とサービス品質を考慮したサービス生産に関する実験的検討

抄録

This paper analyzes customer satisfaction and service quality through subjective experiments using a proposed service production game. In the game, players are provided information of demand forecasting with different accuracy and make paper triangular pyramids considering production efficiency and service quality. Making a paper triangular pyramid is simulated to produce and deliver dishes in a labor intensive production system in restaurant services. The players are required to make a production plan and manage delivery lead time and quality of products to satisfy both customer satisfaction and production efficiency. Produced products are evaluated quality by evaluation index such as laminating quality, cutoff line, crease line and edge etc. The experiments conduct a questionnaire of subjective assessment about service quality and employee satisfaction. In the questionnaire, the players answer their degree of service quality and productivity of subjective view. The employee satisfaction is analyzed considering the employee’s conscious of advance planning and setup with adaptation of variation of demand by using correlation analysis.