整合Kano模式與IPA應用於鋼線服務品質之研究－以SH公司為例

Integrating Kano model and Importance-Performance Analysis into the Service Quality of Steel Wires: A Case Study of SH Company

李德盛(Te-Sheng Lee) ； 賴福來(Fu-Lai Lai)

《創新與管理》 8卷3期 (2011/08) Pp. 125-148

https://doi.org/10.30118/JIM.201108.0006

摘要

本研究是以鋼線製造業者為對象，探討鋼線製品顧客對於鋼線製品供應者服務品質的看法與評價；有別於一般常見衡量顧客服務品質之方法，本研究主要應用Kano二維模式，輔以重要－表現程度分析(Importance-Performance Analysis, IPA)法，探索鋼線製品的全面服務品質。藉由PZB服務品質構面為基礎，設計包含鋼線基本物理特性及服務的20項題目，進行問卷調查，探討顧客對於鋼線製品現況的看法，透過重要－表現程度分析找出應該立即改善的關鍵品質因素，接著將鋼線製品服務項目依Kano二維品質特性予以歸類，找出各服務項目的屬性，同時計算出顧客對於鋼線製品服務品質的滿意指標及不滿意指標，探索與服務項目之間的關係，鋼線製造業者必須整合各個相關品質工程技術，配合列為優先改善的項目，尋求改善之標的，將企業有限的資源妥善規劃，運用適合產業的改善手法與管理策略，進行有效的品質改善與提升，逐步踏實地達到更高的顧客滿意度。

關鍵字

鋼線服務品質 ； Kano模式 ； IPA

並列摘要

This study takes the steel wire manufacturer as the object and explores the customer's view and evaluation of the service quality of the product providers. Varying from regularly seen methods for the quality evaluation of customer services, this study applies mainly the Kano Two-Dimensional Model and is supported with Importance-Performance Analysis (IPA) to explore the overall service quality of steel wires. This study takes the quality service phase of PZB as the foundation to design 20 items on the questionnaires which includes the basic steel wire physical properties and the wire services. To proceed the investigation by questionnaires, this study explores customer's view about the current state of steel wires and analyses by IPA to find the key quality factor which should be improved immediately, and then categorizes the service items for steel wires by the feature of Kano Two-Dimension Model to find the property of each service item, and at the same time to calculate both the customer's satisfaction index and dissatisfaction index for the quality of steel wire services. After the quality engineering technology being established, the relationship between the technology and the service items will be explored. The manufacturer of steel wires must integrate each relative quality engineering technology to build the priority items for the improvement, look for the target of improvements, make adequate plans for the limited enterprise resources, apply the improvement method and administration strategy for appropriate production businesses to proceed efficient quality improvements and the promotions, gradually achieve higher customer satisfaction step by step.

並列關鍵字

service-quality of steel wire ； Kano Model ； IPA