The Application of Kano Two-Dimensional Quality Model and Importance-Performance Analysis on Curtain Service Model
碩士 === 大同大學 === 工業設計學系(所) === 101 === Because of the increasing rate of house usage in Taiwan, the demand of home accessories is relatively raised which promotes interior decoration, like curtain, industry development. Operation of channel and manufacture will affect each other. Some problems of dis...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2013
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| Online Access: | http://ndltd.ncl.edu.tw/handle/53845010805088264380 |
| Summary: | 碩士 === 大同大學 === 工業設計學系(所) === 101 === Because of the increasing rate of house usage in Taiwan, the demand of home accessories is relatively raised which promotes interior decoration, like curtain, industry development. Operation of channel and manufacture will affect each other. Some problems of distribution channel needs to be solved. The main impact of distribution channel is customer service which may affect purchase intentions. Customer service is the key factor on overall industry development.
The study aims at strategy of service on curtain industry through current service which is provided. Kano Model is applied to categorize quality factors by questionnaire. Importance-Performance Analysis (IPA) is applied to propose strategies through attribute and distribution of service items. The results shows that the service items of curtain industry has three attributes: One-dimensional Quality Element, Must-be Quality Element and Indifferent Quality Element by Kano Model.
The study found there is no factor of charm quality on the service mode currently. It means there are no differences of the service items on the current service mode to produce market segmentation. The service items are essential factors which are located on priority improvement area. A business is recommended on service improvement to increase satisfy of customer to promote themselves. “Free Installation”, “Color and Space Recommendation” and “Variety of Choices” are One-dimensional Quality which locate on different area of the coefficient of Satisfaction Distribution chart. Although these three items are not charm factor, business still can apply these three service to plan promotion or advertisement to provide diverse services in short term.
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