Dissertationen: „Service quality dimensions and Kano- model“

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Carlsson, Linnéa, und Elin Johansson. „Pålitlighetens påverkan till kundnöjdhet : En kvantitativ studie om hur konsumenter upplever pålitlighetens påverkan för nöjda kundupplevelser inom konsumentservice“. Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36228.

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Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier ha en varierande stabilitet. I följd av detta har vi utformat syftet: Syftet med vår studie är att skapa en ökad förståelse över servicekvalitetsdimensionen pålitlighet och dess bidragande faktor till nöjda kundupplevelser inom konsumentservice. Metod: Studien genomförs med ett deduktivt förhållningssätt med en kvantitativ forskningsmetod. Forskningsdesignen följer en tvärsnittsdesign på grund av studien, med utgångspunkt ska kunna utnyttja surveyundersökningar, det vill säga enkäter. Studiens resultat analyseras i SPSS, där det utförts en deskriptiv statistik och korrelationsanalys, samt i Excel där det genomförts olika sammanställningar av enkätsvaren. Detta följs av studiens egen analys, resultat, diskussion och slutsats. Resultat & Slutsats: Studiens resultat tyder på att servicedimensionen pålitlighet har ett positivt samband och inverkan på kundnöjdhet inom frisörbranschen. Samtidigt har konsumenters behov en betydelsefull inverkan på pålitlighet och kundnöjdhet, såsom upplevelse, pris och trygghet. Om dessa faktorer uppfylls av tjänsteutövaren kommer en positiv nivå av kundnöjdhet uppstå. Examensarbetets bidrag: Studien bidrar med ökad kunskap om servicekvalitets dimensionen pålitlighets påverkan till nöjda kundupplevelser inom frisörbranschen. Jämfört med tidigare studier som fokuserat på servicekvalitet i sin helhet riktat mot kundnöjdhet. I och med tidigare studiers helhetöversikt, kan denna studie ge en mer ingående beskrivning om en servicekvalitets dimension och dessutom nämna vilka parametrar som är av vikt vid uppfyllandet av kundnöjdhet. Förslag till fortsatt forskning: Studien påvisar avgränsningar genom att enbart rikta sig mot en kvalitetsdimension och frisörbranschen. Förslag till vidare forskning är att undersöka en annan dimension än pålitlighet för att se huruvida de kan bidra till nöjda kundupplevelser. Ett annat förslag kan vara att undersöka samma dimension med en annan bransch, för att se likheter och skillnader branscher sinsemellan.
Aim: Customer satisfaction occurs in different levels when a consumer makes a service purchase. The quality of service is important in the fulfilling of consumers needs and wishes. There are ten different dimensions of service quality, including reliability. However, reliability have been criticized in various occasions and depending on the industry. A previous research results have shown us that reliability doesn’t have a major impact on customer satisfaction, but other research has shown that there is an extensive impact. Reliability has a varying stability and therefore this study intends to investigate the following: The aim of this study is to create an increased understanding of the service quality dimension reliability and its attributes to customer satisfaction experience within consumer service. Method: The study is followed by a deductive approach from a quantitative research method. The research design follows by a cross-sectional design due the basis of being able to use surveys. The study’s results are analyzed in SPSS, such as descriptive statistic and correlation analysis. The study also used excel to do some various compilations of the survey responses. This is followed by the study’s own analysis, results, discussion, and conclusion. Result & Conclusion: The study’s results indicate that reliability has a positive relationship and an impact on customer satisfaction in the barber industry. At the same time, consumer requirement has a significant impact on reliability and customer satisfaction. These requirements are experience, price and comfort. If these factors are fulfilled by the service provider, a positive level of customer satisfaction will show. Contribution of the thesis: This study contributes an increased knowledge about reliabilities impact on customer satisfaction experience in the barber industry. Compared with previous research who has been focused on the service quality entirety impact for the customer satisfaction. With previous studies overall view, this study can provide a more detailed description on one service quality dimension and also mention which parameters that are important in fulfilling the customer satisfaction. Suggestions for future research: This study has limitations by focusing only on one quality dimension of the barber industry. Suggestions for further research are to examine another dimension, to see if they can contribute to better customer satisfaction experiences. Another suggestion might be to examine the same dimension in another industries, to see similarities and differences between industries.

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Liao, Tzu Chun, und 廖紫君. „Kano Two-Dimensional Model to Medical Service Quality Study of Radiotherapy“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/6dqkbg.

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Mao, Hsin-Yuan, und 毛新元. „Combining Kano Two-Dimensional Quality Model and PZB Model to Construct Service Quality Model for Mobile Payment“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/bx7v58.

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碩士
國立臺北科技大學
資訊與財金管理系
106
In order to find out the service demand that mobile payment service has a greater impact on consumers, the industry can be used as a business strategy to enhance the appeal of the service. This paper examines the key quality attributes of mobile payment services through focus group interviews and Kano two-dimensional quality model and PZB service quality gap. After constructing the action payment service quality model, it sorts the importance and finds the service items that need to be urgently improved or added. This article reviews the evolution of action payments compiled by scholars in the past, and cuts into the survey of service quality from the perspective of consumers. Focus group interviews can guide users to propose effective and broad-based needs based on their past experience and external communication of products, and add or replace the original model facets with service quality facets that have not been excavated in the past. In the course of this interview, the “convenience” facet was found to be a service quality facet that was not adopted by PZB but was in line with current mobile payments. Most users think that it is better to have a third-party payment function for mobile payments. The results show that the operator should improve costs by shifting to quality of service factors with higher consumer satisfaction and dissatisfaction factors. Give priority to how to reduce customer dissatisfaction, and then consider improving satisfaction.

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KUNG, SIH-YUN, und 龔思芸. „Application of Kano Two Dimensional Quality Model for The Service Quality of Retail Industry“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/c8jnk8.

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碩士
輔仁大學
統計資訊學系應用統計碩士在職專班
107
Whether it is a retail business with physical or physical storefronts, it is necessary to provide customer-related customer service. In the future, service will be a differentiated element for each company to gain competitive advantage. This study collects and organizes the literature on the quality of service in the supermarket retail channel, and finds out the customers service quality requirements for the relevant channels. The Kano two-dimensional quality model is used to convert the demand items of the customer questionnaire into two-dimensional quality elements. It also analyzes the key quality factor items of supermarket retail service quality, and proposes improvement and action plans for key quality factor projects. The analysis of the survey results found that there were 11 elements of fascinating quality. For quality of service requirements, this study QFD technology to establish an effective quality improvement programs of action, entered into an improvement priorities.

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Cheng, Ying-Chieh, und 鄭英傑. „A Study of Kano Two Dimensional Model on the THSR Service Quality“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/95102788107440375034.

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碩士
輔仁大學
餐旅管理學系碩士班
96
Like other advanced countries have HSR work, Taiwan HSR runs in November of 2006. In April of 2008 HSR has transported over 2,300,000 passengers. THSR provides more diversity and convenient of services and shortens the distance between the north and the south. It brings some benefits like “One-day living circle”. It also develops international sightseeing into new view. This research adopted the Parasuraman,Zeithaml and Berry service quality model and Cavana, Corbett’s and Lo’s questionnaires to develop the questionnaires of this research. Then, use it to monitor the service quality elements of THSR. The Kano’s model was used to classify the service quality elements into five groups. The main subject is the customers who travel by THSR. In concrete terms, the purpose of this research is to analyze the customers’perceived service quality. A questionnaire-survey is designed to the customers of THSR. Nonrandom convenience sampling was used to collect data. This research delivered 710 questionnaires and out of which 700 samples were retrieved. There were 682 valid samples. SPSS12.0 is used to perform data analysis. The results of this study revealed different customers cognition for service quality. The study classifies the elements of the service quality of THSR by Kano’s model. 1.Among 36 quality elements discussed, there are 15 one dimensional quality elements, 14 must-be quality elements, 4 attractive quality elements, 3 indifferent quality elements, and 0 reverse ones. 2.Among demographic variance, various customer groups have significantly different options about some of the quality elements. The results will provide THSR managers as a reference for improving service quality and researchers the further study suggestions. Keyword：THSR, Service Quality, Kano’s Model

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Liu, Chia-Fang, und 劉佳芳. „Service Quality Performance Study by Fuzzy Linguistic Integrating, OWA and Kano Two-dimension Quality Model“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/04859108508278827078.

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碩士
中華大學
工業管理學系碩士班
99
With the changes in the environment and competition among market, organizations will confront more challenges. Therefore, organizations are bound to introspect the past performances and stimulate the future. Implementing performance evaluation is not only to help organizations understand the operation of the current situation, but also to review the execution of strategy is meeting customer or not, and to be aware of the effect of using of limited resources. The previous questionnaire design done on performance evaluation mostly conducts Likert scale. However, scale approach can not precisely reflect human mentality as well as human feeling is fuzzy and uncertainly considering that feeling cannot be divided into pieces. Few of performance evaluation ways take into voice of customers to assess performance, and some of the process of performance evaluation method is complicated, and on determining the weights is more subjective. As a consequence, interval linguistic variable is able to help the expression of evaluator because the interval between two adjacent linguistic variables is more relevant to human mentality and feeling character. The two-dimensional model proposed by a Japanese scholar Noriaki Kano in 1984 was the most representative model on researching the character of customer needs. Kano two-dimensional quality model has shown to be the most beneficial tool to analyze customer need due to its simple and clear classification on different customer needs. The ordered weighted averaging (OWA) operator can be regards as providing an aggregation between the Min (and) and the Max (or). When integrating, OWA operator takes correlation between variables’ position and weights in account, and the related weights could be determined by different methods proposed from different scholars. Therefore, on determining the weights, OWA weights have more objectivity than subjective judgments. Thus, this study uses interval linguistic variables to design done on evaluation questionnaire, and uses Kano positive and negative questionnaire to design done on customer feeling questionnaire. After returning questionnaires, calculate evaluation value and sum up Kano quality classification, and then integrate the two types of questionnaires, then using to maximize the entropy of OWA relevant weights determination methods to obtain the relevant weights of integration, and finally, integrate values by OWA operator. It is for constructing the performance evaluation model which takes into account customers’ voice, moreover, to verify the feasibility of case in order to expect this model could provide organizations as a reference for implementing performance evaluation.

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Liao, Hsueh-Ching, und 廖雪靜. „Integrating Kano Two-Dimensional Quality Model And Quality Function Deployment Into The Study Of Kentucky Service Quality“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/k3u3n3.

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碩士
國立虎尾科技大學
工業工程與管理研究所在職專班
102
Abstract Amid society changing, service industry has taken the helm in Taiwan. As the service industry offers services to people, many fast-food store owners provide high quality and quick service to promote the competitiveness. The most important issue of Kentucky Fried Chicken fast-food (KFC) is to meet the expected demand of customers. In this study, we adopts SERVQUAL scale as a basis to design 25 items of the questionnaires to explore the customers'' viewpoints on KFC. Through integration of the Kano model and IPA test items, we investigated the most attractive factors to customers from 25 service quality items of KFC. Also, we sorted all KFC services by features and the indicators of satisfaction / dissatisfaction in order to promote customer satisfaction and KFC’s competitiveness. In this research, we found 13 service quality items were advantageous, 2 items needed KFC to be improved. Moreover aims at the Kano two-dimension model, the 13 service quality items from 25 items had to be attentive by KFC. Among these 13 items included 6 one-dimensional quality elements and 7 items must-be quality elements, the above gives reference and helps KFC improve the direction of service quality. On perspectives of customers in Quality Function Deployment (QFD) , KFC should be a priority to improve the customer service training and brand planning in order to improve service quality and thus enhance customer satisfaction.

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Liao, Shuju, und 廖淑如. „Applied Kano two-dimensional quality model for theme food and beverage service system“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/dn45r2.

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碩士
輔仁大學
企業管理學系管理學碩士在職專班
100
This study integrates the Kano two-dimensional quality model and quality function deployment (QFD) to construct a systematic mechanism for food and beverage service planning and improvement. This study adopts a three stage research framework: 1.Surveying food and beverage service needs, 2.Extracting key quality factors for food and beverage service, 3.Proposing methods for improving food and beverage service. Based on the results of this research the most five important action plans are personal professional skills and knowledge, increasing the visibility of restaurant advertising, providing immediate feedback to customers, standardizing quality of ingredient purchasing, and improving time efficiency of meal preparation.

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CHEN, WEI-SHUAN, und 陳韋璇. „A Study of Kano Two-Dimensional Model on Parent-kid Restaurant Service Quality“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/m676va.

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碩士
輔仁大學
兒童與家庭學系碩士班
106
This research is based on the KANO two-dimensional model, taking the parents of public kindergartens in the Greater Taipei area as the research object, and through the literature review and the revised self-made scale of the experts to conduct a questionnaire survey to explore the environment and meal of the paternity restaurant customers. Services and perceptions of the four facets, and then using the quadrant map formed by the customer satisfaction coefficient to find out the improvement of service quality of parent-child restaurant operators Basis and reference. A total of 480 questionnaires were sent out, 391 questionnaires were returned, and 300 valid questionnaires. The effective questionnaire recovery rate was 63%. The results of this study show that among the 38 service quality attributes of the parent-child restaurant, there are 17 items of glamour quality, 19 items of one-dimensional quality, and 2 items of no difference quality. According to the analysis of the quadrant map of the customer satisfaction coefficient matrix, we found that the quality of the parent-child restaurant service items, a total of ten to continue to maintain the district, eleven for the concentrated development zone, if the industry can contribute to the development of this service quality, it will be able to effectively improve Customer satisfaction and increase the number of guests.

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Shih, Sin-Chun, und 施心純. „A Study of Kano Two-Dimensional Model on Mobile Phone Distribution Service Quality“. Thesis, 2007. http://ndltd.ncl.edu.tw/handle/79590313177934872361.

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碩士
立德管理學院
工業管理研究所
95
The competition of mobile phone market of Taiwan is fierce in recent years. After combining in a few years, division among specialized departments of midstream and downstream had been formed gradually. However, system trader and agent have their own selling plan and service for retailers. Service provided by retailer for customers are then affected and form great difference among each others. We consult relevant literatures and interview mobile phone retailer to understand the problems between agents and retailers. Kano two-dimentional quality model is then used to design the questionnaire and help us to see what the problems are. Satisfaction index of quality is used to show which services provided by agents could increase or decrease satisfaction of retailer. Results show significant difference between retailers with different attributes, and satisfaction index of quality provides several important service factors to help agent improve the service quality for retailers.

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Tian, Syuan-Sin, und 田玄炘. „The Application of Kano Two-Dimensional Quality Model and Importance-Performance Analysis on Curtain Service Model“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/53845010805088264380.

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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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Lin, Chia-Ning, und 林佳寧. „A study of KANO two-dimensional model on bed-and-breakfast industries' service quality“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/95762871609347211034.

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碩士
中原大學
國際經營與貿易研究所
100
With customers’ increasing high degree of attention for service quality, whether industry service and quality can satisfy customer’s demand, has become a major issue in the industry. In recent years, the government has been promoting tourism activities, this creates a number of related industries to flourish, B&;B (Bed-and-Breakfast) is one of the links. B&;B in Taiwan not only provides visitors a place to stay overnight, but also combines a wealth of local ecological culture, and thus forms the leisure attractions. Due to B&;B focuses on the interaction between people, so the B&;B owners must understand and improve the views and feelings of the customers on the quality of B&;B service, therefore get access to customers satisfaction and profit. The purpose of this study is through empirical research and analysis to understand what customers’ general feeling toward the current Taiwan B&;B is. By distributing the questionnaires, and aiming on the relationship and effect between B&;B’s overall service quality and five dimensions (reliability, responsiveness, assurance, empathy, and tangibles) with customer satisfaction, the analysis and the discussion were implemented; further, by two-dimensional model, the service quality items are classified as attractive quality, must-be quality, one-dimensional quality, indifferential quality and reverse quality, namely the five quality elements, thus the meaning of the various service quality elements for customers can be more confirmed, and the results can be provided to the B&;B industry as the future management and marketing purposes.The main object of this study is the customers who stayed in Taiwan’s B&;B for the recent two years, and utilize both paper and online questionnaire survey to collect 300 samples. The study adopted Structual Equation Model (SEM) to understand the relationship between all variables, and also applied Kano’s two-dimensional model to classify each quality item. The finding of this study is: there is positive relationship among B&;B service quality and customer satisfaction; there is positive relationship among five dimensions (reliability, responsiveness, assurance, empathy, intangible) of service quality and customer satisfaction, except responsiveness and assurance. And the attributes of two-dimensional, including 8 items in attractive quality element, 10 items in one-dimensional quality element, 3 items in must-be quality element, 1 item in indifferential quality element. Because of it was seldom to research B&;B service quality by two-dimensional model, so the results in this research are really hope to give manager to use in management and marketing strategy.

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Chen, Chun-Yuan, und 陳俊元. „A study of Kano Two-Dimensional Model on Smart Phone Service Quality and Satisfaction“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/48151006356989236173.

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碩士
康寧大學
生產事業管理研究所
100
In this study, Kano two-dimensional quality model was adopted to analyze and explore the mobile phone users’ opinions of the various quality characteristics of smart phones, which shall serve as a reference for mobile phone companies in their business undertakings and the enhancement of their service quality. In addition, through the differences displayed by the smart phone users, different service needs were found to enhance the smart phone users’ satisfaction. The research design covered five dimensions, and 38 question items were included in the questionnaire design. The questionnaire survey was conducted by distributing the questionnaires to the general public in Taiwan. A total of 350 questionnaire copies were distributed, and 342 copies were recovered, accounting for the recovery rate of 98%. Of which, 289 copies were valid questionnaires. Sample structural analysis, Kano quality element classification, ANOVA test, Pearson correlation analysis, and so on were subsequently conducted. The results are as follows: 1.The results show that among the 38 quality elements, 10 were essential quality elements, 15 were quality elements without differences, and 13 were one-dimension quality elements. 2.In the hypothesis testing of different demographic variables, the smart phone service quality needs showed significant differences. 3.In the element distribution map of the quality improvement indicator analysis, the items in the first quadrant greatly enhanced the smart phone users’ satisfaction and the elimination of dissatisfaction. Therefore, the implementation of these items must be prioritized. Mobile phone companies should also render more efforts in strengthening the improvement of these elements. Key words：Service Quality, The Kano two-dimensional quality model, Satisfaction, Smart Phone.

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Lee, Siu Meng, und 李兆敏. „A Study Of Service Quality Of Hotel Websites By Using Kano Two-Dimensional Model“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/01059716383898337656.

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碩士
輔仁大學
企業管理學系管理學碩士班
100
There is an increase of Chinese people traveling. Many hotels in different regions or countries target Chinese tourists as their major customers. In addition, the current trend in the hotel industry appears to shift more resources to the use of the Internet when interacting with and promoting to customers. Emphasizing the service quality of hotel websites becomes important. Traditional ideas used one-dimensional method to measure quality attributes and customer satisfaction. However, quality attributes and customer satisfaction are not always in one-dimensional relationship. Customer satisfaction is not always proportional to how fully functional the service is. With the help of Kano two-dimensional method, customers’ ideas of quality are made clear. Kano model is used to investigate the quality attributes of hotel websites required by Chinese people. A model of 9 dimensions, which develop 38 measuring components, is constructed. The results show that there are 12 must-be quality attributes, 14 one-dimensional quality attributes, 11 attractive quality attributes and 1 indifferent quality attribute in the hotel websites. Hotel managers should focus more on incubative dimension before a website is launched. The majority of elements in the active dimension can be developed and maintained when the website is in use. Managers may realize what dimensions of quality service should be focused on as at different stages of launching websites.

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Liu, Chun-Hung, und 劉郡宏. „A Study of Kano Two-Dimensional Model on Senior Housing Service Quality in Taiwan“. Thesis, 2009. http://ndltd.ncl.edu.tw/handle/36642002114163785407.

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碩士
長榮大學
土地管理與開發研究所
97
Population aging has become a global phenomenon in the recent years. Taiwan has also been a venerable aged society. The life styles of the elderly have changed due to the changes of society. The governments should encourage the private sectors to build senior housing to respond population aging in Taiwan. This research applies the Kano model to categorize service qualities of three senior housing: Yangming Senior Citizen Apartment, Tainan elder family and Senior Citizens'' Apartments of Kaohsiung County. The service qualities have been categorized into attractive quality element, one-dimensional quality element, must-be quality element, indifferent quality element and reverse quality element. The results have summarized as follows: those elements which are “food diversification”, “adequate medical devices” and “shopping accompaniment” would enhance satisfaction. Professional nursing staff and social workers should be employed to care elderly. “Transportation convenience” and “government subsidy” would enhance the residential willingness. In addition, the residents in Yangming Senior Citizen Apartment give more weight on “servant manners” elements, and those in Tainan elder family and Senior Citizens'' Apartments of Kaohsiung County prefer “environments and devices” to other elements. Finally, based on the results of depth interview, senior housing managers suggest that the definitions of “senior housing”, “senior apartment”, and “nursing home” need to be classified clearly. The authorities should work out relevant policy to mediate residential demand in senior housing. Moreover, community care might be a main stream for elderly care.

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juang, hau-shiang, und 莊皓翔. „Application of Kano Two-Dimensional Quality Model and Quality Function Deployment for the Service Quality of the Gas Industry“. Thesis, 2010. http://ndltd.ncl.edu.tw/handle/39971342463812507227.

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碩士
華梵大學
工業工程與經營資訊學系碩士班
98
In recent years, Taiwan has finally joined the ranks of developed nations with the changing of the times. Numerous state-owned businesses have followed the global trend of privatization. The natural gas industry commands resources that are intricately related to the general public’s basic livelihood and Taiwan’s economic development. The natural resource needs to be made available to consumers at all times and at reasonable prices without location restrictions. As such, competent government agencies have implemented many reforms and relevant measures to ensure a just and reasonable market scheme that would result in more extensive usage of natural gas in recent years. The objective of this research is to examine the current status of a natural gas company’s service quality and feasible solutions for effective improvement. In this research, we have chosen the quality function deployment technique to conduct an empirical study to ensure that local natural gas companies are able to deliver service qualities that could satisfy customers' demands. In addition, we have also incorporated techniques such as AHP, Importance - Satisfaction Model and Kano Two Dimension Model to determine the target natural gas company's Kano attribute classification and compute the relative weighting of various customer demands in a HOQ. We will also discuss the quality items that require immediate improvement in the four-quadrant diagram. Results of the study revealed the ranking of the top five quality elements: 1. Employee management(F1) ; 2.Handling of customer inquiries(H3) ; 3. Employee training(F2) ; 4. Employee review(F3) and 5.Routine implementation of customer satisfaction survey(G6).

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Liao, Chun-Chih, und 廖春枝. „Using an integrated Kano two-dimensional quality model and Quality Function Deployment to evaluate the Service Quality of online shopping“. Thesis, 2010. http://ndltd.ncl.edu.tw/handle/44342874929341889253.

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碩士
國立勤益科技大學
工業工程與管理系
98
Due to the prevailing of internet, it transforms the type of service. The traditional service evaluations for service persons are not suitable for nowadays. The service provides invisible products. The requirement and anticipation of customers need to be investigated. Service after sales requires the contact of the costumers and service persons and it needs to be done in a short time. So, it demands the higher integration ability the manufacture industry.Quality Function Deployment (QFD) is an analysis tool for planning, communicating and integrating for crossing departments. Kano Two-Dimension Model will be helpful to promote the costumers， satisfaction and the value of the product. This research is the utilization two-dimensional quality analysis pattern grasps the external customer demand the influencing characteristic, and penetrates the quality function to launch the method to transform it the key point which must strengthen for the interior, inferior is helpful to the service quality and the customer degree of satisfaction promotion.

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HSIEH, HSIN-LING, und 謝欣玲. „The Study on Key Factors of Service Quality for Social E-commerce by the Kano Two-Dimensional Quality Model“. Thesis, 2017. http://ndltd.ncl.edu.tw/handle/e7f9ub.

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碩士
明志科技大學
工業工程與管理系碩士班
105
In recent years, the rise of social media drives business opportunities. Through the power of the social media to create a type of consumption ─Group-buying. However, most of the e-commerce of social media lack of systematic logistics, financial flows and information flow, they need to spend lots of time processing by human. This study is explored the economy of the closed- social- medial of fan groups. The closed- social- medial of fan groups likes the e-commerce type of C2C, seller on the closed- social- medial of fan groups have to own business and attract customers by themselves, it is like the traditional shopping. In addition, consumers can get low price on the fan groups because the price is not public and using manual work to reduce the cost. The economy of the fans group is underground economy, it’s just like the night market, it is not easy to show the data of benefits and tax collection. The culture had formed gradually and the member had increased sharply. It is necessary to be explored and planning. Based on the analysis of the current situation, we proposed three planning models: Set up the Integration model about the channel and stock. Set up the Integration model about the order of the suppler and the consumer. To analyze the logistics, financial flows and information flow. This study compares As-I and To-Be with respect to these three parts respectively, and puts forward the corresponding planning and suggestions. This study also developed a preliminary version of the Web and APP up to the community buy platform for testing and validation results. This study according to the D&M IS success Model, which is the three service levels of system quality, information quality and service quality. Then use the Kano two-dimensional service model to survey user satisfaction.

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WANG, ROU, und 王. 柔. „A study on service quality of inclusive playgrounds in New Taipei City based on KANO Two-Dimensional Quality Model“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/3kpcbn.

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碩士
中華大學
科技管理學系
107
In the past, the design of a playground focuses too much on safety issue so that many plastic facilities appeared. They can neither attract children of different ages and abilities to get involved in the game nor satisfy the needs of different movements. Also, they limit the social interaction between children. Therefore, it is very important to design a fully equipped playground and to benefit the quality of playing for kids. This way, it can practice Article 31 of UN Convention on the Rights of the Child at the same time. 　　When children perform activities in the playground outdoors, caregivers and children will stay in the same area to enjoy themselves. Besides, the population density in Taiwan is very high, these playgrounds are also the major leisure area for elderly. Therefore, it is even more important to think about how to build a fun space for people of all ages. 　　New Taipei City started to promote the reform plan in 2017, but after the transformation of some playgrounds, there were still many problems. Thus, this study used a survey method to analyze the service quality of inclusive playgrounds according to actual users, and this study applied KANO Two-Dimensional Quality Model to classify each quality item. To understand more about the factors of user satisfaction and to find a resolution in order is a must-do. The goal of this study is to provide suggestions to rebuild inclusive playgrounds in New Taipei City. 　　Online questionnaires were disturbed in December 2018, and 503 questionnaires were responded. The result shows that the One-Dimensional includes” the regular maintenance of the good environment” and “the sense of safety when playing in playgrounds”. The sufficient service there is the higher satisfaction it gets. The attractive quality includes” the appealing look of a playground” and “one gets to use the facility of expectation”. When the service is sufficient, it makes people feel that it is beyond their expectations, and it certainly raise their satisfaction. A further analysis of satisfaction coefficient is shown in the full content of this study. 　　According to the result, a further analysis of the top five factors about raising satisfaction are “clean environment”, “more than five kinds of facilities”, “the design matches the needs of users”, “add more facilities which are combined with natural ecology”, and “inclusive playgrounds provide people of different ages and abilities to have fun together”. Finally, the suggestions to the government department will be “joint activities for people of all ages”, “multiple usage of each facility”, “multiple facilities in one playground”, “natural environment and facilities can be artfully combined”.

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Hung, Chien-Hsiang, und 洪千翔. „A Study of Using Kano Two-Dimensional Model on the Innovation Service Quality of Taiwan’s Airports“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/30274215660985771594.

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碩士
輔仁大學
餐旅管理學系碩士班
104
The airport is the first place for visitors who arrive. This is also a façade of the country. The quality of the airport service affects the country's image for the passenger. The subject for this study was airport visitors who had been to the airport in last two years. The aim of this study was to explore the needs of innovative service preferences to Taiwan Airport. The questionnaire was modified by the previous scales from the literature review, and evaluated by expert validity interviews. A convenient sampling survey was used for data collection. The total of 380 questionnaires was 362 valid questionnaires, and the effective response rate was 95%. Data was analyzed by Noriaki Kano Model for airport services for passengers preferences into the charm, one-dimensional, two-dimensional, must-be and reversal of qualities. The findings showed that passenger service innovation for pluralism and tourism planning services in relation to the high quality of favorite and the majority of its charm. However, there is no significant difference in the variables of green airport and multi-cultural services. This study was expected to provide the results to Taiwan airport which could be a reference for the future administration and management and follow-up research.

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盧右梅. „Applying IPA and Kano two-dimensional quality model in evaluating service quality requirements of passengers of Taiwan High Speed Rail“. Thesis, 2009. http://ndltd.ncl.edu.tw/handle/82536579813752556774.

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碩士
國立彰化師範大學
企業管理學系
97
Since Taiwan High Speed Rail (THSR) joins the market, different transportation companies depending on their business characteristics have their own strengths and weaknesses. Besides, the passengers have a wide variety of choices in transportation. Therefore, service quality and satisfaction are essentially important. For this reason, the research mainly lies in applying importance-performance analysis to identify the major strength and weakness service quality attributes of passengers’ perception based on SERVQUAL construct. Moreover, this study exercises Kano two-dimensional model to classify the service quality and incorporates perceived importance-performance analysis (P-IPA) that was proposed and developed based upon IPA to analyze the service performance and to segment the competitive advantages and weaknesses markets. The results can provide insights for THSR Company to make different strategies for different markets. According to P-IPA, twelve of twenty-six service quality attributes with both high importance and performance can be viewed as major strengths, while three of them are the attributes with high importance but low performance required for immediate improvement. On the basis of Kano model analysis, there are no attractive quality items to competitive advantage segmentation, but there is one attractive quality element to butterflies. For barnacles, there are five attractive quality items. In the competitive weaknesses segmentation, most of the service quality items need to be improved immediately. Only the 12th item and the 26th item don’t belong to must-be quality items. However, the 26th item, which is indispensable to true friends, needs to be modified for decreasing the customers’ dissatisfaction. Keywords: importance-performance analysis, transportation service quality,Kano Two-dimensional Model, Kano-CKM, high speed rail

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CHENG, YI-SHAN, und 鄭伊珊. „A Study of Kano Two-Dimensional Model on Social Well-care's Food Service Quality in Taipei County“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/21480600020765132442.

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碩士
輔仁大學
餐旅管理學系碩士班
101
With the progress of our society and the changes of the aging population, the growing of Well-care’s organization market seems to be an unstoppable trend, but there are only few researches related to mature customers especialy in food service. Therefore, improving the quality of food service and the satisfaction of the customers has been the critical issue. The subjects of this study are 13 Well-care’s organizations in Taipei Country.Consulting "Kano quality model of two-dimensional approach”, thisresearch explores customer’s potential perception toward quality, serviceclassification, and the key point of service quality. Moreover, this study utilizes "factor analysis of customer satisfaction" as a reference for quality improvement. The research found that among 40 items among service quality of the residents in Taipei Country, there are 2 items among Attractive Quality, 4 among One-dimensional Quality, 7 Must-be Quality,27 Indifferent Quality. Moreover, according to the analysis matrix of customer satisfaction, the service quality of 11 respondents happened to be the key points of the Well-care’s organization. Results of this study may provide reference for the managers of the Well care’s organizations, and apply to the enhancement of service quality so that both customer satisfaction and competitive advantage can be promoted.

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Tsai, Chi Tung, und 蔡啟東. „Using Kano Two-Dimensional Quality Model to Explore the Service Quality of Tourism Factory－An Example of Chihshang Township Farmers' Association“. Thesis, 2017. http://ndltd.ncl.edu.tw/handle/9cc2nj.

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碩士
國立屏東科技大學
熱帶農業暨國際合作系
105
As living standards continues to improve, the demand for enterprises shifted from providing quality products in the past, to placing high value on whether or not it provides fine service quality. In the era that product homogeneity is so great, how to create service differentiation will become a key factor to the enterprise’s success. Regarding to service quality, Noriaki Kano has proposed more innovated thoughts, discovering consumer’s attitude is no longer in a one dimensional form but entering a two dimensional form. The two dimensional quality model that he came up with in 1984 has been widely applied to the classification of consumer satisfaction features. It’s main principle is based on between “efficiency of services or products” and “consumer satisfaction” doesn’t always follow the linear and symmetry relation, but a presence with much more different correlations. Since the founding of the Chih-Shang farmers’ association in 1946, it has constantly assisted the popularization of Chih-Shang agricultural produce, encourage the development of local agriculture, and assist farmers and enterprises with sustainable development. Therefore, this study chooses the Chih-Shang farmers’ association’s rice tourism factory as a case study, using Kano’s two dimensional quality model to discuss consumer’s understanding towards service quality and to further realize consumer’s actual demands. To research the Chih-Shang farmers’ association’s rice tourism factory pursues high consumer satisfaction at the same time we have to recognize the degree of consumer satisfaction will be affected by those particular reasons (Meaning product or service quality management). Research results indicate consumer’s classification of Chih-Shang farmers’ association’s rice tourism factory’s service quality, one-dimensional quality accounts for 22.5％ and must-be quality accounts for 77.5％.The classification doesn’t include ‘indifferent quality’ , ‘reverse quality’, and ‘attractive quality’, but classification of quality attributes based on tourists basic information, we can still discover some of the indicators being attractive qualities to certain groups. And according to Kano’s quality improvement index, first to direct efforts to “ the quiet environment of the tourism factory”, “ the environment of Mother Tian’s restaurant”, “the local agricultural produce cuisines provided by Mother Tian’s restaurant”, “ the rich and variety of exhibitions in the exhibition hall”, “the sanitary environment of the marketplace”, “service personnel can patiently answer questions that consumers have ” , and “service personnel always have a smile on their faces and have a good attitude ” these eight problems that are in quadrant one and draw up potential solutions.

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WANG, JOU-HUI, und 王柔惠. „Study on quality of the service provided by local vegan and vegetarian buffet restaurant using the Kano two-dimensional quality model“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/z7thfr.

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碩士
國立體育大學
休閒產業經營學系
106
In recent years, there have been more European-style vegan and vegetarian restaurants in Taiwan. Thus the market is growing to become and more competitive. The restaurants introduce a wide range of innovative vegan and vegetarian dishes, ranging from side dishes to the main and even extends out to desserts and beverages. The purpose of this study is to explore the quality of the service provided by local vegan and vegetarian buffet restaurant in such competitive market using the Kano two-dimensional quality model. We will explore how can we make customers feel that the service is value for money, meeting their demands, and how to provide excellent service, to enhance customers willingness to visit again. This then provides marketing strategies for restaurant operators to develop their business further. The results of the study show that of 20 factors about service quality and they were further classified as "Attractive Quality". 9 factors were categorized as the "One-Dimensional Quality," seven were classified as "Indifferent Quality," two were classified as "Reverse Quality." Amongst the 20 factors, none were listed as "Must-be Quality." These factors were then further analyzed through the Chi-square test based on gender, age, occupation, vegetarianism, religious beliefs. The result shows that, apart from gender, the demographic variables were significantly different from those of several of the service quality factors.

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Li, Guan-Wei, und 李冠緯. „Using The Kano Two-dimensional Model of The Convenience Store Service Quality and Customer Satisfaction in Metropolitan City“. Thesis, 2009. http://ndltd.ncl.edu.tw/handle/q3jwpz.

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碩士
國立虎尾科技大學
工業工程與管理研究所
97
Abstract In strengthen the modern life of convenient and efficiency, the convenience store adheres to customer-based orientation, offer an 24 hours to consumers, the convenient environment of looking after meticulously is the supreme mission. For this reason, utilize various marketing strategies to serve customer, in order to strive for more consumers'' approval and customer''s loyalty of promotion. This research integrating Kano two-dimension quality model and Import-Performance Analysis into Taipei city convenience store service quality and customer satisfaction, different from the traditional way. Our result shows that the service quality overwhelming majority offered in convenience store service belonged to the must-be quality (M), especially the Dissatisfaction Decrement Index (DDI) appears on the low side, in other words, customer feel significantly unsatisfactory with the convenience store service quality. As expected, there is very large improvement space in the convenience store to increase the customers’ satisfaction toward the service quality.

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CHEN, SHIH-TSE, und 陳世澤. „Application of Kano Two Dimensional Quality Model for Medical Device After Sale Service -A Case Study for P Company“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/p52ad5.

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碩士
國立高雄應用科技大學
企業管理系碩士在職專班
106
ABSTRACT P Company is a leading health technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. P Company leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. The company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care. The research is conducted by two perspectives: 1.The attribute analysis of after-sales service at the present stage 2.The development strategy for management team in future. The attribute analysis of after-sales service is used Kano two-dimensional quality model to evaluate customer's experience and demand at the current stage to strengthen and promote customer`s satisfaction for P Company and to research development strategy for management team in the future. Through interview the personnel responsible for the business of the P Company, and use SWOT analysis of the competitive strategy, as a company's business strategy for recommendations. The results of this study can also provide related medical industries for reference in Taiwan. Keywords: medical instrument; Kano two-dimensional quality; SWOT analysis; competitive strategy

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Ping, Chen Jui, und 陳瑞平. „A Study of Kano Two-Dimensional Model on social welfcare quality in Changhua County and residents’ perceptions on the importance of service quality“. Thesis, 2005. http://ndltd.ncl.edu.tw/handle/50487940771318548960.

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碩士
大葉大學
國際企業管理學系碩士在職專班
93
ABSTRACT The increasing elevated living standards and average education level have helped people be more aware of the importance of the knowledge of elderly living and daily care, which also helps create a demand for better service quality provided by social welfare centers. Nowadays many social welfare centers are seriously focusing on building up an algorithm for evaluating their service and content quality in order to fulfill the demands from customer also to strengthen their corporate image and overall quality. This study conducted three surveys based on related references and Kano two-dimension quality model. First, a survey form is designed, called “Survey of service quality provided by Nursing Organization and quality requirement desired by residents”, which it consists with nine categories and 39 elements of service quality. The nine categories include environment and equipment/facility, comfortless and cleanness, staff attitude, nursing care, doctoral care, foods, living expense, religion belief, and service performance. Second, a second survey form was designed based on Kano two-dimensional quality model. Its target candidates are staffs at social welfare centers and general residents. This survey aims to study the difference of perceived importance on service quality required by general residents and results conducted by Kano two-dimensional quality model. Third, a study of correlation between the perceived service quality from general residents and staff/employees in the social welfare centers, which can become an important reference for social welfare centers for improving their service quality. Research Results: 1. The definitions of quality sufficiency and insufficiency perceived by each surveyed group differ significantly between each other. 2. In general, each surveyed group weights and prefers the importance of service quality conducted by social welfare centers differently. 3. A considerable correlation exists between the result of Kano Two-Dimensional Model quality study and the perceived service quality offered by Social Welfare Care organizations. Keywords:Kano Two-Dimensional Model、social welfcare、importance of service quality

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Chen, Yu-Cheng, und 陳裕承. „Using Kano Two-Dimensional Quality Model to Explore the Service Quality of Farmer’s Association Distillery－An Example of Wu-Feng Farmer’s Association Distillery“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/648pnf.

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碩士
亞洲大學
國際企業學系碩士在職專班
104
This study uses Kano two-dimensional quality model to analyze and categorize the service quality of Wu-Feng farmer’s association distillery in Taichung city. Customer satisfaction coefficient is then applied to evaluate and identify the key service quality attributes in Wu-Feng farmer’s association distiller. The results of this study found that there are 10 key service quality attributes that are attractive quality items. The results of this study can be used as a reference for improving service quality of Wu-Feng farmer’s association distillery and other related industries.

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LAI, HUNG-CHIH, und 賴泓志. „Study on Improving Satisfaction of Service Quality Index of Community Pharmacy Administration in Southern Area of Taichung by Kano Two-Dimensional Quality Model“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/z2749z.

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碩士
嘉南藥理大學
藥學系
107
In Taiwan, due to the implementation of universal health insurance, the pharmaceutical industry is more clarified. Patients are brought to the Health Insurance Pharmacy Bureau after taking the prescriptions in the medical institutions. Through the procedures of professional pharmacist adjustment and configuration, patients can be more closely checked when they receive the drugs. , enabling the community pharmacy to play a fundamental but important role in the overall medical architecture. The implementation of the pharmaceutical industry has also made the community pharmacy more mature in the past decade. Due to market competition, Taiwan's community pharmacy operations need to continuously improve the relationship between pharmacy and patients and customers with strategies to continuously improve service quality and improve service satisfaction, so as to enhance customer loyalty and profitability of community pharmacies. rate. For the pharmacy profession and service quality part, this study uses the Kano model and the PZB service quality table to discuss the key service quality attributes of the community pharmacy, classify the services of the community pharmacy according to the two-dimensional quality characteristics, and calculate the provided The Satisfaction Increment Index (SII) and the Dissatisfaction Decrement Index (DDI) enable the community pharmacy to clearly understand the Voice of the Customer (VOC) and become closer to Customer needs. The results of this study show that the customers of the community pharmacy in Southern District of Taichung City are mostly non-first-time visitors (old customers), and the proportion of women is slightly larger. The age group is mainly customers between 21-50 years old, and the education level is university. The majority of the junior college degree, the average monthly income is 2-4 million, the source of prescriptions is mainly based on grassroots institutions, and most of them are general prescriptions. This study found that the top three items of the Charisma Quality Importance Index (r) of the Southern District Community Pharmacy in Taichung City are: 1. Service personnel do not force sales of goods when they sell, 2. The pharmacist has the ability to have a field of expertise, 3. Pharmacists can provide medication knowledge and medication safety. The first three items of the Glamour Quality Satisfaction Index (α) are: 1. Provide spacious and comfortable merchandise display walkways, 2. The service personnel provide individualized services for the customer, 3. Provide business hours that meet customer needs. For service quality elements.

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Chen, Kai-xiang, und 陳凱祥. „A Study on Classification of Service Quality Attribute Regarding Elementary School Administration—A Framework Based on Kano Two-Dimensional Model“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/34423464228184407209.

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碩士
國立臺南大學
教管所教育行政碩士班
96
‘Quality’ has been an overwhelmingly discussed topic and pursued goal at many enterprises as well as educational institutions. Particularly at the time of management effectiveness when schools face the critical problem of diminishing birth rate, it is necessary for school directors to know attributes of administrative service quality and then offer appropriate service to satisfy teachers in order to enhance schools’ competitiveness. Based on Kano’s Two-Dimensional Model, this study was designed to properly classify the attributes of service quality regarding elementary school administration. Moreover through in-depth exploration and practical application of the attributes, the researcher sought solutions to problems that often discourage teachers and further proposed optimal administrative service to meet teachers’ needs. The premise is that when teachers perceive the administration sustaining their teaching, schools’ prosperity and development would be eventually guaranteed. A survey tool—the Questionnaire of Quality Attributes Regarding Elementary School Administration—was based on Kano’s Two-Dimensional Model and developed through review of literature, consultation of various questionnaires related to administrative service quality, interviews with elementary school teachers, and thorough discussions with professors. The study employed stratified random sampling to select 54 elementary schools in Tainan City and survey 599 homeroom or subject teachers who do not receive additional pay for directors. There are 573 questionnaires valid among the 583 returned questionnaires. The gathered data was further analyzed for descriptive statistics through utilization of SPSS 10.0. In order to classify administrative service quality, this study adopted relative majority of frequency distribution and percentage calculation to analyze and classify the collected data. The finding of the study shows that there are 13 questions related to “attractive quality element”, 13 questions associated with “one-dimensional quality elementary”, 7 questions involved in “must-be quality element”, and 2 regarding “no interest-indifferent quality element”. In light of this finding, conclusion and recommendations are proposed to provide strategies for educational institutions and implication for future study.

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Li, Szu-Hsin, und 李思欣. „Applying Kano Two-dimensional Model and Important Performance Analysis to Explore the Service Quality of Taipei City Special Education Center“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ra6qge.

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碩士
中華大學
科技管理學系碩士班
103
Special Education Resource Center is one of the special education administrative support networks, which offers related special education related services to teachers, parents and students. With the awakening human rights over time, special education students have the equality of education opportunity. Because of inclusive education, special education students need the assistance of related special education services. Therefore, Special Education Resource Center should provide related special education services for the children in need, so that they can adapt themselves to regular education environment. Obviously, the service quality of Special Education Resource Center plays an important role. As a result, the study gives weight to the involved theories of service quality management perspectives on Special Education Resource Center, and explores the service quality at the same time. The primary research purpose of this study is to lead to a better understanding of the present situation of service quality in Special Education Resource Center. The research subjects were special education teachers in Taipei city, and the survey collections covered the 12 administrative districts in Taipei city. 533 questionnaires were released, and 400 of them were valid. Next, the descriptive statistical analyses, t-test and one-way analysis of variance were used to analyze the questionnaires. Furthermore, Kano model was conducted to identify the effective improving quality attributes. In order to find out the concentrate here area of improving quality attributes in Special Education Resource Center, the importance-performance analysis was done. Finally, with the integrated importance-performance analysis and Kano model cross-analysis, we discover the critical quality attributes of Special Education Resource Center, and provide references to the improvement items. The results showed a significant effect for the satisfaction and importance of the quality. They included the different school sizes, genders, class types, job objectives, and administrative positions for special education teachers. Among the 31 questions about Special Education Center, 21 of them are one-dimensional quality elements, 8 of them are must-be quality elements, and 2 of them are indifferent quality elements in Kano’s two-dimensional quality model. Clearly, there exists two-dimensional quality of Special Education Resource Center service. From the service quality improvement indexes, 9 of them the effective improving quality attributes. Among the 31 quality items of Special Education Center, 7 of them are concentrate here area of improving quality attributes. With the cross-analysis of integrated Kano model and importance-performance analysis, the findings reflect the teaching advices the expert teams give to special education teachers is the critical quality attributes of Special Education Resource Center.

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Chou, Ying-Liang, und 周穎良. „Analysis of Customer Loyalty to Car Service andRepair Centers in New Taipei City via the Kano Two-Dimensional Quality Model“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/21048748378509781184.

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碩士
國立臺灣師範大學
工業教育學系
104
The main purpose of this study is to examine how service provided by car service and repair centers influence customer loyalty from a customer’s perspective. This study takes the Kano Quality Model to categorize each service based on the five categories of customer service quality, followed by regression analysis of each service and its impact on customer loyalty. The result suggests that car service and repair centers should prioritize the improvement and upgrading of the quality of each of their services. This study took a convenience sampling of New Taipei City’s non-commercial light passenger vehicle owners via the distribution of a total of 250 questionnaire surveys. 206 responses were collected, out of which 7 responses were invalidated, leaving 199 valid questionnaires and an effective response rate of 80%. The results of the analysis identified 14 important one-dimensional quality factors, together with 1 attractive quality factor, and summed up the influence of each service category on customer loyalty. The conclusion of this research offers the following two key points: (1) The accuracy of the estimation of the time required for car servicing exerts a positive influence on customer satisfaction across all age groups; (2)aftercare service retains and increases customer loyalty. To summarize the above, key influencing factors should be listed as top priority categories for improvement and attention. Existing limited resources should be appropriately allotted for effective improvement and upgrading of quality, in order to achieve higher levels of customer satisfaction and loyalty.

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HSIEH, LI-JEN, und 謝立人. „A Case Study of Using Importance-Performance Analysis and Kano Two-Dimensional Quality Model to Investigate the Service Quality on Restaurant - An Example of One Company“. Thesis, 2017. http://ndltd.ncl.edu.tw/handle/4qe42p.

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碩士
中華大學
科技管理學系
105
It is easy to buy food materials from all over the world. Howerve, extreme weather and food security issues make the price changes more dramatic than in the past. It directly affects the cost structure of a restaurant operation. The capital of employee restaurant in the case restaurant comes from employee’s meal fee. Under the restriction of can’t raise meal fee, the impact of price fluctuation will be greater and lower the quality of service. This study applied the Kano two-dimensional model and importance-performance analysis (IPA) to assess the quality of services provided by the staff dining restaurant of case company, identify factors that require improvement, and propose improvement strategies as a reference for case company to elevate the quality of services of the restaurant. A questionnaire was designed based on the SERVQUAL framework and the Kano questionnaire model. Data were collected through random sampling. A total of 490 questionnaires were distributed; 383 valid questionnaires were received, yielding an effective return rate of 83.3%. The collected valid data were analyzed using t test, one-way analysis of variance, chi-square test, Kano quality classification, and IPA. The results revealed that a) the staff did not demand too much about the restaurant to provide high quality of services; b) cleanness of eating utensils was ranked the highest in IPA; c) the audiovisual and stereo systems were a service highlight of the restaurant; d) the company staff wanted to increase interactions with the restaurant. Finally, suggestions were proposed based on the results to serve as a reference for future research and restaurant managers in stipulating strategies for improving the quality of services.

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TSAI, CHIA-HUA, und 蔡佳樺. „Using Kano Two-Dimensional Quality Model to Explore The Service Quality of Tourism Destination and Revisiting Intentions--A Case Study of National Center for Traditional Arts“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/y8k6kg.

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碩士
南華大學
旅遊管理學系旅遊管理碩士班
106
National Center for Traditional Arts (NCFTA) has become one of the most important tourist spots in Yilan County, because of its performance with the prime delegations of protection, preservation, inheritance and development in traditional arts and magnificent natural landscape and local residence, combining old streets, traditional craftsmanship. This study has adopted Kano two-dimensional quality model to analyze the service quality of NCFTA,and included relevant references to design questionnaires for a further investigation. the previous tourists of NCFTA became the study subjects to explore the service quality elements and revisiting intentions of tourists. There were 432 valid questionnaires collected and the study found: (1) NCFTA service quality elements can be categorized as “One-Dimensional quality”, “Must-Be quality” and “Indifferent quality”. There were 2 items are classified as One-dimensional quality, 5 items are classified as Must-be quality, 15 items are classified as Indifferent quality, and none belongs to the Attractive quality and Reverse quality. (2) Based on Customer Satisfaction Coefficient (CS), it has shown that the three elements: the preservation of traditional featured architecture, the designed performances reflecting themes of traditional craftsmanship, and the compassion of service staff, add to the satisfaction of the tourists. (3) Tourists have a really high wiliness to revisit NCFTA ,and they also have a strong willingness to recommend to others. (4) The analyzed result of revisiting intentions of tourists with different backgrounds did not show a significant difference. It is advised that the business operator should pay attention to the convenience and maintenance of the surrounding facilities, provide innovative experiences for the educational recreation and stage performances and reinforce service staff trainings.

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Lu, Wan-Ning, und 呂婉寧. „Applying the Kano Two-dimensional Model to Explore the School Service Quality: Using Junior High Schools in Tainan City as an Example“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/77635089564570860814.

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碩士
國立臺南大學
教育學系教育行政碩士在職專班
104
Under the national policy of 12-years basic education, the demand of the consumers of the education changes along with the academic environment. The classification of quality attribute in Kano model is restricted by time cycle. As the provider of education service, schools must consider to make certain adjustments to satisfy consumers’ demands-to know the exact need of consumers, in order to advance the quality of school service. Thus, this research conducts a study of service quality of schools after the enforcement of 12-years basic education. The purpose of Kano Two-dimensional Model is to distinguish the quality attributes, be divided into attractive quality, must-be quality, one-dimensional quality, indifferent quality, reversal quality. The method is inquiring consumers’ responses for satisfaction while a quality attribute is enough and not enough. Then according to the two responses of consumers, the quality attribute is classified. This research is referred to PZB service quality concept and SERVQUAL scale and interviews for student parents. Accordingly, a questionnaire-service quality measurement of junior high schools in Tainan City is deployed to school parents. This research finds that 40 school service quality attributes can be identified as: 10 Attractive Quality attributes, 16 One-dimensional Quality attributes, 6 Must-be Quality attributes, 8 quality attributes have dual property. The research has demonstrated that Kano Two-dimensional Model can be applied to junior high school service quality. The research also finds that the size of the school, family annual income, and education level of parents can affect the parents’ classification for school service quality. The results can be implemented when schools distribute the resources. Consolidating the must-be quality is first, followed by attractive quality, and avoid reversal quality, to achieve the purpose of efficient allocation of resources.

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Lo, yueh-e., und 羅月娥. „Apply KANO Two-Dimensional Quality Model to Improve Service Quality of the Library -Take the library of National Yunlin University of Science and Technology as an example“. Thesis, 2005. http://ndltd.ncl.edu.tw/handle/67941345188801126041.

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碩士
國立雲林科技大學
工業工程與管理研究所碩士班
93
21st century is customer-service-oriented time. Whether an enterprise could succeed depend on if it can satisfy customer''s demand and offer high service quality. Although the library is a non-commercial organization, its goal is to achieve the best service under limited resources. In order to satisfy users'' demand, to understand users'' requirement about service quality is very important. Otherwise, the library can not offer the best service which users’ require under limited resources. This research applied Kano two-dimensional quality model to probe into the service quality of the library. In order to understand users’ real demand, the services which the library offers are classified into 21 items, the conclusions as followings: 1.The library offers 21 items of service quality, 3 items are one-dimensional quality , 14 items are must-be quality, 4 items are indifference quality, without both attractive quality and reverse quality. 2.The point of view of male and female, different identity and college on the service quality is significant difference. 3.The library offers 21 items of service quality. There are 7 items are advanced quality which should be maintained；6 items should be improved and 8 items are unnecessary to improve. All of service qualities are under expectation. 4.If we are willing to increase the satisfaction, we should improve 6 items of service quality. The improving orders are: the books can assist courses; the books should be more fashion; the direction should be clearer; books should match the research demand; journals and magazines are more completed and the librarians are more familiar with the services.

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LI, SHIH-CIAN, und 李世乾. „Applying Kano two-dimensional model and IPA analysis to explore the cinema’s service quality- A case study of Vieshow Cinemas Taipei Hsin Yi“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/v55w8j.

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碩士
聖約翰科技大學
工業工程與管理系碩士班
102
The main purpose of this research is using Kano’s two-dimensional quality model and the importance-performance analysis (IPA) to evaluate the service quality of Vieshow Cinemas Taipei Hsin-Yi. Via a questionnaire survey, this study found that there existed a significant difference between the expected quality and the perceived quality of the customers of Vieshow Cinemas Taipei Hsin Yi. And, the service quality elements were divided into four dimensions: “Convenience benefits dimension”, “Timely convenience dimension”, “Professional reliable dimension”, and “Business strategy dimension”. The various selection factors of the "Business strategy dimension" had significant differences in customer’s satisfaction. Such as, “Having good lighting effects” got a higher satisfaction than “Price reasonable”. In the characteristics of consumption, people who using the Citi Privileges® Card to buy the movic ticket were mainly in the age of 31-35 years old, or a business owner. Generally, the customer didn’t like to get the movie ticket via group booking. Under Kano two-dimensional quality model, “according customer’s individual needs to provide different care” was an attractive quality. In the refined Kano model, “providing a convenience ticket booking procedure” was a high value added quality. Via IPA, “in a sudden emergency situation, can give an immediate services” located in the “opportunity quadrant”. The results of this study may provide a good reference for the cinemas to improve the service quality.

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Chen, Cheng-Chi, und 陳政吉. „The Confirmation of the Key Service Quality Elements of a Taiwan Power Company Branch Office – the Application of the Kano Two-Dimensional Quality Model and Importance Performance Analysis“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/sv4qwk.

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碩士
亞洲大學
經營管理學系碩士在職專班
102
This study explores the perceived correlation between the importance of service quality and performance level among general users of a Taiwan Power Company branch office in central Taiwan. After using importance-performance analysis (IPA) to analyze and confirm elements of service quality which call for “priority improvement”, this study adopted the Kano two-dimensional quality model to analyze elements of service quality, and identified elements of service quality which calls for “high attention”. Finally, elements of service quality which called for both “priority improvement” and “high attention” were considered as elements of “key service” quality. The results of this study revealed that “maintaining low-price and reasonable electricity costs’, “service personnel maintaining a proactive and enthusiastic attitude”, and“ providing prompt solutions to submitted cases” are the branch office’s “key service” quality elements. As such, this study suggests that Taiwan Power Company should make improvements on key service quality elements to enhance its service quality and realize the idea of continuous operation.

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MA, CHIAO LING, und 馬巧伶. „A Case Study of Using Kano Two-Dimensional Quality Model and Importance-Performance Analysis to Investigate the Service Quality on Museum－An Example of National Museum of Natural Science“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/965g7n.

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碩士
大葉大學
管理學院碩士在職專班
107
The purpose of this study is to explore tourists’ opinions of the current situation in service quality in the Natural Science Museum and the differences in the importance and satisfaction of visitors to the museum. This study applied the Kano two-dimensional model and importance-performance analysis to assess the service quality provided by National Museum of Natural Science, identifying factors that require improvement, and propose strategies as a reference for museum managers to elevate the service quality of the museum. The collected data were analyzed using t test, one-way analysis of variance, Kano quality classification, and Importance-Performance Analysis. The results indicate that: The most important part of service quality for visitors are the services that are both interesting and educational. Finally, based on the research results, recommendations are made for museum managers to develop service quality improvement strategies and future research references.

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Chen, Wen-Hao, und 陳玟豪. „A Case Study of Using Importance-Performance Analysis and Kano Two-Dimensional Quality Model to Investigate the After-Sales Service Quality on 3C Household Appliances - An Example of Tatung Company“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/2zc4fu.

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碩士
亞洲大學
經營管理學系碩士在職專班
103
This study uses Importance-Performance Analysis (IPA) method and Kano two-dimensional quality model to investigate consumer’s cognitive feelings on the importance and performance of the after-sales service quality on 3C household appliances industry. And it discovered the priority improvement and attractive quality in the after-sales service quality. Integrated importance-performance analysis method and Kano two-dimensional quality model analysis show that there are three quality elements of key project for improvement in Tatung company, which are “in after-sales service fees have a clear announcement”, “After the product was send to repair, the Tatung company's after-sales service personnel can take the initiative contact by the email or the telephone to inform you the rights and related matters such as maintenance of state” and “the after-sales service personnel can coordinate your schedule to arrange home service”.

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Yeh, Yeh-Wen, und 葉耀文. „Application of Kano Two-dimensional Model to Quality Evaluation of Disabled Transit Services“. Thesis, 2017. http://ndltd.ncl.edu.tw/handle/3vmt7g.

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碩士
國立臺灣海洋大學
運輸科學系
105
In Taiwan, the population of the disabled and the elderly has been increasing in recent years. To meet the growing demand for Rehabus services, the government has been actively improving public transportation services for people with disabilities and the elderly. However, we have very little knowledge of the essential service qualities that disabled and the elder people expect and value. The purpose of this study is to investigate how people assess the service quality of Rehabus. A questionnaire was developed to obtain the subjective assessment from participants. The study area includes Taipei, New Taipei, and Keelung cities. A total of 149 valid samples were obtained between November 2016 and February 2017. The questionnaire includes three parts: the socioeconomic information of the respondents, the assessment of service quality, and the measurement of customer satisfaction. The purpose reference to the quality of transport services, combined with the service characteristics of disabled transit. To identify the service items that the Rehabus users liked with the desired service. To find the user satisfaction and dissatisfaction with the service items, and try to find a service that will affect the user's satisfaction. Using the Kano two-dimensional quality model to explore the user's satisfaction with the service quality of disabled transit According to the survey results, 149 respondents hope to improve the quality of service indicators for the booking, security, and driver attitude. It is recommended that the government can give priority to the improvement of the project: to provide funds to subsidize the operator to purchase vehicles, vehicle equipment is regularly checked and is indeed implemented, as well as providing and increasing driver-related training courses.

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Chen, Sheng-Yeh, und 陳聖燁. „Apply Kano Service Quality Model for Fruits and Vegetables Hypermarkets“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/77886421876045370778.

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碩士
亞洲大學
經營管理學系碩士在職專班
101
Wholesale supplier of fruits and vegetables to the future as an important access road, farmers producing fruits and vegetables direct marketing to hypermarkets and supermarket chains have become a new access road. Because fruits and vegetables wholesale spot transactions belongs to the nature of the wholesale fruit and vegetable auctions and bargaining is mainly divided into. Fruits and vegetables, discount stores, mainly to provide fresh fruits and vegetables for consumers to purchase, in the purchase of products in the process, in addition to buy fresh fruits and vegetables, but also through the discount store fruits and vegetables to provide appropriate services staff to purchase for their own products. The results show that there are 2 attractive qualities, 8 one-dimensional qualities, 2 must-be qualities, 9 indifferent qualities, and 1 reverse quality.

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Kuo, Hui-Yu, und 郭蕙瑜. „Application of Kano Model to Improve Cold Logistics Service Quality“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/86917854868621534466.

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碩士
樹德科技大學
經營管理研究所
103
Logistics has been enjoying its rapid development for decades, while cold chain has hardly been concerned. To address this research gap, the current study integrated PZB’s SERVQUAL(1985, 1988) and Mentzer ’s LSQ(2001) and refer cold logistics characters to develop a cold logistics service quality(CLSQ) instrument to measure the cold logistics service quality. Then this study applies Kano model to categorize the CLSQ items. Organizations can focus on most need improvement items and achieved the most effectiveness. The results shown that 13 items are "one-dimensional quality", 6 items are "attractive quality", 2 items are "Of course quality, 3 items are "no difference in quality and no "reverse-quality item. The current study innovatively developed an accurate instrument for measuring cold logistics service quality. The results enable firms to expend limited resources focusing on most need improvement and achieve effective effects.

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LU, YI-JHEN, und 呂懿真. „The application of Kano Model and Refined Kano on Service Quality of Individual Coffee Shop“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/tktf78.

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碩士
南臺科技大學
餐旅管理系
106
The growth of coffee market in Taiwan has increasingly led to a magnificent number of individual coffee shops with personalized brands. As for the managements, the owners have to acknowledge that the values of quality service in order to compete with the franched stores. Therefore, this study expored to measure consumer perception of service quality of individual coffee shops. First of all, this study understands how important the consumers value the factors of quality service. The study is based on Kano's two-dimensional quality model and Refined Kano model to classify the quality factors into the importance-satisfaction model and the improvement index with four quadrants and list of improvement orders. The questionnaires are distribution to 420 consumers who have consumed the personalized cafes. The 398 questionnaires are valid and the returning rate is 94%. The study results are as the following below: Based on Kano's two-dimensional quality model and Refined Kano model, the element of “Highly Attractive” with “individual cafe atmosphere creating distinctive features”, “clean and comfortable overall environment of individual cafes” and “personal cafe service and kind staff with courtesy” results “High Value-Add”. Thus, the consumers mostly focused on the uniqueness of individual coffee shops and the atmosphere in the store. By the importance-satisfaction and improvement of priority of improvement are ranked as from 1 to 5 in the questionnaire. The ranking 1: The clean and comfortable overall environment. The ranking 2: the correct service from the staffs. The ranking 3: the staff is happy to help customers solve problems. The ranking 4: The staff is kind and polite. As for ranking 5 is that the staff will be dedicated to solve problems for customers. The above rankings are service items that need to improve firstly. Through the study, the non-chained personality cafes should reinforce the store's impression, satisfy the needs that customers’ value, maintain professional service quality, establish trust with customers, and increase satisfaction.

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Tsai, Wen-Hao, und 蔡文豪. „The Service Quality Elements of Navy Warehouse – Application of Kano Model“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/55431012811940815967.

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碩士
國防大學管理學院
資源管理及決策研究所
99
This thesis focused on finding the service quality items of General Material and Parts Warehouse of R.O.C. Navy in order to improve the service quality of General Material and Parts Warehouse of R.O.C. Navy. First, this thesis found the service quality items by literatures review and experts coming from General Material and Parts Warehouse of R.O.C. Navy and its customers; i.e., ship units and shore units of R.O.C. Navy. Second, this thesis designed Kano's two-dimensional questionnaire and pretested by experts coming from General Material and Parts Warehouse of R.O.C. Navy and ship units and shore units of R.O.C. Navy. Third, this thesis sent out the questionnaire to the General Material and Parts Warehouse of R.O.C. Navy and ship units and shore units of R.O.C. Navy and then identified the Kano’s classification of the service quality items. Finally, this thesis used quality improvement indicators including increasing satisfaction and elimination of unsatisfaction indicators to analyze "active" and "conservative" management strategy to improve the indicators where resources were limited and prioritized the service quality items in order to improve the service quality of General Material and Parts Warehouse of R.O.C. Navy. The results showed that among the 25 service quality items, there were 11 must quality items, 8 one-dimensional quality items and 6 indifferent quality items. Finally, quality improvement indicators are used to analyze service quality items in order to improve the service quality of General Material and Parts Warehouse of R.O.C. Navy.

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Chang, Hui-Shan, und 張卉姍. „Combining with QFD, Kano Model and IPA in Service Quality Evaluation“. Thesis, 2009. http://ndltd.ncl.edu.tw/handle/25854302117438319933.

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碩士
國立彰化師範大學
企業管理學系
97
This study combines quality function deployment (QFD), Kano model and importance-performance analysis (IPA) to build up the maintaining advantage QFD model and continuous improvement QFD model by not only focusing on primary advantages and disadvantages identified by importance-performance grid but also using customer requirement weights determined by performance weights multiplying Kano weight scores. This method not only considers both satisfaction and importance of a service or product but also identifies suitable technical measures that meet competitive strategies. In addition, in order to take into consideration the competitive strategies and service development stage, this study proposes the maintaining competitive advantage QFD model and improving competitive disadvantage QFD model by benchmarking. The customer requirement weight can be computed similarly to the maintaining advantage QFD model and continuous improvement QFD model. An example of using Kuo-Kuang Motor Transport Company is illustrated by the above four proposed models.

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Chen, Wen-Fu, und 湛文甫. „Applying Kano Model on the Service Quality of Museum Mobile Application“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/55830702170689539136.

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碩士
輔仁大學
博物館學研究所碩士班
103
With the development of mobile application (App), museums are massively using App software to enhance visitors’ services and experiences. What the key fac-tors of service quality for visitor satisfaction of using App is crucial for museums. The aim of this study is to identify the attributes of service quality for museum App from visitors’ view. Taking the NTSEC-iGuide of the Na¬tional Taiwan Science Educa¬tion Center as a case study, this study conducted quantitative surveys and a qualitative mind map in two phases to collect what service quality audiences ex-pected and perceived to museum App. Then the author used the Kano model and Refined Kano’s model to analyze and classify the attributes of the service quality by visitors’ needs. The results of the study are shown below： 1.The expected qualities of museum App have been identified to twenty attributes and grouped into four categories in terms of maps, collections, device interac¬tions, and personal services. 2.The perceived quality of museum App are classified into three level: Core service, Augmented service, and Attractive service. Museum should fulfill core service quality, enhance augmented service quality, and add value to offer attractive service quality. 3.There are significant differences in several quality attributes among visitors of different mobile experiences. These results can be used to improve the service quality of museum App. For example attractive service qualities would strongly increase visitor satisfaction such as “Push Notification Service” for museum-goers, “Multimedia with collection detail” for App buyers, “Suggestion of Exhibition tours”, and “Device Interaction” for heavy App users.

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Hsu, Che-Wei, und 許哲瑋. „A Study of Cruise Line Service Quality Using Enhanced Kano Model“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/bfu53s.

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碩士
國立臺灣海洋大學
航運管理學系
107
Keelung Port has become an important cruise home port due to the rapid development of cruise tourism in Asia in recent years. In addition to upgrading hardwares, service quality improvement is also a vital topic for cruise carriers. In a highly competitive market, cruise carriers have set up different subsidiaries to make market segmentation. In this study, based on the traditional Kano model, this study proposed the so-called Enhanced Kano model, which can significantly increase the discriminant power of a traditional Kano model to 28 categories. This study aims to investigate the characteristics of service and standards of cruise tourism, and to discuss the impact of customer satisfaction for the service quality of the cruise industry. The Enhanced Kano model proposed in this study can identify more subtle quality attributes. Meanwhile, three new indicators designed by this study are able to measure the effects for the service items. The result of this study provides cruise carriers with a direction to improve the quality of service. In addition, the new model devised in this study can also be applied to future studies related to the Kano model.

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Su, Fen-Wei, und 蘇分薇. „Use KANO Model Quality of Service in the International Tourist Hotel“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/49270934361487745246.

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碩士
亞洲大學
國際企業學系
104
For general consumers, the pursuit of high-quality services, is the most important trends in consumer demand for the hotel industry, probably because employees and customers in service quality expectations and actual service performance, since its degree of importance the satisfaction of cognitive inconsistencies arising from the gap in quality of service, causing customers dissatisfied with the quality of service so that the loss of customers. The main purpose of this study to international tourist hotel service quality characteristics are discussed, by way of a two-dimensional quality KANO model questionnaire, investigate consumer perception of service quality for international tourist hotel. 22 elements of the Quality Research Institute survey conclusion, there are two attractive quality, eight one-dimensional quality, two course quality, 9 no quality difference, a reverse quality.

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Chen, Cheng-Min, und 陳正旻. „Using Kano and Refined Kano Model to Explore Customer Service Quality Strategy of Retro Theme Park“. Thesis, 2014. http://ndltd.ncl.edu.tw/handle/90820676196710609017.

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碩士
朝陽科技大學
企業管理系
102
This research investigates service quality in retro theme parks by applying Kano and Refined Kano model to classify its service quality. By classifying service quality into I-S Model in accordance with the importance and satisfaction of it, and calculating the Improvement Index, the results shall be sorted in order of priority of needs for service improvement. Through the research, “traffic flow plan, clear instructions, visit convenience”, “service personnel provides actual solutions on solving your problem”, “service personnel can serve you at once in accordance with your needs”, such services are classify into the one-dimension quality that is easier to influence satisfaction in Kano model; and classify into the high added value quality with high degree of importance in Refined Kano model. After calculation of Improvement Index, these three services are in line of the top 10 services improvement needed list, which the operators should pay attention on. According to analysis of the research, conclusion and recommend service strategies can be made by proposing importance of service quality and services that shall be improved. Based on the analysis result, operators can make a strategy decision on service quality, optimized service quality costs, and to enhance its competitiveness and promote overall customer satisfaction.

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