汽车代检厂服务质量要素类别之研究——Kano二维质量模式之应用.pdfVIP

构建生态人文交通 促进经济跨越发展:第十九届海峡两岸都市交通学术研讨会论文集 汽车代检厂服务质量要素类别之研究——Kano 二维质量模式之应用 陈君杰 摘 要：本研究以台中市 10 间小汽车代检厂之 1000 位受检顾客为研究对象，以 PZB(1988) SERVQUAL 量表 构面设计代检厂服务质量问卷，并应用 Kano 二维质量模式分析服务质量类别，探讨代检厂如何提供更好 服务质量。结果发现，多数服务质量属性在第一顺位时被各代检厂受检顾客归类为「一维质量」，第二顺 位则被归类为「魅力质量」、「无差异质量」、「当然质量」。利用 Kurt Matzler and Hans H. Hinterhuber （1998） 增加满意与减少不满意指标分析增加满意度与减少不满意度的质量要素，结果发现 21 项可被列为优先改 善之服务质量要素，另有 19 项则是代检厂业者可以较不需要花太多心力的服务质量要素。 关键词：汽车代检厂；Kano 二维模式；服务质量 Classification of Customer Preferences for Service Quality in Automobile Safety Inspection Industry – An application of Kano’s model CHEN Jun-Jye Abstract: The purposes of this paper are to discover the customer preferences for service quality in automobile safety inspection industry and to indicate the priority to improve the service quality attributes. A questionnaire with five dimensions and forty seven service quality attributes was designed. One thousand customers of ten automobile inspection factories randomly sampled in Taichung City and were invited to complete the questionnaire. Then, the customer preferences for service quality in automobile safety inspection industry were classified by using Kano’s model. Increasing satisfaction and decreasing dissatisfaction indexes proposed by Matzler and Hinterhuber (1998) were used to analyze the most increasing satisfaction and decreasing dissatisfaction quality attributes. The conclusions show that most of the service quality attributes are classified as One-dimensional in the first rank, and classified as Attractive, Indifferent, Must-be” in the second rank. Automobile inspection factory shall pay more attention to improve the twenty one attributes among forty seven, and shall not