A study of Kano Two-Dimensional Model on Smart Phone Service Quality and Satisfaction

• Main Authors: Chun-Yuan Chen, 陳俊元
• Other Authors: TIen-Kuo Wang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/48151006356989236173

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.