| Summary: | 碩士 === 中華大學 === 科技管理學系(所) === 97 === This study began with the Gap Analysis which was first used to calculate the results of quality characteristics and was followed by Multiple Regression Analysis to establish the importance between quality characteristics and overall customer satisfaction. With the application of these two analyses, a modified Importance-Performance Analysis (IPA) was derived from the process. Furthermore, Decision Making Trial and Evaluation Laboratory (DEMATEL) was applied to analyze the cause and effect relationship among the quality characteristics.
As a result of implementing various analyses, this process helped to identify problems for the Order-Winner Criteria, and to modify and improve the procedure and the importance of quality characteristics the within the IPA model. At the same time, it also resolved quality characteristics issues occurred by the cause and effect relationship among the quality characteristics with minimal investment of resources.
Lastly, this study was conducted in the setting of Taiwanese networking and communication equipments industry, and to further provide the benefits and applications of modified IPA and DEMATEL.
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