本研究以個案的方式，應用品質機能展開來探討區間國道客運服務品質，並由顧客（旅客）的角度，以問卷方式探討其對服務品質需求，及各問項之重視程度與滿意程度，以確保能夠滿足顧客的聲音(Voice of Customer,VOC) ，此外並結合「標竿法」（benchmarking）、「重要度—滿意度」模式與層級分析法（Analytic Hierarchy Process, AHP），以解決品質屋中顧客需求權重尺度計算上之周延。
英文摘要
This research uses the quality function deployment to discuss the serving quality of Highway bus transportation in case of Fengyuan Bus Transportation Co. Ltd. We discuss the demand of service quality by way of questionnaire, and find the attention and satisfaction of the questions, so we can ensure that satisfies the customer's voice (Voice of Customer, VOC). In addition, this research combines with benchmarking, Importance Satisfaction Model (I-S Model), and Analytic Hierarchy Process (AHP), in order to solve the relative weight value in House of Quality.
