商務艙éŽå¤œåŒ…å‚™å“項目之屬性探討 / A Study of the Attributions of the Amenity Kit's Items for Business Class

陳淳迪 Chun-Di Chen, 陳宥璇 You-Shiuan Chen

摘要


本研究以Kano二維å“質模å¼æŽ¢è¨Žæ¶ˆè²»è€…å°æ–¼éŽå¤œåŒ…å‚™å“具備與å¦çš„滿æ„度情形，é‡æ¸…å„å“é …çš„å“質è¦ç´ ï¼Œä¸¦æ出備å“項目調整建議。å•å·é€éŽç·šä¸Šç™¼æ”¾ï¼Œå›žæ”¶226份有效å•å·ã€‚å•å·åˆ†ç‚ºå€‹äººèƒŒæ™¯è³‡æ–™ä»¥åŠæŽ¡ç”¨Kano二維å“質è¦ç´ æž¶æ§‹ç·¨å¯«ä¹‹15é …å‚™å“å好差異題項，備å“分為基本備å“ã€ä¿é¤Šå‚™å“ã€å…¶ä»–å‚™å“，與具發展性的第四類加分備å“進行調查。çµæžœæŒ‡å‡º15件備å“分屬魅力ã€ç„¡å·®åˆ¥ã€ä»¥åŠç•¶ç„¶å“質è¦ç´ ä¸‰ç¨®ï¼›æ€§åˆ¥å’Œ10é …å‚™å“具備的滿æ„度有顯著性差異，而和4é …å‚™å“ä¸å…·å‚™çš„ä¸æ»¿æ„度有顯著性差異。影響力指標的分æžé¡¯ç¤ºåŸºæœ¬å‚™å“中的牙刷套組與多種ä¿é¤Šå‚™å“屬於高æ•æ„Ÿæ€§é …目。本研究據此從備å“屬性ã€æ€§åˆ¥å› ç´ ã€åŠ åˆ†å‚™å“ã€ä»¥åŠå…·Kano高æ•æ„Ÿæ€§ç­‰é¢å‘æ出備å“項目調整之建議。

 

 

This study applies the Kano model to explore the consumers' satisfaction with the items in business-class amenity kits, to propose the suggestions for the modifications to the item collection. The on-line questionnaire survey includes the personal background and 15 item preferences-related questions composed by Kano model, in which the items were classified into basics, skincare, and others. The fourth bonus item classification was also added to the preference study. Totally, 226 valid questionnaires were collected, and the results indicate that the 15 kinds of items could be classified into attractive, indifferent, and must-be attributes, and gender could significantly impact whether satisfaction or not if fulfillment or unfulfillment some items. The satisfaction/dissatisfaction index demonstrates that toothbrush sets and most skincare items are highly-sensitive. Accordingly, this research proposed forward suggestions on the item adjustments from the aspects of the attribution of items, gender, bonus items, and highly sensitive attribute in Kano.


關鍵詞


屬性偏好；Kano二維品質模式；過夜包備品

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參考文獻


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