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Dissertations / Theses on the topic 'Service quality dimensions and Kano- model'

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Published: 24 June 2021
Last updated: 29 July 2025

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1

Carlsson, Linnéa, and 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
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Liao, Tzu Chun, and 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, and 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<br>國立臺北科技大學<br>資訊與財金管理系<br>106<br>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
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KUNG, SIH-YUN, and 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<br>輔仁大學<br>統計資訊學系應用統計碩士在職專班<br>107<br>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 qu
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Cheng, Ying-Chieh, and 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<br>輔仁大學<br>餐旅管理學系碩士班<br>96<br>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 m
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Liu, Chia-Fang, and 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<br>中華大學<br>工業管理學系碩士班<br>99<br>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,
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Liao, Hsueh-Ching, and 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<br>國立虎尾科技大學<br>工業工程與管理研究所在職專班<br>102<br>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
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Liao, Shuju, and 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<br>輔仁大學<br>企業管理學系管理學碩士在職專班<br>100<br>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 visibilit
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Shih, Sin-Chun, and 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<br>立德管理學院<br>工業管理研究所<br>95<br>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 us
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CHEN, WEI-SHUAN, and 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<br>輔仁大學<br>兒童與家庭學系碩士班<br>106<br>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 refe
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Tian, Syuan-Sin, and 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<br>大同大學<br>工業設計學系(所)<br>101<br>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.
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Lee, Siu Meng, and 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<br>輔仁大學<br>企業管理學系管理學碩士班<br>100<br>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-dimens
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Liu, Chun-Hung, and 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<br>長榮大學<br>土地管理與開發研究所<br>97<br>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 attract
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Lin, Chia-Ning, and 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<br>中原大學<br>國際經營與貿易研究所<br>100<br>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 betw
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Chen, Chun-Yuan, and 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<br>康寧大學<br>生產事業管理研究所<br>100<br>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 questionnai
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juang, hau-shiang, and 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<br>華梵大學<br>工業工程與經營資訊學系碩士班<br>98<br>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 en
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Liao, Chun-Chih, and 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<br>國立勤益科技大學<br>工業工程與管理系<br>98<br>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 cro
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HSIEH, HSIN-LING, and 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<br>明志科技大學<br>工業工程與管理系碩士班<br>105<br>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 attr
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WANG, ROU, and 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<br>中華大學<br>科技管理學系<br>107<br>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 t
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Hung, Chien-Hsiang, and 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<br>輔仁大學<br>餐旅管理學系碩士班<br>104<br>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
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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<br>國立彰化師範大學<br>企業管理學系<br>97<br>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
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CHENG, YI-SHAN, and 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<br>輔仁大學<br>餐旅管理學系碩士班<br>101<br>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 quali
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Tsai, Chi Tung, and 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<br>國立屏東科技大學<br>熱帶農業暨國際合作系<br>105<br>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 t
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WANG, JOU-HUI, and 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<br>國立體育大學<br>休閒產業經營學系<br>106<br>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 fee
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Li, Guan-Wei, and 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<br>國立虎尾科技大學<br>工業工程與管理研究所<br>97<br>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 s
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CHEN, SHIH-TSE, and 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<br>國立高雄應用科技大學<br>企業管理系碩士在職專班<br>106<br>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 attribut
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Ping, Chen Jui, and 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<br>大葉大學<br>國際企業管理學系碩士在職專班<br>93<br>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
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Chen, Yu-Cheng, and 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<br>亞洲大學<br>國際企業學系碩士在職專班<br>104<br>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
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LAI, HUNG-CHIH, and 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<br>嘉南藥理大學<br>藥學系<br>107<br>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 communi
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Li, Szu-Hsin, and 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<br>中華大學<br>科技管理學系碩士班<br>103<br>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
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Chen, Kai-xiang, and 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<br>國立臺南大學<br>教管所教育行政碩士班<br>96<br>‘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 regardin
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Chou, Ying-Liang, and 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<br>國立臺灣師範大學<br>工業教育學系<br>104<br>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 Taip
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HSIEH, LI-JEN, and 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<br>中華大學<br>科技管理學系<br>105<br>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 serv
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TSAI, CHIA-HUA, and 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<br>南華大學<br>旅遊管理學系旅遊管理碩士班<br>106<br>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 NCF
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Lu, Wan-Ning, and 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<br>國立臺南大學<br>教育學系教育行政碩士在職專班<br>104<br>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 pu
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Lo, yueh-e., and 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<br>國立雲林科技大學<br>工業工程與管理研究所碩士班<br>93<br>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
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LI, SHIH-CIAN, and 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<br>聖約翰科技大學<br>工業工程與管理系碩士班<br>102<br>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”, a
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Chen, Cheng-Chi, and 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<br>亞洲大學<br>經營管理學系碩士在職專班<br>102<br>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
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MA, CHIAO LING, and 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<br>大葉大學<br>管理學院碩士在職專班<br>107<br>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 usi
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Chen, Wen-Hao, and 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<br>亞洲大學<br>經營管理學系碩士在職專班<br>103<br>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
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Yeh, Yeh-Wen, and 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<br>國立臺灣海洋大學<br>運輸科學系<br>105<br>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 participan
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Kuo, Hui-Yu, and 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<br>樹德科技大學<br>經營管理研究所<br>103<br>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-dimen
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Chen, Sheng-Yeh, and 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<br>亞洲大學<br>經營管理學系碩士在職專班<br>101<br>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 fr
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LU, YI-JHEN, and 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<br>南臺科技大學<br>餐旅管理系<br>106<br>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
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Chang, Hui-Shan, and 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<br>國立彰化師範大學<br>企業管理學系<br>97<br>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 st
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Chen, Wen-Fu, and 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<br>輔仁大學<br>博物館學研究所碩士班<br>103<br>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 e
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Su, Fen-Wei, and 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<br>亞洲大學<br>國際企業學系<br>104<br>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
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Tsai, Wen-Hao, and 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<br>國防大學管理學院<br>資源管理及決策研究所<br>99<br>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 Warehou
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Hsu, Che-Wei, and 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<br>國立臺灣海洋大學<br>航運管理學系<br>107<br>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
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Chen, Cheng-Min, and 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<br>朝陽科技大學<br>企業管理系<br>102<br>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 accor
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