A Case Study of Using Importance-Performance Analysis and Kano Two-Dimensional Quality Model to Investigate the After-Sales Service Quality on 3C Household Appliances - An Example of Tatung Company

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Title:	A Case Study of Using Importance-Performance Analysis and Kano Two-Dimensional Quality Model to Investigate the After-Sales Service Quality on 3C Household Appliances - An Example of Tatung Company
Authors:	Chen, Wen-Hao
Contributors:	經營管理學系碩士在職專班
Keywords:	Tatung company;3C household appliance;After-sales service quality;Importance-Performance Analysis (IPA);Kano two-dimensional quality model
Date:	2015
Issue Date:	2015-11-18 02:01:49 (UTC+0)
Publisher:	亞洲大學
Abstract:	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”.
Appears in Collections:	[Department of Business Administration] Theses & dissertations

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