This study uses Importance-Performance Analysis (IPA) method and Kano two-dimensional quality model to investigate consumer’s cognitive feelings on the importance and performance of the after-sales service quality on 3C household appliances industry. And it discovered the priority improvement and attractive quality in the after-sales service quality. Integrated importance-performance analysis method and Kano two-dimensional quality model analysis show that there are three quality elements of key project for improvement in Tatung company, which are “in after-sales service fees have a clear announcement”, “After the product was send to repair, the Tatung company's after-sales service personnel can take the initiative contact by the email or the telephone to inform you the rights and related matters such as maintenance of state” and “the after-sales service personnel can coordinate your schedule to arrange home service”.
