| Summary: | 碩士 === 國立高雄應用科技大學 === 工業工程與管理系碩士班 === 104 === The recent wireless information era, the communication is growing more and more sophisticated makes the people like to keep in touch anywhere and anytime. The current 4G era leading the dynamic changing of the customer makes it difficult to identify what the customer really wants for their satisfaction. This research aims to identify the priority in both customer and technical requirements to lead the improvement effort in developing the mobile phone by identifying the customer attributes and enhancing the important technical requirements based on the priority.
This research proposed an approach, the integration of the Kano Model and QFD for mobile phone development The two stages questionnaire in identifying the customer satisfaction and importance level is employed. In the first stage of the study, the customer satisfaction of each attribute is surveyed using a pair of functional and dysfunctional questions. Then, the House of Quality is built based on the 1-5 scale questionnaire and benchmarking calculation. 117 respondents who are the international students studying in Taiwan participated in this questionnaire.
The result of this research discovered the first priority of the recent customer attributes is the User Friendly at 8.46 out of ten in relative weight. The second, third and fourth priority of the customer attribute are battery life, high quality image and touch screen sensitivity at 8.22, 7.59, and 7.59 respectively. The two least priority of the customer attributes are the price and entertainment which are at 4.62 and 4.50 respectively. Therefore this research could provide the suggestion for bolstering the customer satisfaction, and improving the mobile phone.
Keywords: QFD, Kano model, customer satisfaction, technical requirements, and customer attribute
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