台灣在2009年市場登記汽車數量達570萬輛,而車輛市場的維修費用每年更高達新台幣670億元。隨著時代的進步,消費者的權益日漸高漲,服務便顯得非常重要。國際化與全球化的潮流席捲而來,相對牽動影響傳統產業的經營。因此,汽車維修業者如何有效衡量各維修服務廠的經營效率,以作為經營績效改善之管理依據,已成為各個汽車維修業者最為重要的課題。本研究為應用Kano 二維品質模式及問卷調查探討福斯汽車維修廠之服務品質的品質屬性,藉以瞭解消費者對各品質屬性的需求。在31項研究的品質要素中,有5項魅力品質、8項一維品質、3項當然品質、15項為無差異品質,而無任何反向品質的歸類。
The registered car number of Taiwan is up to 5.7 millions in 2009, and the repair expenses in car’s market reached up to 6.7 billions NT dollars every year. The consumer rights and interests surges upwards day and day, the service is getting more important. The trend of internationalization and globalization had affected corresponsive the running of conventional industries. How to measure the efficiency of running repair workshops business to be the management basis of improving management achievement had became the most important issue for repair workshops. This research used Kano two-dimensional model and questionnaire surveys to confer the quality attribute of service quality of Volkswagen car’s repair workshop, in order to understand the consumer’s needs for quality attribute. The results shows that there are 5 attractive qualities, 8 one-dimensional qualities, 3 must-be qualities and 15 indifferent qualities.