Integrating Fuzzy Kano Model And The Decision-making Model Of Service Quality Improvement Of IPA Analysis Research

Effective tax service quality management is the successful implementation of tax administration and to improve customer satisfaction. In addition, the tax is the main source of state revenue, which is of great significance for the promotion of social harmony and development. Based on this, the paper explored the methods of tax services quality management from customer satisfaction perspective, the method takes into account both the internal staff and taxpayers to achieve service efficiency and enhance customer satisfaction.(1) Analysis the status and existing problems of tax service quality management in tax management department. Through the literature retrieval and analysis, combining with Taizhou local taxation bureau management practice, using the Kano questionnaire analysis approach, from internal staff and external analyzes two different perspectives to analysis the Taizhou local taxation bureau management mechanism, management status and problems.(2) Construct the integration of fuzzy Kano model and IPA analysisto maximize service quality. Consider the advantages of Kano model, combined with the quality of service metrics SERVQUAL model, a fuzzy Kano model is built and used to obtain relevant customer service requirements. Based on the fuzzy Kano model and combined with IPA analysis, this paperproposed a service quality improvement optimization modelto maximize service quality. The improve priority of service quality elements is determined by solving the optimization model. The feasibility and effectiveness of this model has been verified by combining with Taizhou local taxation bureau.(3) Countermeasure analysis of tax service quality improvement. Based on the priorities of service quality improvement, some countermeasures and suggestions are put forward to maximize tax service quality from serviceefficiency, service innovation, service performance examinationand other aspects.This research is of great significance for Taizhou local taxation bureauimplicatingthe tax service quality promotion strategy and improving service competence in the future.