A Comparative Study of Quality Attribute Categorized Methods on Freight Forwarder

• Main Authors: Pei-chun Tu, 杜珮君
• Other Authors: Wen-dwo Yang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/04807982256156702822

碩士 === 國立臺灣科技大學 === 工業管理系 === 96 === Each company is constrained by limited resources. Therefore, it must be decided how scarce resource are best deployed to achieve the highest level of satisfaction. An effective method to set priorities is importance-performance analysis (IPA).It analyzes quality attributes on two dimensions: performance level (satisfaction) and importance to the customer. Another quality attributes categorized method introduced by Mariachi Kano et.al, unlike the traditional model to measure product or service quality, is a two-dimensional model of quality. They thought the satisfaction and dissatisfaction were not in the opposite side of one dimension, but in two different dimensions. The main purpose of this research is to compare IPA and Kano’s two-dimension models. The comparison and evaluation on two-dimensioned matrix could help a manager to identify key drivers of customer satisfaction and to get improvement priorities. It is also helpful to allocate scarce resources to maximize satisfaction. The different outcomes through real cases analyzed by correlation were suggested to manager to choose a proper quality attribute categorized method on the situation and resources at the time.