重要度與滿意度分析：田口訊號雜音比解析法

Importance-Satisfaction Analysis: Taguchi Method Signal-Noise Ratio Approach

閻鐵民(Tieh-Min Yen) ； 李友錚(Yu-Cheng Lee)

《品質月刊》 43卷5期 (2007/05) Pp. 72-76

https://doi.org/10.29999/QM.200705.0016

並列摘要

The survey of customer satisfaction has been implemented popularly in some industries worldwide and created great values to the enterprises. One of important tools of customer satisfaction analysis ”Importance-Satisfaction Analysis (ISA) Model” which is easy to figure out and set objectives and operation directions of enterprise those need to be kept up with good work, cost down, carefree and (or) improved continuously from surveyed data. However, there are some hidden problems in ISA method, may lead to make wrong decisions. First, use the ordered categorical data as variables to analyze directly. Second, ignore the effect of variance from different customers. Third, assume that perceived quality attributes are linearity in the scales. This paper introduced Taguchi method Signal-Noise (S/N) Ratio in the ordered categorical data to analyze customer satisfaction; consequently, remove the demerits of ISA model. Thus, we can provide more effective information to the top management for decision from ISA model and S/N Ratio Analysis.

參考文獻

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Taguchi, G.(1991).Taguchi Methods: Signal-to-Noise Ratio for Quality Evaluation.American Suppliers Institute.