碩士 / 東吳大學 / 企業管理學系 / 100 / According to the Taiwan sales survey conducted by IEK, Portable Navigation Devices (PND) have increasingly higher demand in European and American export markets, and a report published by iSuppli in October 2009 also indicated that the global shipments of mobile phones equipped with GPS increased drastically, and analysts predict the market scale of PND will reach sixteen billions USD and shipments of seventy million units by 2013.
Kano model is a model developed by a Japanese quality control master, Dr. Noriaki Kano in 1984. In a two-dimension quality model, customer satisfaction or dissatisfaction do not come from the same dimension but from different dimensions.
In the study, the Kano model is used to design a questionnaire survey for PND quality characteristics first and then to find five different PND quality characteristics. This study discovers that most of the user’s quality awareness for PND is one-dimensional, and the study also discovers that consumers from different demographic backgrounds have different views on the quality characteristics of PND.
The purpose of this study is based on the Kano’s two-dimensional quality model to categorize the quality characteristics of PND products two-dimensionally, and the questionnaire survey is used to understand the PND users’ viewpoint of satisfaction about the quality, and the quality satisfaction index is used as a basis for improving the quality of PND.
Keywords: Kano model, two-dimension quality model, the Kano’s two-dimensional quality model, Portable Navigation Devices (PND).
| Identifer | oai:union.ndltd.org:TW/100SCU05121005 |
| Date | January 2012 |
| Creators | Li-Ju Huang, 黃麗如 |
| Contributors | Kai-Chieh Chia, 賈凱傑 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 63 |
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