| Summary: | 碩士 === 逢甲大學 === 經營管理碩士在職專班 === 93 === In the twentieth century, computer is the most powerful invention. Because it changes people’s work type and improve the quality of life. It influences people a lot.
But when it comes into twenty-first century, the importance of computer industry seems to be replaced by communication industry which focuses on mobile communication. In Taiwan, the quantities of mobile phone users are over ten million in the end of 1999 and it has exceeded ordinary phone users. An average of 1/2 people in Taiwan own mobile phones. The quantity of mobile phone user is over the user of ordinary phone and the quantity of computer.
Now the user of mobile phone is growing up with amazing speed and cause many factories join in the research and development. But for customers, they don’t need every quality attribution. The definition of quality would be different as the time changes. Now the definition of quality is based on the customer satisfaction. Therefore, many factories believe that the customer satisfaction investigation is really important. In the past, the viewpoint for quality is one-dimensioned. It means that the customer satisfaction has a positive relationship with quality. However, we could not figure out the really opinions for quality from customers only by one-dimensioned quality to measure the value of commodities or service which on customers’ mind. Kano san improve the defects of one-dimensioned quality and bring up two-dimension quality model which includes must-be quality, one-dimensioned quality, attractive quality, indifferent quality, and reverse quality to measure the customer satisfaction for commodities and service.
This study applies Kano’s two-dimensioned quality model on mobile phone’s commodities to confer customers’ demand for mobile phone quality. We could apply Kano’s two-dimensioned quality model to design the investigation sheet and have a sampling to figure out five different mobile phone qualities from customers. The result of this investigation shows that indifferent quality item is in the majority and the next are must-be quality and one-dimensioned quality and there is no reverse quality.
The result of this study shows that:
(1)In the 20 items, 1 item is classified as attractive quality, 2 items are classified as one-dimensional quality, 9 items are classified as indifferent quality, and 8 items are classified as must-be quality. There is no reverse quality. The most attributions are belonging to two-dimensioned.
(2)This study uses Matzler and Hinterhuber’s quality improvement index to calculate the extent of satisfaction and extent of dissatisfaction. The result of study could be for reference to improve the quality.
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