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Evaluation Based on Kano model and QFD integrated rural credit cooperatives QOS

Author: YuanGuiLin
Tutor: JinJunXi
School: Chongqing Technology and Business University
Course: Business management
Keywords: Kano Model QFD Rural Credit Cooperatives Quality Of Service
CLC: F224
Type: Master's thesis
Year: 2011
Downloads: 156
Quote: 2
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In rural areas,China rural credit cooperatives are the major financial institutions are the most important channel for financial intermediation of agricultural and rural economy. It has played a positive role in promoting agricultural and rural economic development and the income of farmers. However, due to constraints of strength, historical reasons, the size of funds, hardware, business types, settlement conditions of rural credit cooperatives. The problem of its asset quality is not high, lack of economic benefit and the quality of personnel is poor and other issues are widespread. Financial service quality can not be effectively guaranteed which have seriously affected the rural credit cooperatives, "three rural”support effect. At the same time, with the economic development of rural markets and national relax the rural financial market access conditions, more and more foreign banks, commercial banks and rural banks continue to enter and develop rural financial markets, Competition is fiercer. In this condition, continuously enhance and improve the quality of service is an effective way to enhance the operational efficiency of rural credit cooperatives, and deal with the fierce market competition and access to sustainable development.The theories of customer demands, customer satisfaction and QFD are introduced. Based on these researches, the thesis introduces a new method to solve the difficulties in the housing design. The method is integration of QFD into Kano’s model.The paper analyses the customer demands and their satisfaction. It applies Kano’s Questionnaire to get the customer satisfaction of the housing product, and classifies it to three kinds which are basic demand, anticipant demand and excited demand. Then imports this information into the QFD matrix and founds the relationship with the product quality, to change the importance of customer demands.Finally, through empirical study of rural credit cooperatives and the needs of target customers access method. Using Kano’s customer satisfaction to survey results for validation. In the service design, integrated QFD into Kano’s model, Using the improved method to get elements of the rural credit cooperatives, and the importance of customer needs, Sort according to importance, Analyzed the elements of customer needs to achieve the technical measures, Studied the importance of its implementation, and to help the management of rural credit cooperatives to make service decision-making support of improving the quality.

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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