Using Kano and IPA to Investigate Education Service Quality： A University of Technology of Department of Industrial Management

• Main Authors: Wei-Yang Hsu, 許維揚
• Other Authors: 顧瑞祥
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/z92rvm

碩士 === 國立虎尾科技大學 === 工業工程與管理研究所 === 103 === In recent year, many countries subject to the impact of Sub-replacement fertility, caused many universities has recruit students problem. Our country also has this problem and according to the government agencies statistics that fertility has been declining, it makes enrollment more difficult. So, advantages creation and reduce disadvantages has become the key. To highlight advantages, reduce disadvantages, strengthen characteristics and improve education service quality, will become the focus of the school’s management. In this study, Importance-Performance Analysis and Kano’s two-dimensional quality model as research method. Investigating NFU of Department of Industrial Management for student of university and maser’ degree, 407 and 30, as survey respondents. Objective is to investigate the education service quality of key factors. By IPA and Kano cross-analysis result, the reason of declining satisfaction is that computer hardware, software incomplete, internet problem, curriculum theory and practice are different. So, to meet student need and reduce dissatisfaction, can invest more resources in this facet. Hope to provide a basis for improvement.