智慧產品服務系統之知覺品質評估：以智慧廚電為例

Integrated Quality Assessment for Perceived Quality of Smart PSS: A Study on Smart Kitchen Appliances

先進資通訊技術推動「產品服務系統」（product-service systems, PSS）轉換成「智慧產品服務系統」（smart PSS）。先前相關研究側重於經濟與功能等面向的價值訴求，卻忽略了價值創造過程中和顧客的情感聯繫。以智慧廚電為例，本研究採用整合品質評估法（integrated quality assessment），旨在探討顧客對智慧產品服務系統之知覺品質評價、滿意度以及重要性之間的相關性。首先，從有用性、彈性、可靠性、費用以及技術性五個構面確立知覺品質評估指標，再應用Kano模式探討知覺品質屬性與滿意度之間的五種線性與非線性關係，且透過Refined Kano模式與重要性–滿意度模式（importance-satisfaction mode, I-S mode）對品質屬性的「重要性」與「滿意度」進行分析，以確定智慧產品服務系統知覺品質的分類、排序以及改進優先順序。本研究主要發現，16個知覺品質與顧客滿意度之間存在不同的Kano品質屬性分類關係，並可結合「重要性」與「滿意度」呈現智慧產品服務系統知覺品質的改進優先順序，具體結論為：（1）宜將單一產品整合至智慧家居中，以更高的整體產品性能滿足顧客需求；（2）企業須慎重評估服務付費的合理性與可負擔性，將服務收益置於更廣泛價值鏈中；（3）企業在系統彈性方面的設計佈局可聚焦於回應性，從而有效地效應對複雜情境中的顧客需求變化。

The widespread application of advanced information and communication technologies (ICT) is driving a transformation of product-service systems (PSS) to smart PSS. However, existing literature often focuses on the economic and functional aspects of smart PSS while overlooking the emotional connection with customers. Therefore, this study adopted the integrated quality assessment that integrates Kano’s model, refined Kano’s model, and I-S mode to reveal some valuable perceived quality information for smart PSS design in context of smart kitchen appliances. First, the evaluation indicators from five dimensions including usefulness, flexibility, reliability, fee, and technicality were established through which the linear and nonlinear relationships between quality attributes and satisfaction were classified from Kano’s model. Subsequently, the refined Kano’s model and the importance-satisfaction mode (I-S mode) were adopted to sort the perceived quality attributes according to the priority for quality improvement in smart PSS. The results show that 16 perceived qualities were classified into different Kano’s categorizations and were refined with importance and satisfaction to determine the priority for quality improvement in smart PSS. The specific conclusions are as follows: (1) an individual product should be integrated into smart home to enhance overall product performance; (2) placing service revenue in the broader value chain ensures that the service fees are reasonable and affordable to customers.; (3) the key aspect of system flexibility lies in its responsiveness, particularly to dynamic requirements in complex scenarios.