| Summary: | 碩士 === 國立臺灣科技大學 === 管理研究所 === 95 === Abstract
The ability to measure quality of service is an important subject in retail
services. This study’s main goal is to explore the current clothing retailing
business’s quality of service and degree of consumer satisfaction. A common
one-dimensional measure of consumer satisfaction assumes that the higher the
product quality is perceived, the higher consumer satisfaction is, vice versa.
Satisfying consumer demands does not necessarily lead to consumer
satisfaction. Therefore, in order to determine product quality ultimately
influences consumer satisfaction.
In this research, we applied the Kano Model to collect and analysis the
data.
The Kano model is a theory of product development developed in the 80's
by Professor Noriaki Kano which classifies customer preferences into five
categories：
1. Attractive
2. One-Dimensional
3. Must-Be
4. Indifferent
5. Reverse
The Kano model offers some insight into the product attributes which are
perceived to be important to customers. The purpose of the tool is to support
product specification and discussion through better development team
understanding. Kano's model focuses on differentiating product features, as
opposed to focusing initially on customer needs.
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