The Study On Relationship Among Knowledge Management, Six Sigma Activities And Service Quality

This research aims to conduct analysis on the implementation of "the study on relationship among knowledge management, six sigma activities and quality- taking of services of tourism professionals in Taiwan Taipei City as an example," the performances between all-service travel agencies and type A travel agencies in these three aspects, the connection or lack thereof among these three aspects, and whether knowledge management affects the reinforcement of the six sigma activities and other relevant issues.The aspect of "Knowledge management" covers acquisition of knowledge, creation of knowledge, storage and transfer of knowledge. The aspect of "six sigma activities" covers six sigma activity bases and the constructive ability of six sigma activity procedure. The aspect of "quality of services" covers Tangibles, Assurance, Creditability, Responsiveness and Empathy, where suggestions and directions will be proposed to serve as reference for the tourism professionals cross the strait to execute six sigma activities in order to improve the quality of their services in the future.In order to accomplish the purpose of this research, the first step is to conduct research literature review, in which the targeted range covers relevant theories related to knowledge management, six sigma activities and quality of services, followed by achieving an objective result through survey conduction. Secondly, the research adopts the "Learning Organization Assessment Scale" developed by Chou Yun-wei (2000), Assessment Scale for Six Sigma Activities developed by Greg Brue (2002) and Assessment Scale for Quality of Services developed by Parasuraman, Zeithaml & Berry (1991) as the contents of questionnaire in its survey. The subject of research is limited to the management executives from the all-service travel agencies and type A travel agencies, whose offices are located in Taipei City and were listed in the "Member List" edited by "Taipei Association of Travel Agents" in 2007, by which there are a total of 760 people from all-service agencies and 380 people from type A travel agencies who took the questionnaire. The data collected from the survey questionnaire is used for analysis using statistic methods such as frequency distribution, percentage, mean, t-test, one way ANOVA, correlation analysis and multiple regression analysis.The research findings include: (1) it shows the actual degree of implementation of knowledge management, six sigma activities and quality of services among the all-service travel agencies and type A travel agencies in Taipei, Taiwan. Companies of 200 or more employees have emphasized on constructive ability of building six sigma activities than companies of 151- 200 employees, 101- 150 employees and 51- 100 employees. In addition, in terms of six sigma activities policies, there is no significant difference between all-service travel agencies and type- A travel agencies. In the aspect of knowledge management, six sigma activities and quality of services, there is no difference between all-service travel agency and type- A travel agencies. (2) The all-service travel agencies in Taipei City have implemented six sigma activities for a longer time than type- A travel agencies. (3) There is positive correlation among knowledge management, six sigma activities and quality of services as well as among each factor of knowledge management and each factor of six sigma activities as well. (4) The knowledge management of Taipei Travel Agencies is helpful in reinforcing six sigma activities. According the findings based on this study discussion, we propose some of suggestions.