| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 100 === Government develops consuming electronic market to create international competitive advantages of Service quality. The study is to probe into certain online shop by the classification of service quality attributes to improve service quality and promote customer satisfaction.
The study applies Kano’s model to confirm the positions of each service quality attributes, and applies SIPA to consider the service quality performance of various company of the market. The study proposes the combination model of Kano and SIPA by the on line shop in Taiwan and verify the validity of the study.
Accordance with the combination models of Kano and SIPA of the new policy method, the result shows that “this site is simple to use”, “it delivers orders when promised” and”it is truthful about its offerings”are “Ignored the basic elements”, as online shopping sites are working to improve project. The combination models of Kano and SIPA of the new policy method more accurate method to improve the service quality.
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