题名

應用品質風險評估與TRIZ方法探討機場服務品質之改善策略：以桃園機場為例

并列篇名

Applying Quality Risk Evaluation and TRIZ to Explore the Improvement Strategies of Airport Service Quality: A Case of Taoyuan International Airport

DOI

10.6220/joq.202308_30(4).0001

作者

胡凱傑(Kai-Chieh Hu)；賴雅方(Ya-Fang Lai)

关键词

品質風險 ； Kano模式 ； 失效模式與效應分析 ； TRIZ理論 ； 機場服務品質 ； quality risk ； Kano's model ； FMEA ； TRIZ ； airport service quality

期刊名称

品質學報

卷期/出版年月

30卷4期（2023 / 08 / 30）

页次

247 - 280

内容语文

繁體中文;英文
中文摘要

過去有關機場服務品質的研究多以探討服務品質構面或衡量旅客滿意度為主，缺乏從品質風險觀點探討機場服務品質的缺失，亦較少有應用「創意問題解決理論」（Theoria Resheneyva Isobretatelskehuh Zadach, TRIZ）方法探討機場服務品質改善策略的研究。本研究結合品質風險評估與TRIZ方法來探討機場服務品質改善策略，其中亦運用Kano模式、重要度績效分析以及失效模式與效應分析來建構品質風險評估模式。本研究以網路問卷針對曾到訪桃園機場之旅客進行資料蒐集。研究結果顯示，機場品質風險係數較高者為機場的報到手續、引導標誌、航班資訊與聯外交通便利性。接著透過TRIZ方法針對五個品質風險較高之項目提出創新改善作法，包括「強化智慧化報到系統」、「增設性別友善廁所」、「設置室內導航服務」、「多元航班資訊提供」以及「增設入境引導標誌與共乘區域」。最後，除針對機場服務品質討論管理意涵外，亦提出後續研究建議。
英文摘要

Previous studies on airport service quality have been focused on exploring the dimensions of service quality or measurements of passengers' satisfaction. There is a lack of discussion on the failure of airport service quality from the perspective of quality risk, and there are few studies that apply the Theoria Resheneyva Isobretatelskehuh Zadach (TRIZ) method to discuss improvement strategies of airport service quality. This study applied quality risk evaluation and TRIZ method to explore the improvement strategies of airport service quality. The model of quality risk evaluation is derived from the Kano model, importance-performance analysis, and failure mode and effects analysis (FMEA). Data were collected through online questionnaires administered to the passengers who have been Taoyuan International Airport. The results show that check-in procedures at the airport, leading marks, flight information offering, and accessibility of airport have higher quality risk than others. Moreover, this study proposed innovative improvement ways toward five attributes with high quality risks through TRIZ method. The improvement ways include enhancing intelligent check-in system, adding all gender restroom, setting up indoor navigation service system, providing flight information in a variety of ways, and adding entry guidance signs and car-sharing zones. Finally, this study also proposes some managerial implications and offers suggestions for the future study.
主题分类 社會科學 > 管理學
参考文献
  1. 任維廉,胡凱傑(2001)。大眾運輸服務品質量表之發展與評估—以臺北市公車系統為例。運輸計畫季刊，30(2)，371-407。
    連結：
  2. 林淑萍,李暐珣,詹雅慧(2007)。人力銀行服務品質之研究—Kano二維品質及IPA整合模式之應用。績效與策略研究，4(2)，1-17。
    連結：
  3. 林鴻銘,洪千惠(2016)。影響範圍續效與非對稱影響服務品質分析法之應用—以某客運公司為例。品質學報，23(2)，77-90。
    連結：
  4. 胡凱傑,李太雨,丘志文(2011)。以Kano模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質。運輸學刊，23(1)，129-164。
    連結：
  5. 胡凱傑,賈凱傑,劉欣怡(2012)。國道客運業服務品質風險評估之研究：以臺北新竹線為例。運輸計畫季刊，41(1)，81-111。
    連結：
  6. 浦青青,黃惠婷,陳相仲(2018)。整合Kano模式與重要－表現程度分析法檢視博物館服務品質關鍵因素：以國立科學工藝博物館為例。科技博物，22(2)，5-35。
    連結：
  7. 張友信,李玲玉,梁瑋如(2021)。防疫期間幼兒園應該做什麼？—Kano二維品質觀點。商管科技季刊，22(4)，465-489。
    連結：
  8. 張旭華,呂鑌洧(2010)。以整合性模式探討保險業服務設計與服務品質之提升。管理與系統，17(1)，131-157。
    連結：
  9. 張旭華,呂鑌洧(2009)。運用TRIZ-based方法於創新服務品質之設計—以保險業為例。品質學報，16(3)，179-193。
    連結：
  10. 郭義隆,郝宗瑜(2010)。應用FMEA機制探討降低印前製程不良率之可行性研究。中華印刷科技年報，2010，190-201。
    連結：
  11. 陳至柔,許麗玲,陳昱衡(2016)。應用Kano和TRIZ發展網路品質創新方案之研究—以線上購買3C產品為例。品質學報，23(2)，91-116。
    連結：
  12. 陳容莉,黃霈涵,林姒鋆,張祐誠,賴政豪(2021)。以精緻化Kano模型探討海底撈餐廳之服務品質要素歸類。運動休閒餐旅研究，16(3)，1-17。
    連結：
  13. 曾清枝,林萱瑋(2018)。整合Kano和品質機能展開以提升桃園國際機場之顧客滿意度。品質學報，25(5)，289-309。
    連結：
  14. 湯玲郎,翁華鴻,蔡金倉(2017)。運用IPA模式探討松山國際機場旅客滿意度之研究。運輸計畫季刊，46(3)，293-318。
    連結：
  15. 賀天君,顏進儒(2017)。桃園國際機場陸側服務品質屬性與優先改善順序。運輸計畫季刊，46(4)，319-341。
    連結：
  16. 楊雅琪(2019)。室外網球場服務品質分析與改善之研究—IPA與Kano二維品質模式應用。數據分析，14(2)，69-86。
    連結：
  17. 鄧維兆,李友錚(2007)。北投溫泉旅館關鍵服務品質屬性確認—Kano模式與IPA之應用。品質學報，14(1)，99-113。
    連結：
  18. 盧右梅,吳信宏(2010)。應用IPA模式檢視臺灣高鐵乘客之服務品質需求。品質學報，17(1)，21-43。
    連結：
  19. Agyekum, K.,Akli-Nartey, E. E. K.,Kukah, A. S.,Agyekum, A. K.(2023).Importance-performance analysis (IPA) of the indoor environmental quality (IEQ) of an EDGE-certified building in Ghana.International Journal of Building Pathology and Adaptation,41(1),73-95.
  20. Ali, M.,Raza, S. A.(2017).Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model.Total Quality Management & Business Excellence,28(5–6),559-577.
  21. Allen, J.,Bellizzi, M. G.,Eboli, L.,Forciniti, C.,Mazzulla, G.(2021).Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study.Transportation Letters,13(3),243-253.
  22. Altshuller, G.(1999).The Innovation Algorithm: TRIZ, Systematic Innovation and Technical Creativity.Worcester, MA:Technical Innovation Center.
  23. Andriani, M.,Irawan, H.,Asyura, N. R.(2021).Improving quality using the Kano model in overcoming competition in the service industry.International Journal of Engineering, Science and Information Technology,1(4),13-18.
  24. Awad, M.,Alzaatreh, A.,AlMutawa, A.,Al Ghumlasi, H.,Almarzooqi, M.(2020).Travelers’ perception of service quality at Dubai International Airport.International Journal of Quality & Reliability Management,37(9–10),1259-1273.
  25. Bae, W.,Chi, J.(2022).Content analysis of passengers’ perceptions of airport service quality: the case of Honolulu International Airport.Journal of Risk and Financial Management,15(1),5.
  26. Bejou, D.,Palmer, A.(1998).Service failure and loyalty: an exploratory empirical study of airline customers.Journal of Services Marketing,12(1),7-22.
  27. Bellizzi, M. G.,Eboli, L.,Mazzulla, G.,Postorino, M. N.(2022).Classification trees for analysing highly educated people satisfaction with airlines’ services.Transport Policy,116,199-211.
  28. Berger, C.,Blauth, R.,Boger, D.,Bolster, C.,Burchill, G.,DuMouchel, W.(1993).Kano’s methods for understanding customer-defined quality.Center for Quality of Management Journal,2(4),3-36.
  29. Bezerra, G. C. L.,Gomes, C. F.(2018).Performance measurement practices in airports: multidimensionality and utilization patterns.Journal of Air Transport Management,70,113-125.
  30. Bogicevic, V.,Yang, W.,Bilgihan, A.,Bujisic, M.(2013).Airport service quality drivers of passenger satisfaction.Tourism Review,68(4),3-18.
  31. Boley, B. B.,McGehee, N. G.,Hammett, A. L. T.(2017).Importance-performance analysis (IPA) of sustainable tourism initiatives: the resident perspective.Tourism Management,58,66-77.
  32. Ceylan, C.,Ozcelik, A. B.(2016).A circular approach to SERVQUAL and HOLSAT: an implementation suggestion.Journal of Hotel & Business Management,5(1),1000125.
  33. Chai, K.-H.,Zhang, J.,Tan, K.-C.(2005).A TRIZ-based method for new service design.Journal of Service Research,8(1),48-66.
  34. Chang, D.-S.,Sun, K.-L. P.(2009).Applying DEA to enhance assessment capability of FMEA.International Journal of Quality & Reliability Management,26(6),629-643.
  35. Charoo, N. A.,Ali, A. A.(2013).Quality risk management in pharmaceutical development.Drug Development and Industrial Pharmacy,39(7),947-960.
  36. Chen, J.,Becken, S.,Stantic, B.(2022).Assessing destination satisfaction by social media: an innovative approach using importance-performance analysis.Annals of Tourism Research,93,103371.
  37. Chen, M.-M.,Murphy, H. C.,Knecht, S.(2016).An importance performance analysis of smartphone applications for hotel chains.Journal of Hospitality and Tourism Management,29,69-79.
  38. Chen, T.-L.,Lee, Y.-H.(2006).Kano two-dimensional quality model and important-performance analysis in the student’s dormitory service quality evaluation in Taiwan.Journal of American Academy of Business,9(2),324-330.
  39. Chonsalasin, D.,Jomnonkwao, S.,Ratanavaraha, V.(2021).Measurement model of passengers’ expectations of airport service quality.International Journal of Transportation Science & Technology,10(4),342-352.
  40. Chou, J.-R.(2021).A TRIZ-based product-service design approach for developing innovative products.Computers & Industrial Engineering,161,107608.
  41. Claycamp, H. G.(2007).Perspective on quality risk management of pharmaceutical quality.Drug Information Journal,41(3),353-367.
  42. Correia, A. R.,Wirasinghe, S. C.,de Barros, A. G.(2008).A global index for level of service evaluation at airport passenger terminals.Transportation Research Part E: Logistics and Transportation Review,44(4),607-620.
  43. Cronbach, L. J.(1951).Coefficient alpha and the internal structure of tests.Psychometrika,16(3),297-334.
  44. Dabestani, R.,Shahin, A.,Saljoughian, M.,Shirouyehzad, H.(2016).Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA: the case of four star hotels.International Journal of Quality & Reliability Management,33(2),160-177.
  45. Fodness, D.,Murray, B.(2007).Passengers’ expectations of airport service quality.Journal of Services Marketing,21(7),492-506.
  46. Goodwin, C.,Ross, I.(1992).Consumer responses to service failures: influence of procedural and interactional fairness perceptions.Journal of Business Research,25(2),149-163.
  47. Greenall, J.,Walsh, D.,Wichman, K.(2007).Failure mode and effects analysis: a tool for identifying risk in community pharmacies.Canadian Pharmacists Journal,140(3),191-193.
  48. Hodges, N. J.,Link, A. N.(2019).Innovation by design.Small Business Economics,52(2),395-403.
  49. Hong, S.-J.,Choi, D.,Chae, J.(2020).Exploring different airport users’ service quality satisfaction between service providers and air travelers.Journal of Retailing and Consumer Services,52,1-10.
  50. Houghton, J. R.,Rowe, G.,Frewer, L. J.,van Kleef, E.,Chryssochoidis, G.,Kehagia, O.(2008).The quality of food risk management in Europe: perspectives and priorities.Food Policy,33(1),13-26.
  51. Hu, K.-C.,Chia, K.-C.,Lu, M.,Liang, Y.-L.(2022).Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services.The International Journal of Logistics Management,33(2),477-498.
  52. Hu, K.-C.,Hsiao, M.-W.(2016).Quality risk assessment model for airline services concerning Taiwanese airlines.Journal of Air Transport Management,53,177-185.
  53. Hu, K.-C.,Lee, P. T.-W.(2017).Novel 3D model for prioritising the attributes of port service quality: cases involving major container ports in Asia.International Journal of Shipping and Transport Logistics,9(6),673-695.
  54. Ishak, N. M.,Sivakumar, D.,Mansor, M. R.(2018).The application of TRIZ on natural fibre metal laminate to reduce the weight of the car front hood.Journal of the Brazilian Society of Mechanical Sciences and Engineering,40(2),105.
  55. Izadi, A.,Jahani, Y.,Rafiei, S.,Masoud, A.,Vali, L.(2017).Evaluating health service quality: using importance performance analysis.International Journal of Health Care Quality Assurance,30(7),656-663.
  56. Janatyan, N.,Shahin, A.(2020).Product value analysis: a developed cost–benefit analysis ratio based on the Kano and PAF models.The TQM Journal,33(1),163-181.
  57. Jeeradist, T.,Thawesaengskulthai, N.,Sangsuwan, T.(2016).Using TRIZ to enhance passengers’ perceptions of an airline’s image through service quality and safety.Journal of Air Transport Management,53,131-139.
  58. Jeroncic, B.(2010).Improved utilization of self-inspection programs within the GMP environment—a quality risk management approach.Journal of GXP Compliance,14(3),84-97.
  59. Jiang, H.,Liang, T.(2019).Investigate airport service quality—a case study of airports in Shanghai.International Journal of Business, Economics and Management,6(2),61-75.
  60. Kermanshachi, S.,Nipa, T. J.,Nadiri, H.(2022).Service quality assessment and enhancement using Kano model.PLOS ONE,17(2),e0264423.
  61. Kondo, Y.(2001).Customer satisfaction: how can I measure it?.Total Quality Management,12(7–8),867-872.
  62. Koneswarakantha, B.,Ménard, T.(2022).Statistical modeling for quality risk assessment of clinical trials: follow-up at the era of remote auditing.Therapeutic Innovation & Regulatory Science,56(3),433-441.
  63. Koomsap, P.,Charoenchokdilok, T.(2018).Improving risk assessment for customer-oriented FMEA.Total Quality Management & Business Excellence,29(13–14),1563-1579.
  64. Landrum, H.,Prybutok, V. R.,Zhang, X.,Peak, D. A.(2009).Measuring IS system service quality with SERVQUAL: users’ perceptions of relative importance of the five SERVPERF dimensions.Informing Science: The International Journal of an Emerging Transdiscipline,12,17-35.
  65. Liu, M.-S.(2010).A refined and integrated Kano model and the implementation of quality function deployment—research on the library of a vocational and technical school in Southern Taiwan.The International Journal of Organizational Innovation,2(3),305-335.
  66. Löfgren, M.,Witell, L.(2005).Kano’s theory of attractive quality and packaging.Quality Management Journal,12(3),7-20.
  67. Löfgren, M.,Witell, L.(2008).Two decades of using Kano’s theory of attractive quality: a literature review.Quality Management Journal,15(1),59-75.
  68. Mainardes, E. W.,de Melo, R. F. S.,Moreira, N. C.(2021).Effects of airport service quality on the corporate image of airports.Research in Transportation Business and Management,41,100668.
  69. Mansoor, M.,Mariun, N.,Abdul Wahab, N. I.(2017).Innovating problem solving for sustainable green roofs: potential usage of TRIZ-theory of inventive problem solving.Ecological Engineering,99,209-221.
  70. Martilla, J. A.,James, J. C.(1977).Importance-performance analysis.Journal of Marketing,41(1),77-79.
  71. Matzler, K.,Bailom, F.,Hinterhuber, H. H.,Renzl, B.,Pichler, J.(2004).The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis.Industrial Marketing Management,33(4),271-277.
  72. Matzler, K.,Hinterhuber, H. H.(1998).How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment.Technovation,18(1),25-38.
  73. Matzler, K.,Hinterhuber, H. H.,Bailom, F.,Sauerwein, E.(1996).How to delight your customers.Journal of Product & Brand Management,5(2),6-18.
  74. McDermott, R. E.,Mikulak, R. J.,Beauregard, M. R.(2008).The Basics of FMEA.New York, NY:Productivity Press.
  75. Mire-Sluis, A.,Ramnarine, E.,Siemiatkoski, J.,Weese, D.,Swann, P.,O’Keeffe, R.(2010).Practical applications of quality risk management.BioProcess International,8(3),20-32.
  76. Mohebifar, R.,Hasani, H.,Barikani, A.,Rafiei, S.(2016).Evaluating service quality from patients’ perceptions: application of importance–performance analysis method.Osong Public Health and Research Perspectives,7(4),233-238.
  77. Moran, D.,Ertas, A.,Gulbulak, U.(2021).A unique transdisciplinary engineering-based integrated approach for the design of temporary refugee housing using Kano, HOQ/QFD, TRIZ, AD, ISM and DSM Tools.Designs,5(2),31.
  78. Naletina, D.,Petljak, K.,Sremac, M.(2019).Empirical research on user satisfaction with the transport and the supporting services at Croatian airports.Pomorstvo,33(1),92-101.
  79. Njoku, I.,Udoka, C. G.(2021).Customers’ expectations and perceptions of airport service quality performance in Murtala Muhammed International Airport, Lagos, Nigeria.Indian Journal of Engineering,18(50),381-390.
  80. Nuraida, I.,Danil, L.(2019).A model of service quality to improve international airports ranking stars.Academy of Marketing Studies Journal,23(4),235.
  81. Ookalkar, A. D.,Joshi, A. G.,Ookalkar, D. S.(2009).Quality improvement in haemodialysis process using FMEA.International Journal of Quality & Reliability Management,26(8),817-830.
  82. Orloff, M. A.(2006).Inventive Thinking Through TRIZ: A Practical Guide.Berlin, Germany:Springer.
  83. Pai, F.-Y.,Yeh, T.-M.,Tang, C.-Y.(2018).Classifying restaurant service quality attributes by using Kano model and IPA approach.Total Quality Management & Business Excellence,29(3–4),301-328.
  84. Pandey, A.,Sahu, R.,Joshi, Y.(2022).Kano model application in the tourism industry: a systematic literature review.Journal of Quality Assurance in Hospitality & Tourism,23(1),1-31.
  85. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1985).A conceptual model of service quality and its implications for future research.Journal of Marketing,49(4),41-50.
  86. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1988).SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing,64(1),12-40.
  87. Park, H.,Lee, M.,Back, K.-J.(2021).Exploring the roles of hotel wellness attributes in customer satisfaction and dissatisfaction: application of Kano model through mixed methods.International Journal of Contemporary Hospitality Management,33(1),263-285.
  88. Pezeshki, V.,Mousavi, A.,Grant, S.(2009).Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry.Measuring Business Excellence,13(1),82-92.
  89. Prajapati, P. B.,Jayswal, K.,Shah, S. A.(2021).Application of quality risk assessment and DoE-based enhanced analytical quality by design approach to development of chromatography method for estimation of combined pharmaceutical dosage form of five drugs.Journal of Chromatographic Science,59(8),714-729.
  90. Purushothaman, K.,Ahmad, R.(2022).Integration of Six Sigma methodology of DMADV steps with QFD, DFMEA and TRIZ applications for image-based automated inspection system development: a case study.International Journal of Lean Six Sigma,13(6),1239-1276.
  91. Puspitasari, N. B.,Wicaksono, P. A.,Al Aziz, T.(2018).Evaluation of quality with risk assessment using Kano model and FMEA in Indonesia airline services.IOP Conference Series: Earth and Environmental Science,195,012074.
  92. Quader, M. S.(2009).Manager and patient perceptions of a quality outpatient service: measuring the gap.Journal of Services Research,9(1),109-137.
  93. Rahim, Z. A.,Sheng, I. L. S.,Nooh, A. B.(2015).TRIZ methodology for applied chemical engineering: a case study of new product development.Chemical Engineering Research and Design,103,11-24.
  94. Ratnamurni, E. D.,Ludiya, E.,Luthfiartie, A.(2022).Quality risk management in infusation product distribution using failure mode and effect analysis (FMEA) and analytical hierarchy process (AHP) methods.International Journal of Science, Technology & Management,3(1),229-244.
  95. Ruchti, B.,Livotov, P.(2001).TRIZ-based innovation principles and a process for problem solving in business and management.The TRIZ Journal,2001(12)
  96. Russo, D.,Spreafico, C.(2015).TRIZ 40 Inventive principles classification through FBS ontology.Procedia Engineering,131,737-746.
  97. Sampson, S. E.,Showalter, M. J.(1999).The performance-importance response function: observations and implications.Service Industries Journal,19(3),1-25.
  98. Sánchez Pérez, M.,Carlos Gázquez Abad, J.,María Marín Carrillo, G.,Sánchez Fernández, R.(2007).Effects of service quality dimensions on behavioural purchase intentions: a study in public sector transport.Managing Service Quality: An International Journal,17(2),134-151.
  99. Seetanah, B.,Teeroovengadum, V.,Nunkoo, R.(2020).Destination satisfaction and revisit intention of tourists: does the quality of airport services matter?.Journal of Hospitality and Tourism Research,44(1),134-148.
  100. Shahin, A.(2004).Integration of FMEA and the Kano model: an exploratory examination.International Journal of Quality & Reliability Management,21(7),731-746.
  101. Sojka, V.,Lepšík, P.(2020).Use of TRIZ, and TRIZ with other tools for process improvement: a literature review.Emerging Science Journal,4(5),319-335.
  102. Souchkov, V.(2007).,Enschede, The Netherlands:ICG Training & Consulting.
  103. Sousa, R.,Voss, C. A.(2009).The effects of service failures and recovery on customer loyalty in e-services: an empirical investigation.International Journal of Operations & Production Management,29(8),834-864.
  104. Spreafico, C.(2021).Quantifying the advantages of TRIZ in sustainability through life cycle assessment.Journal of Cleaner Production,303,126955.
  105. Su, C.-T.,Lin, C.-S.,Chiang, T.-L.(2008).Systematic improvement in service quality through TRIZ methodology: an exploratory study.Total Quality Management & Business Excellence,19(3),223-243.
  106. Teplická, K.,Seňová, A.,Hurná, S.,Szalay, Z.(2021).FMEA—a preventive tool of risks assessment and detection of processes failures.Quality-Access to Success,22(182),41-45.
  107. Vaez Shahrestani, H.,Shahin, A.,Teimouri, H.,Shaemi Barzoki, A.(2020).Revising the Kano model for designing an employee compensation system: developing one-dimensional attributes.The TQM Journal,32(1),78-91.
  108. Wang, X.,Li, X. R.,Zhen, F.,Zhang, J.(2016).How smart is your tourist attraction?: measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach.Tourism Management,54,309-320.
  109. Wasserman, G. S.(1993).On how to prioritize design requirements during the QFD planning process.IIE Transactions,25(3),59-65.
  110. Wiredja, D.,Popovic, V.,Blackler, A.(2019).A passenger-centred model in assessing airport service performance.Journal of Modelling in Management,14(2),492-520.
  111. Wu, P.-J.,Chien, C.-L.(2021).AI-based quality risk management in omnichannel operations: O2O food dissimilarity.Computers & Industrial Engineering,160,107556.
  112. Yang, C.-C.(2005).The refined Kano’s model and its application.Total Quality Management & Business Excellence,16(10),1127-1137.
  113. Yang, W.,Cao, G.,Peng, Q.,Sun, Y.(2021).Effective radical innovations using integrated QFD and TRIZ.Computers & Industrial Engineering,162,107716.
  114. Yin, J.,Cao, X. J.,Huang, X.,Cao, X.(2016).Applying the IPA–Kano model to examine environmental correlates of residential satisfaction: a case study of Xi’an.Habitat International,53,461-472.
  115. Ying, Y.,Xiang, Z.,Cong, J.,Zhu, L.(2022).Kano-FBS model: a data-driven innovative design approach for smart product-service system development.Journal of Physics: Conference Series,2232,012004.
  116. Zhang、 Y.,Liu, T.(2023).Risk assessment based on a STPA–FMEA method: a case study of a sweeping robot.Risk Analysis,43(3),590-604.
  117. Zhang、 Y.,Xie, Y.(2005).Small community airport choice behavior analysis: a case study of GTR.Journal of Air Transport Management,11(6),442-447.
  118. Zoghi, M.,Rostami, G.,Khoshand, A.,Motalleb, F.(2021).Material selection in design for deconstruction using Kano model, fuzzy-AHP and TOPSIS methodology.Waste Management & Research,40(4),410-419.
  119. 王美乃(2012)。應用TRIZ改善市場監督之研究：以經濟部標準檢驗局高雄分局瑕疵除濕機召回為例。工程科技與教育學刊，9(3)，391-402。
  120. 宋明弘(2016).TRIZ萃智：系統性創新理論與應用.臺中:鼎茂.
  121. 宋明哲(2001).現代風險管理.臺北:五南.
  122. 李治綱,鍾志成,林杜寰,張仕龍,張恩輔,陳一昌,吳熙仁(2009)。公共運輸之安全績效：臺灣鐵路管理局之個案分析。運輸計畫季刊，38(4)，381-405。
  123. 李德盛,賴福來(2011)。整合Kano模式與IPA應用於鋼線服務品質之研究—以SH公司為例。創新與管理，8(3)，125-148。
  124. 狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。
  125. 鄭燦堂(2007).風險管理：理論與實務.臺北:五南.
  126. 鄧肖琳,張明穎(2009)。服務品質屬性、績效、重要性與顧客滿意度—以臺灣地區銀行為例。中華管理學報，10(4)，91-111。
print cancel