| 英文摘要 |
During the post-pandemic period, economic behaviors and responses are being influenced by the rapidly changing situation. One significant change is customers’preference and purchase behaviors for medical face masks as a crucial resource in preventing COVID-19, leading face mask companies to encounter market competition and shifting customer attitudes. To stay competitive, companies must grasp customer satisfaction and adapt their products to meet evolving needs in highly rivalrous markets. This study employs quality analysis methods, including Garvin’s eight-dimensional product quality framework and the Kano two-dimensional model, to identify 32 features of medical face masks and investigate the effect of innovative and existing product quality attributes on customer satisfaction and requirements. The findings suggest that different quality attributes categorized in different dimensions have varying impacts on customer satisfaction and requirements; for example, the“Indifference”attribute mostly is in the dimension“Aesthetics”and the dimension“Perceived Value.”It suggests that customers do not place much importance on the aesthetic aspects or the perceived value. On the other hand, the“One- Dimensional”and“Must-be”attributes are mostly located in the dimension“Performance”and the dimension“Conformance.”It suggests that the dimensions of“Performance”and“Conformance”are more related to how well the product performs its intended function and how well it meets its specifications or standards. These findings have practical implications for face mask manufacturers, helping them prioritize quality attributes and develop strategies to optimize customer satisfaction. Additionally, the study lays the groundwork for future research in product quality attributes and dimensions classification. |
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