A Two-Dimensional Quality Model for Evaluating the Quality Attributes of Notebook Computers

Lin-Lang Tang ； Su-Lin Huang

《Asia Pacific Management Review》 9卷3期 (2004/06) Pp. 539-555

https://doi.org/10.6126/APMR.2004.9.3.08

並列摘要

This research utilized the Kano two-dimensional model to investigate the quality attributes of notebook computer products and services in order to measure customer satisfaction in these dimensions. Data was gathering using a questionnaire. The data was then analyzed using one-way ANOVA to estimate the deviation among consumers, dealers, and manufacturers. That procedure provided a more accurate method for measuring the quality of the notebook products. Then, we used quality satisfaction indexes to evaluate the quality attributes that increased the satisfaction or decreased the dissatisfaction of the consumer providing manufacturers and dealers with an effective method to improve quality. The results indicated that the higher the customer's satisfaction, the greater the purchase intention. Furthermore, when a nearly faultless quality factor has been provided by a manufacturer or a dealers, consumers will treat this factor as a ”must-be” or ”one-dimensional” quality. If a quality factor is not supported by manufacturers or dealers, the factor will be regarded as an ”attractive” or ”indifferent” quality factor.

並列關鍵字

Customer satisfaction ； Two-dimensional quality ； Quality creation ； Notebook computer

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