Research On The Service Quality Model Of B2C Tmall Whole Shop Based On QFD

With the development of E-commerce,to remain competitive,enterprises in the electricity market is required to meet the diverse needs of customers and maintain longterm competitive advantage in order to be fierce in the online market.Which also requires B2 C e-commerce business to emphasize on service quality as a key points to start,and continuously improve.This paper constructs the optimization model of B2 C Tmall shop service quality based on the integrated rough set,Kano model and quality function and puts forward the improvement mechanisms and measures for the service quality of B2 C shop.For the B2 C Tmall shop function quality,system quality and service quality to provide a set of ideas and programs.The results are as follows:(1)This paper uses the relevant research methods and the service quality to refine and organize consumer demand,and use QFD research framework combined with KJ method,kano model,rough set theory and other related tools to constructs the house of quality with the uncertainty needs,and made the relevant improvements.The main result is the use of rough set theory to deal with the importance of consumer demand.Using the Carnot model to adjust the importance of customer needs.And ultimately build a house of quality of Tmall shop,and to optimize the quality of service.(2)The paper analyse the Service Quality of M Enterprises through the research to obtain customer demand data.Using the comprehensive model to build M enterprise service quality optimization and confirm the validity of the model.And put forward the specific improvement of M enterprise service quality.(3)This study extends the application of QFD theory and rough set,Kano model.Use rough sets to avoid subjective drawbacks in demand analysis.Kano model is used to classify customer needs and avoid the effect of linear relationship between customer demand factors on the results.And finally obtain the scientific customer demand information for the B2 C electric business enterprises to provide the basis for optimizing the quality of service.The quality of service optimization model proposed in this study introduces a new idea for the improvement of B2 C e-commerce online store service quality.It is also a combination of QFD and other models.These results can allocate relevant resources for enterprises,improve service quality,Overall conversion rate and corporate soft power.The research results have certain academic value and high application value.