Abstract: The clinical laboratory has received considerable recognition globally due to the rapid development of advanced technology, economic demands and its role in a patient’s treatment cycle. Although various cross-domain experiments and practices with respect to clinical laboratory projects are ready for the full swing, the customer needs are still ambiguous and debatable. The purpose of this study is to apply Kano’s model and customer satisfaction matrix to categorize service quality attributes in order to see how well these attributes are able to satisfy customer needs. The result reveals that ten of the 26 service quality attributes have greater impacts on highly increasing customer’s satisfaction and should be taken in consideration firstly.
Abstract: Due to the fast development of technology, the
competition of technological products is turbulent; therefore, it is
important to understand the market trend, consumers- demand and
preferences. As the smartphones are prevalent, the main purpose of
this paper is to utilize Analytic Hierarchy Process (AHP) to analyze
consumer-s purchase evaluation factors of smartphones. Through the
AHP expert questionnaire, the smartphones- main functions are
classified as “user interface", “mobile commerce functions",
“hardware and software specifications", “entertainment functions" and
“appearance and design", five aspects to analyze the weights. Then
four evaluation criteria are evaluated under each aspect to rank the
weights. Based on an analysis of data shows that consumers consider
when purchase factors are “hardware and software specifications",
“user interface", “appearance and design", “mobile commerce
functions" and “entertainment functions" in sequence. The “hardware
and software specifications" aspect obtains the weight of 33.18%; it is
the most important factor that consumers are taken into account. In
addition, the most important evaluation criteria are central processing
unit, operating system, touch screen, and battery function in sequence.
The results of the study can be adopted as reference data for mobile
phone manufacturers in the future on the design and marketing
strategy to satisfy the voice of customer.