田口損失函數法於婚姻仲介服務之應用研究

IMPROVING MARRIAGE BROKER CUSTOMER SERVICE USING TAGUCHI LOSS FUNCTIONS

田口損失函數以往被廣泛應用在製造業的產品品質評估上，近來已將其應用領域擴大至非生產製造的行業中。例如：評估供應商，以要求供應商提高產 品品質或服務品質；房地產仲介服務，以提高物件與顧客媒合的成功率。本論文則將其應用在婚姻仲介之服務上，以期婚姻媒介者承擔信託責任，並提供客戶追求美滿婚姻的服務。文中以最常被男女雙方考慮之七種外在因素：年齡差距、工作距離、學歷級距差異、對方收入、身高、體重及原生家庭人數，透過田口品質損失函數的轉換加以量化，並參酌雙方對因素之重要程度要求，彙總成單一損失值作為決策變數，期使婚姻仲介者針對男女雙方擇偶條件的契合度，列出最佳之人選，以對客戶提供較安全和幸福的保障，改善其與客戶之間的關係，提昇服務的品質。

Taguchi loss functions (TLFs) are usually used for measurements of product quality. Now they have been applied to many related non-manufacturing fields. The purpose of this research is to introduce the application of TLFs to a study of marriage brokers. Seven different attributes are considered: age, location of work place, education states, income, height, weight and size of nuclear family. The Taguchi loss function quantifies these attributes in terms of quality loss. These quality losses are combined into one global decision variable to rank the candidates whose attributes most closely match the client’s. Under the assumption that similarities between bride and groom promote successful marriage, this approach should increase the level of satisfaction among clients. An example application of the model is also presented to demonstrate its working.