結合Kano二維品質模式與IPA分析探討觀賞性運動-以SBL、UBA、HBL為例
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(2) Kano. IPA SBL. 2019. UBA. -. と. HBL. 8. SBL UBA. し HBL. Kano. IPA 468. SBL UBA UBA. に 39. HBL HBL. と. と. じ IPA. (37). (. SSI. 」. 8. DDI. (1 22 30 37) UBA. じ (1. と. 15 22. SBL. 4. (8 25 30 37) HBL. 37) (. SBL. し と. SBL UBA. Kano. SBL. じ. IPA. (. Kano. i. SBL UBA. HBL. SBL. と. UBA. HBL. HBL. 4 5.
(3) Exploring Service Quality Attributions on SpectatorSportby Applying Kano Model and IPA − A Case of SBL. UBA and HBL. August, 2019 Author: Huang, Jyun-Wei Advisor: Chu, Wen-Tseng Abstract. This study developed the survey with 39 items, used Kano two-dimensional model to classify the quality elements and combined importance-performance analysis (IPA) to analyze the service importance and performance. The analysis results as follows: 1. The audiences of SBL, UBA and HBL are mostly male and the they preferred to attend the game with company. The audiences usually play or watch basketball games. In addition, UBA and HBL audiences are mostly students. 2. Within 39 quality of service, there is no service quality that is classified as Must-be Quality Element and Reverse Quality Element. 3. In the IPA analysis, only one service quality of the SBL, UBA and HBL is in the concentrate here, meaning they have to vocus on this service quality and solved problems. 4. SBL has 4 quality (1, 22, 30, 37), UBA has 4 quality (8, 25,30, 37) and HBL has 5 quality (1, 8, 15, 22, 37) in the concentrate here and SSI or DDI higher than Mean, all of this quality need to be solved prior. 5. The satisfaction of SBL is the lowest. 6. Demographic variable in SBL will affect the audience's perception of Kano two-dimensional quality elements, but not significant on UBA and HBL. In addition, team support in SBL, UBA and HBL doesn’t affect satisfaction.. Key words. Kano two-dimensional model. IPA ii. SBL. UBA. HBL.
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(5) ......................................................................................................................................... i Abstract ...................................................................................................................................... ii ........................................................................................................................................... iii ....................................................................................................................................... iv し. ...................................................................................................................................... vii ........................................................................................................................................ x. ....................................................................................................... 1 ................................................................................................ 1 ............................................................................................................ 3 ............................................................................................................ 3 ................................................................................................ 3 ................................................................................................ 4. ............................................................................................... 6 ................................................................ 6 .......................................................................... 30 .............................................................................. 61 Kano IPA. ........................................................................................ 82 —し. ...................................................................................... 98. iv.
(6) ........................................................................................... 107 ...................................................................................................... 108 ...................................................................................................... 108 .................................................................................... 109 ........................................................................................................ 111 ................................................................................................ 113. ............................................................................................. 128 .......................................................................................................... 128 Kano IPA. ................................................................................ 133 -し. ......................................................................................... 149 IPA .................................................................................. 160 .......................................................... 171. の. ......................................................................................... 177 .......................................................................................................... 177 .................................................................................................................. 180. ........................................................................................................... 183. ................................................................................................................... 207 Kano. IPA. ..................................................... 207. ............................................................................................ 208 v.
(7) ............................................................................ 220. し の. Kano. ..................................... 223. vi.
(8) し し 2-1-1 SBL. .................................................................................................. 8. し 2-1-2 SBL. .................................................................... 12. し 2-1-3 SBL. .................................................................... 13. し. し 2-1-4 SBL. ........................................................................................ 14. し 2-1-5 SBL. .................................................................... 15. し 2-1-6 SBL と. ................................................................ 15. し 2-1-7 UBA. ....................................................................................... 20. し 2-1-8 UBA. ............................................................... 21. し 2-1-9 UBA. ........................................................................... 22. し 2-1-10 UBA と. ............................................................. 22. し 2-1-11 HBL. ......................................................................... 26. し 2-1-12 HBL. ..................................................................................... 27. し 2-1-13 HBL. ......................................................................... 28. し 2-1-14 HBL と. ............................................................. 29. し 2-2-1. ................................................................................................ 31. し 2-2-2. ................................................................................................ 41. し 2-2-3 と し 2-2-4. ............................................................................................ 44 と. し 2-2-5 と し 2-2-6. ................................................................................ 52 ............................................................................................ 52. と. し 2-2-7 と. ................................................................................ 56 .................................................................................... 56. し 2-2-8. と. ........................................................................ 58. し 2-2-9. と. ................................................................................ 59. し 2-3-1. ........................................................................................................ 63 vii.
(9) し 2-3-2. ................................................................................................ 64. し 2-3-3. ................................................................................................ 77. し 2-3-4 SERVPERF. ................................................................................... 78. し 2-3-5. と. ............................................................................ 79. し 2-3-6. SERVQUAL と. ..................................................... 80. し 2-4-1. Kano. ......................................... 88. し 2-4-2. Kano. ..................................... 89. し 2-4-3. Kano. ............................. 89. し 2-4-4. Kano. ..................................... 90. し 2-4-5. Kano. ................................. 91. し 2-4-6. Kano. ............................................. 91. し 2-4-7. Kano. ............................................................. 92. し 2-4-8. Kano. ............................................................. 93. し 2-4-9. Kano. ..................................................... 97. し 2-5-1. IPA. ............................................................................. 101. し 2-5-2. IPA. ............................................................. 101. し 2-5-3. IPA. し 2-5-4. Kano. し 2-5-5. Kano. し ............................................................................... 105. し 2-5-6. Kano. IPA し ............................................................... 106. し 3-3-1 SBL 2018-2019 し 3-3-2 UBA. ......................................................... 102. と IPA. ................................... 103. し ....................................................................................... 110. HBL 2018-2019. し .......................................................................... 111. し 3-5-1. し .......................................................................... 114. し 3-5-2. し .......................................................................... 116. し 4-1-1. .......................................................................................... 129. し 4-1-2 SBL in. ............................................................................. 130 viii.
(10) し 4-1-3 UBA in. ................................................................................... 131. し 4-1-4 HBL in. .................................................................................... 132. し 4-2-1 SBL in. Kano. .......................................................... 134. し 4-2-2 SBL in. し................................................................. 136. し 4-2-3 UBA in. Kano. ......................................................... 138. し 4-2-4 UBA in. し ............................................................... 140. し 4-2-5 HBL in. Kano. ......................................................... 142. し 4-2-6 HBL in. し ................................................................ 144. し 4-2-7 SBL UBA. HBL. Kano. ..................................... 145. し 4-2-8 SBL UBA. HBL. Kano. ..................................... 147. し 4-2-9 SBL UBA. HBL. Kano. ..................................... 148. し 4-3-1 SBL in. ................................................................. 150. し 4-3-2 UBA in. ............................................................... 152. し 4-3-3 HBL in. ................................................................ 154. し 4-3-4 SBL UBA. HBL. し ...................................................... 156. し 4-4-1 SBL in. し................................................................. 160. し 4-4-2 SBL in. Kano. IPA し ............................................................. 162. し 4-4-3 UBA in. し ............................................................... 164. し 4-4-4 UBA in. Kano. IPA し ............................................................ 166. し 4-4-5 HBL in. し ................................................................ 167. し 4-4-6 HBL し 4-5-1. Kano ANOVA. IPA. し ......................................................... 169. し ......................................................................... 173. し 4-5-2 SBL in. ..................................................................... 175. し 4-5-3 UBA in. ................................................................... 175. し 4-5-4 HBL in. .................................................................... 175. ix.
(11) 2-1.. ....................................................................................................... 8. 2-2.. ............................................................................... 9. 2-3.. ............................................................................................................... 9. 2-4.. ............................................................................................................. 10. 2-5.. ................................................................................................................. 10. 2-6.. ............................................................................................................. 11. 2-7.. ..................................................................................................... 11. 2-8. Nicosia Model........................................................................................................... 34 2-9. Kotler Model............................................................................................................. 35 2-10. Howard-Sheth Model ............................................................................................. 36 2-11. EBM Model ............................................................................................................ 37 2-12. PZB. ................................................................................................................ 66. 2-13. PZB. ........................................................................................................ 68. 2-14. PZB SERVEQUAL. ................................................................................... 69. 2-15. PZB SERVEQUAL. ........................................................................... 70. 2-16. PZB SERVEQUAL. ........................................................................... 71. 2-17. PZB SERVEQUAL 22. .......................................................................... 72. 2-18. PZB SERVEQUAL. 22. .. ............................................................... 73. 2-19. SERVPERF Perfromance. .......................................................................... 76. 2-20. SERVPERF Importance. ............................................................................ 76. 2-21. Kano. ............................................................................................... 84. 2-22. Kano. ........................................................................................... 86. 2-23. Matzler. .......................................................................................... 87. x.
(12) 2-24.. ................................................................................... 92. 2-25. IPA. ............................................................................................................. 99. 2-26. IPA. ................................................................................................... 100. 3-1.. ............................................................................................... 108. 3-2.. ............................................................................................... 109. 3-3.. ............................................................................................... 112. 4-1. SBL. IPA. ....................................................................................... 150. 4-2. UBA. IPA. ...................................................................................... 152. 4-3. HBL. IPA. ....................................................................................... 154. 4-4. SBL. .................................................................................................... 171. 4-5. UBA. ................................................................................................... 172. xi.
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(56) (2003) (. ). 」. / 7. (. と. ). (2000). と. と. そ と し 2-2-3. し 2-2-3. と で (. ). Collins (2005). (. (1) The stadium is clean. (2) The stadium's design allows fast access to amenities (such as toilets and food and beverage services).. (1) The stadium's (1) My view of the physical game is good, facilities are given the price visually I paid for the appealing. ticket. (2) The design of (2) The stadium the physical design enables environment for me to feel the Super 12 is involved in the excellent. match.. ) 44. (1) Transportation options to the stadium are adequate. (2) The stadium's layout allows for suitable interaction with other spectators..
(57) し 2-2-3 (. と. ) で. (. ). Collins (2005). (3) I can reliably get a car park.. (3) You feel safe walking to and from the stadium (4) Other spectators do not affect my ability to enjoy a quality Super 12 match experience.. (4) I can easily see replays of the game on the “ big screen” . (5) Sound systems are of high quality. (6) Shelter from weather extremes is adequate.. (3) Security staff adequately control disorderly behavior. (4) Tickets are efticiently collected. (5) Security staff are willing to help you. (6) Food and beverage workers are concerned with giving fast service.. (7) The seats are comfortable.. (7) Security staff are courteous.. (8) I generally have enough space around me.. (8) Security staff allow you to get to your seat quickly.. (9) The stadium's layout makes it easy to get. (9) ecurity staff are able to answer questions.. to and from my seat. (. 45. ).
(58) し 2-2-3 (. と. ) で. (. ). Collins (2005). (10) Car parking is secure.. (10) Food and beverage workers are efficient. (11) Security staff enforce non-smoking policies. (12) Security staff make you feel safe during the game. (13) Ticket collectors are courteous. (14) Overall, the quality of the interactions with all employees involved in the Super 12 is excellent.. (11) Scoreboards are of high quality. (12) Car parking is adequately close to the stadium. (13) The toilets are clean.. (. 46. ).
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(81) PZB. し. 2-3-3. 2-14. PZB SERVEQUAL. Parasuraman, A., Zeithaml, V. A., & Berry,. L. L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Parasuraman Zeithaml. Berry. 43. 54. 34. 69. 2-3-4.
(82) 2-15. PZB SERVEQUAL. Parasuraman, A., Zeithaml, V. A., &. Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Parasuraman Zeithaml. Berry. そ. SERVQUAL. (. ). (tangibles). 34. 2-3-1 (. P.Z.B. し. し. 70.
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(85) 2-18. PZB SERVEQUAL. 22. Parasuraman, A., Zeithaml, V. A.,. & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 420-450.. 73.
(86) Parasuraman, Zeithaml. Berry. : (. ) Parasuraman, Zeithaml. Berry. 」. し( し(. (. ) Parasuraman, Zeithaml 6.22. (. Berry. 7. ). (. Parasuraman, Zeithaml. should (. ). (. ) SERVQUAL. Berry. will. SERVQUAL (skeleton) SERVQUAL し 」. (. SERVQUAL. SERVQUAL. し. SERVQUAL. し. じ. と McDonald, Sutton,. SERVQUAL SERVEQUAL. Milne (1995). TEAMQUAL. し. SERVEQUAL. し. PZB (. し. SERVPERF. し. と SERVPERF. SERVPERF. し. SERVPERF Carman (1990). し. し. SERVQUAL. し で. 74. Carman. し.
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(88) 2-19. SERVPERF Perfromance. Cronin Jr, J. J. & Taylor, S. A. (1992).. Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68.. 2-20. SERVPERF Importance. Cronin Jr, J. J. & Taylor, S. A. (1992).. Measuring service quality: a reexamination and extension. The journal of marketing, 56(3), 55-68. 76.
(89) SERVQUAL. SERVPERF. し 2-3-3. し 2-3-3 (. ) SERVPERF. Cronin & Taylor (1992). し. SERVQUAL. し (1996). SERVPERF (. ). (. SERVQUAL. ) non-difference. score ( (2000). SERVQUAL. SERVPERF SERVQUAL SERVPERF. (2004). SERVPERF. SERVQUAL. し (2010). SERVPER SERVPERF. 77. SERVQUAL.
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(93) NBA). SERVQUAL. TEAMQUAL (. ). (. ). (. ). (. ). (. ). TEAMQUAL. し. し. し. し Grammatikopoulos. Papacharisis (2006). SERVQUAL. し (Service Quality Scale) Koustelios (2001). SPORTSERV. し. Theodorakis, Kambitsis, Laios,. し. PZB. SERVQUAL SPORTSERV (. ). (. ). (. ). (. ). (. ) Ko, Zhang, Cattani. Pastore (2011). と. し (scale of event quality in spectator sports, SEQSS) quality). (augmented service quality) (outcome quality). SERVQUAL. (interaction quality). (physical environment quality). PZB (. (game. し TEANQUAL. SPORTSERV. し. そ そ. 81.
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(117) Matzler Kano. Hinterhuber (1998) (SSI). の. (DDI) SSI. し 0 し. 1 し DDI. 0 -1. Yang (2005). し. し IPA. Kano’s Model). Kano IPA. (. Kano. (A. O. し 2-5-5 Kano. M. I). (Refined. 8. し 2-5-5. し. Kano (Attractive. A). (Highly attractive). (Less attractive). (One-dimensional O). (High value-added). (Low value-added). (Must be M). (Critical). (Necessary). (Indifferent I). (Potential). (Care-free). Yang (2005). し. (1). IPA (2) IPA (3). IPA (4). IPA 105.
(118) (5). IPA (6). IPA (7). IPA (. (8). IPA. Yang. し. IPA (. し 2-5-6 し 2-5-6 Kano. IPA し. Kano (Highly attractive). (Excellent). (To be Improved). (Less attractive). (Surplus). (Care-free). (High value-added). (Excellent). (To be Improved). (Low value-added). (Surplus). (Care-free). (Critical). (Excellent). (To be Improved). (Necessary). (Surplus). (Care-free). (Potential). (Excellent). (To be Improved). (Care-free). (Surplus). (Care-free). 106.
(119) (1). し. (Excellent). (. (2). し. be improved). (To. ( (3). し. (Surplus). ( 」 (4). (Care-free). (. し Kano IPA. Kano Kano. 」. SBL UBA. Kano. IPA. Chen IPA. HBL. の. Su (2006). し Yang (2005). 107. Kano. Kano.
(120) SBL UBA HBL. (. 3-1-1). し. Kano. Cronin. の. Chen. し. Kano. と. Su (2006). Kano. Taylor (1992). SERVPERF. IPA. し. 3-1.. 3-2-1 の. 108.
(121) 3-2.. 109.
(122) 18. (. HBL. ) 2019. (. SBL UBA. と. 2. 21. 3. ) 2019. し 3-3-1 SBL 2018-2019. 3. 13. 4. し. 2018.11.07~2018.11.11 2018.11.17~2018.11.25 2018.11.29~2018.12.09 S. 2018.12.14~2018.12.23. B L. 2018.12.28~2019.01.06 2019.01.10~2019.01.27 2019.02.21~2019.03.03 2019.03.07~2019.04.07 2019.04.13~2019.04.16 2019.04.20~2019.04.21 2019.04.23~2019.04.28 2019.05.04~2019.05.05 2019.05.07~2019.05.09. 110. 30. 3. SURVEYCAKE.
(123) し 3-3-2 UBA HBL 2018-2019. U B A. し. 2018.11.25~2018.12.02 2018.12.03~2018.12.10 2018.12.20~2018.12.23 2019.01.03~2019.01.06 2019.02.25~2019.03.04. た. 2019.03.23~2019.03.24 2018.10.25~2018.11.04 H B L. 2018.11.19~2018.11.23 2018.12.24~2018.12.29. (. た. 2019.02.17~2019.02.24 2019.03.16~2019.03.17. し 3-3-1. 3-3-2 (. SBL UBA. HBL. SBL UBA. UBA. HBL. HBL. SURVEYCAKE. (Facebook). 511. 43. 468. 91.5%. SERVPERF Milne (1995). McDonald, Sutton, TEAMQUAL. (2016) と. し. 111. し.
(124) Kano し. の Kano 39 Matzler. Kano. の. Hinterhuber (1998). (2006). 39. Kano. (Likert Scale). Chen (2008). (2013). Kano. IPA. Kano. IPA Kano. 3-3. 3-3. 112. Kano. の. Su (2006). Kano. (perceived importance). Kano. し. IPA.
(125) の Kano. IPA. -し. ANOVA. :. の. と. と. な. (Reliability) し 27%. ( 27%. t. し (Critical Ratio, CR). の し Cronbach’s α 0.7. α Cronbach’s α. し. 」 Cronbach’s α. 0.3. し. し. 113. 0-1 0.5. し. Cronbach’s α.
(126) し 3-5-1 SBL. し α. α. 1.. 4.959**. .528. .928. 2.の. 6.481**. .614. .926. 3.. 7.661**. .695. .924. 4.. 5.082**. .579. .927. 5.. 5.262**. .456. .930. 6.と. 5.535**. .681. .924. 7.. 6.785**. .737. .923. 6.864**. .608. .926. 9.. 7.639**. .706. 10.. 7.766**. .590. .926. 11.. 10.512**. .757. .923. 7.628**. .671. .924. 13.. 7.228**. .712. .923. 14.. 7.984**. .568. .927. 15.. 10.593**. .688. .924. 16.. 6.034**. .639. .925. 17.. 9.479**. .675. .924. 8.. 12.. 。. で. 。. .929. (. 114. .923. ).
(127) し 3-5-1 SBL. し ( ) α. α. 18.. 5.200**. .552. .879. 19.. 8.742**. .650. .873. 20.. 5.657**. .606. .876. 21.. 4.793**. .711. .871. 22.. 9.333**. .665. .873. 23.. 4.758**. .745. 24.. 4.502**. .557. .879. 25.. 4.249**. .566. .878. 26.. 5.724**. .443. .890. 27.. 3.719**. .603. .877. 28.. 5.358**. .543. .880. 29.. 5.358**. .591. .877. 30.. 8.195**. .613. .783. 31.. 7.233**. .551. .790. 32.. 5.657**. .540. .791. 33.. 4.200**. .383. .810. 5.890**. .394. 8.593**. .569. .784. 36.. 5.398**. .373. .805. 37.. 7.325**. .585. .788. 38.. 6.551**. .531. .788. 39.(. 8.849**. .578. .750. 34.. し. 35.. DJ. し Cronbach’s α. .886. .810. .952. *p< .05. 115. .870. .809.
(128) し 3-5-2 SBL. し α. α. 1.. 4.947**. .377. .929. 2.の. 6.217**. .672. .918. 3.. 7.134**. .549. .921. 4.. 4.506**. .624. .919. 5.. 5.451**. .547. .921. 6.と. 6.657**. .542. .922. 7.. 8.190**. .646. .919. 7.339**. .675. .918. 9.. 7.081**. .753. 10.. 7.539**. .727. .917. 11.. 6.126**. .622. .920. 7.947**. .658. .919. 13.. 6.056**. .562. .921. 14.. 5.896**. .651. .919. 15.. 7.464**. .700. .917. 16.. 5.157**. .635. .919. 17.. 7.480**. .745. .917. 8.. 12.. 。. で. 。. .924. (. 116. .916. ).
(129) し 3-5-2 SBL. し ( ) α. α. 18.. 7.881**. .592. .898. 19.. 5.482**. .452. .904. 20.. 9.261**. .680. .893. 21.. 8.215**. .642. .896. 22.. 3.271**. .386. .909. 23.. 8.626**. .833. .886. 24.. 7.939**. .792. 25.. 6.725**. .690. .893. 26.. 6.247**. .664. .894. 27.. 6.917**. .651. .895. 28.. 6.469**. .599. .897. 29.. 5.754**. .614. .897. 30.. 6.948**. .627. .774. 31.. 8.545**. .650. .772. 32.. 7.409**. .517. .788. 33.. 4.588**. .378. .803. 3.816**. .459. 5.038**. .482. .793. 36.. 5.153**. .374. .805. 37.. 5.698**. .368. .805. 38.. 4.571**. .436. .797. 39.(. 5.327**. .583. .783. 34.. し. 35.. DJ. し Cronbach’s α. .904. .809. .952. *p< .05. 117. .888. .795.
(130) し 3-5-3 UBA. し α. α. 1.. 4.747**. .496. .930. 2.の. 7.345**. .549. .929. 3.. 6.466**. .563. .929. 4.. 6.427**. .587. .928. 5.. 7.126**. .529. .931. 6.と. 7.592**. .690. .926. 7.. 8.884**. .699. .926. 7.378**. .634. .927. 9.. 13.394**. .794. 10.. 9.947**. .689. .926. 11.. 9.056**. .728. .925. 7.444**. .656. .927. 13.. 6.488**. .623. .928. 14.. 7.299**. .605. .928. 15.. 10.683**. .655. .927. 16.. 11.362**. .760. .924. 17.. 8.269**. .720. .925. 8.. 12.. 。. で. 。. .931. (. 118. .923. ).
(131) し 3-5-3 UBA. し ( ) α. α. 18.. 4.560**. .669. .890. 19.. 6.848**. .666. .889. 20.. 4.032**. .641. .892. 21.. 5.784**. .574. .893. 22.. 6.894**. .632. .891. 23.. 3.798**. .623. 24.. 4.845**. .666. .890. 25.. 4.568**. .653. .890. 26.. 4.105**. .452. .906. 27.. 3.785**. .754. .885. 28.. 7.133**. .557. .896. 29.. 4.281**. .772. .883. 30.. 6.472**. .752. .811. 31.. 6.041**. .696. .817. 32.. 5.631**. .712. .813. 33.. 6.861**. .480. .835. 4.672**. .375. 5.784**. .609. .822. 36.. 2.643**. .446. .838. 37.. 6.091**. .779. .811. 38.. 4.102**. .423. .838. 39.(. 7.920**. .474. .832. 34.. し. 35.. DJ. し Cronbach’s α. .900. .841. .955. *p< .05. 119. .892. .847.
(132) し 3-5-4 UBA. し α. α. 1.. 6.704**. .716. .942. 2.の. 8.825**. .757. .941. 3.. 6.657**. .740. .941. 4.. 4.940**. .527. .946. 5.. 3.539**. .397. .947. 6.と. 6.679**. .691. .942. 7.. 6.952**. .798. .940. 5.555**. .623. .944. 9.. 6.994**. .624. 10.. 7.137**. .698. .942. 11.. 6.565**. .774. .941. 6.448**. .762. .941. 13.. 4.936**. .746. .941. 14.. 7.821**. .693. .942. 15.. 6.885**. .732. .942. 16.. 6.442**. .718. .942. 17.. 9.280**. .732. .942. 8.. 12.. 。. で. 。. .946. (. 120. .944. ).
(133) し 3-5-4 UBA. し ( ) α. α. 18.. 6.491**. .731. .914. 19.. 7.852**. .561. .921. 20.. 5.600**. .791. .911. 21.. 7.660**. .786. .912. 22.. 6.195**. .479. .924. 23.. 5.535**. .728. .914. 24.. 6.708**. .821. 25.. 4.880**. .573. .921. 26.. 5.775**. .661. .917. 27.. 4.689**. .614. .919. 28.. 5.677**. .681. .916. 29.. 5.607**. .739. .913. 30.. 9.462**. .685. .784. 31.. 7.465**. .751. .779. 32.. 6.330**. .654. .789. 33.. 5.000**. .479. .810. 4.459**. .437. 6.013**. .561. .799. 36.. 4.398**. .352. .823. 37.. 2.854**. .276. .839. 38.. 3.217**. .460. .810. 39.(. 5.725**. .545. .801. 34.. し. 35.. DJ. し Cronbach’s α. .922. .821. .964. *p< .05. 121. .911. .812.
(134) し 3-5-5 HBL. し α. α. 1.. 2.754**. .171. .940. 2.の. 4.000**. .341. .939. 3.. 4.773**. .585. .934. 4.. 7.976**. .727. .930. 5.. 10.518**. .541. .936. 6.と. 6.491**. .662. .932. 7.. 7.513**. .710. .931. 9.295**. .725. .930. 9.. 9.316**. .830. 10.. 14.267**. .721. .931. 11.. 8.266**. .734. .931. 10.234**. .812. .928. 13.. 7.367**. .746. .930. 14.. 9.444**. .683. .931. 15.. 11.529**. .761. .929. 16.. 9.295**. .693. .931. 17.. 8.657**. .716. .931. 8.. 12.. 。. で. 。. .936. (. 122. .928. ).
(135) し 3-5-5 HBL. し ( ) α. α. 18.. 6.408**. .559. .832. 19.. 7.006**. .522. .835. 20.. 4.583**. .550. .836. 21.. 6.971**. .518. .835. 22.. 6.859**. .575. .830. 23.. 4.264**. .560. 24.. 5.611**. .552. .832. 25.. 5.578**. .638. .825. 26.. 3.954**. .326. .859. 27.. 3.808**. .635. .826. 28.. 4.825**. .438. .843. 29.. 4.361**. .569. .830. 30.. 7.961**. .593. .749. 31.. 5.959**. .487. .762. 32.. 5.576**. .365. .774. 33.. 6.727**. .463. .764. 3.954**. .321. 8.024**. .591. .747. 36.. 3.299**. .453. .764. 37.. 8.007**. .610. .752. 38.. 4.572**. .330. .781. 39.(. 9.127**. .453. .765. 34.. し. 35.. DJ. し Cronbach’s α. .846. .783. .944. *p< .05. 123. .834. .783.
(136) し 3-5-6 HBL. し α. α. 1.. 6.700**. .665. .927. 2.の. 6.604**. .763. .924. 3.. 4.402**. .589. .929. 4.. 5.486**. .662. .927. 5.. 4.797**. .482. .931. 6.と. 5.676**. .659. .927. 7.. 7.754**. .747. .925. 8.422**. .629. .928. 9.. 6.584**. .599. 10.. 7.172**. .650. .927. 11.. 7.727**. .771. .924. 7.969**. .732. .925. 13.. 4.954**. .478. .931. 14.. 5.615**. .568. .929. 15.. 7.312**. .703. .926. 16.. 7.360**. .604. .928. 17.. 7.879**. .667. .927. 8.. 12.. 。. で. 。. .931. (. 124. .928. ).
(137) し 3-5-6 HBL. し ( ) α. α. 18.. 5.002**. .690. .912. 19.. 8.751**. .680. .912. 20.. 4.073**. .758. .909. 21.. 7.481**. .736. .910. 22.. 5.046**. .429. .924. 23.. 4.181**. .761. .909. 24.. 5.716**. .704. 25.. 5.409**. .659. .913. 26.. 7.847**. .635. .914. 27.. 4.675**. .700. .911. 28.. 4.150**. .590. .916. 29.. 5.615**. .719. .910. 30.. 8.081**. .494. .746. 31.. 7.357**. .590. .736. 32.. 7.141**. .509. .746. 33.. 3.992**. .402. .758. 6.755**. .596. 7.338**. .499. .745. 36.. 4.094**. .420. .756. 37.. 3.027**. .171. .808. 38.. 5.322**. .501. .747. 39.(. 4.995**. .431. .754. 34.. し. 35.. DJ. し Cronbach’s α. .919. .772. .956. *p< .05. 125. .911. .735.
(138) ( Cronbach’s α. し α. 0.7. し. ( α. (Content Validity). 3 7. し. 48. 2. 39. Kano Kano (. ). (Attractive Quality) 」. (. ). (One-dimensional Quality). 」 (. ). (. ). (. ). (Must-be Quality). (Indifferent Quality). し. (Reverse Quality). Kano. 」 M>O>A>I. の. 126.
(139) の. "#$. (SII) IPA. -()#*). (DDI). "#$#%#&. ,#*#)#-. -し IPA. Kano. し IPA (. し. ) Concentrate Here (. (. ) Keep Up the Good Work し. (. ) Low Priority. (. ) Possible Overkill A. の. Kano. Kano. な ANOVA. の の. 127. B.
(140) Kano. IPA の IPA. 2019. 3. 13. 4. 30. Surveyckae. 511 468. 43. 91.5% (351 75%). ( (249 53.2%) 66%) と. (. (446 95.3%). (149 31.8%) ). (309. (273 58.3%). (78 16.7%). (212 45.3%) と. と (388. 82.9%) の. (. と. と. と. と と (. と. SBL. 191. 468. 」 と. UBA. 116. 161. 9. し 4-1-1. 128. と. HBL.
(141) し 4-1-1. の. SBL. UBA. HBL. の. 0. 114. 105. 219. 0. 2. 11. 13. 33. 0. 0. 33. 0. 0. 35. 35. 113. 0. 0. 113. 29. 0. 0. 29. 8. 0. 1. 9. 6. 0. 0. 6. 1. 1. 9. 11. 190. 117. 161. 468. し 4-1-1 (. 9. SBL. と. 30. SBL. UBA. HBL. 3. UBA. し 4-1-2. HBL. 114. の UBA. し 4-1-3 105. の HBL. し 4-1-4. 129. 13. (. SBL. の. と と. 2019. SBL. 112. と. UBA. HBL. と 4. と. (. し.
(142) し 4-1-2 SBL in 94 19. 83.2 16.8. 22. 34. 30.1. 23-30 31. 64 15. 56.6 13.3. 6 107. (. ) (. ) (. ). 0 1-10 10. (. ). 5 76. 4.4 67.3. 32. 28.3. 5,000 5,001-10,000. 24 15. 21.2 13.3. 5.3 94.7. 10,001-30,000 30,001-50,000. 30 28. 26.5 24.8. 50 38. 44.2 33.6. 50,001-100,000 100,001-150100. 14 2. 12.4 1.8. 6 11 8. 5.3 9.7 7.1. 31 5 19. 27.4 4.4 16.8. 59. 52.2. 58. 51.3. 54. 47.8. 1. 33. 29.2. 1. 0.9. 2. 41. 36.3. 1. 0.9. 39. 34.5. 111. 98.2. 94. 82.5. 20. 17.5. 49 19 13. 43.4 16.8 11.5. 0 1-10 10. 15 55 43. 13.3 48.6 38.1. 32. 28.3. 0. 39. 34.5. 22. 19.5. 64. 56.7. 70. 61.9. 1-10 10. 10. 8.8. 21. 18.6. 0. 37. 32.7. 1-10. 62. 54.9. 14. 12.4. (. (. ). 3. 113. 10. 130.
(143) し 4-1-3 UBA in 78 36. 68.4 31.6. 22. 40. 35.1. 23-30 31. 66 8. 57.9 7.0. 2 112. (. ). 3 69. 2.6 60.5. 42. 36.8. 5,000 5,001-10,000. 28 26. 24.6 22.8. 1.8 98.2. 10,001-30,000 30,001-50,000. 19 31. 16.7 27.2. 71 30 2. 62.3 26.3 1.8. 50,001-100,000 100,001-150,000 150,001. 7 1 2. 6.1 0.9 1.8. 6 5. 5.3 4.4. 8 15. 7.0 13.2. 82 32. 71.9 28.1. 77 12. 67.5 10.5. 34. 29.8. 1. 1.8. 14. 12.3. 1. 8. 7.0. 11. 9.6. 2. 52. 45.6. 55. 48.2. 54. 47.4. 31 17. 27.7 15.2. 90 22. 80.4 19.6. 23 41. 20.5 36.6. 16 59. 14.0 51.8. 0. 46. 40.4. 39. 34.2. 1-10 10. 48 20. 42.1 17.5. 8 102. 7.0 89.5. 0. 18. 15.8. 4. 3.5. 1-10. 88. 77.2. 8. 7.0. (. ) (. ) (. 10. ). (. (. ). 3. 0 1-10 10 0 1-10 10 114. 131.
(144) し 4-1-4 HBL in. 73 32. 69.5 30.5. 22. 59. 56.2. 23-30 31. 35 11. 33.3 10.5. 5 100. (. ). 9 77. 8.6 73.3. 19. 18.1. 5,000 5,001-10,000. 37 15. 35.2 14.3. 4.8 95.2. 10,001-30,000 30,001-50,000. 22 20. 21.0 19.0. 65 27. 61.9 25.7. 50,001-100,000. 10 1. 9.5 1.0. 1. 1.0. 13. 12.4. 3 9. 2.9 8.6. 4 17. 3.8 16.2. 86 19. 81.9 18.1. 64 7. 61.0 6.7. 6. 5.7. 13. 12.4. 9. 8.6. 58. 55.2. 4. 3.8. 34. 32.4. 86. 81.9. 86. 81.9. 37. 35.2. 19. 18.1. 12 19 37. 11.4 18.1 35.2. 0 1-10 10. 13 68 24. 12.4 64.7 22.9. 0 1-10 10. 64 34 7. 61.0 32.3 6.7. 0 1-10 10. 33 69 3. 31.4 65.7 2.9. 0. 7. 6.7. 1-10. 90. 85.7. 8. 7.6. (. ) (. ) (. 10. ). 132. (. 100,001-150,000. (. ) 1 2. 3. の. 105.
(145) し. (. ( (. と. UBA. HBL. と. ). と. 6. と SBL UBA HBL. HBL. 」 SBL. と. SBL. と. SBL UBA. UBA と. UBA. HBL. HBL. Kano. Kano. な Kano (Q) Kano (A) (R). (I). (M). (O). Kano 」. (. M>O>A>I Kano. SBL. UBA. HBL. 133.
(146) SBL SBL. Kano. し 4-2-1 SBL in. し 4-2-1. Kano KANO. (%). Kano. A. I. M. O. R. 1.. 43.4. 14.2. 11.5. 31. 0. A. 2.の. 6.2. 23.9. 28.3. 41.6. 0. O. 3.. 10.6. 19.5. 29.2. 40.7. 0. O. 4.. 28.3. 38.1. 8. 25.7. 0. I. 5.. 25.7. 30.1. 10.6. 33.6. 0. O. 6.と. 19.5. 15.9. 15. 49.6. 0. O. 7.. 13.3. 27.4. 16.8. 42.5. 0. O. 24.8. 26.5. 12.4. 36.3. 0. O. 9.. 23. 27.4. 11.5. 38.1. 0. O. 10.. 15.9. 38.9. 15.9. 28.3. 0.9. I. 11.. 13.3. 22.1. 19.5. 43.4. 1.8. O. 20.4. 26.5. 15. 38.1. 0. O. 13.. 30.1. 23.9. 8.8. 37.2. 0. O. 14.. 17.7. 23.9. 17.7. 39.8. 0.9. O. 15.. 14.2. 31. 18.6. 36.3. 0. O. 16.. 24.8. 37.2. 8.8. 29.2. 0. I. 17.. 15.9. 38.9. 13.3. 31.9. 0. I. 18.. 37.2. 21.2. 5.3. 36.3. 0. A. 19.. 16.8. 19.5. 22.1. 39.8. 1.8. O. 20.. 15. 15. 11.5. 56.6. 1.8. O. 21.. 31. 20.4. 10.6. 38.1. 0. O. 22.. 8. 12.4. 23. 54. 2.7. O. 23.. 29.2. 12.4. 8.8. 48.7. 0.9. O. 24.. 37.2. 14.2. 8. 40.7. 0. O. 8.. 12.. 。. で. 。. ( 134. ).
(147) し 4-2-1 SBL in. Kano. (. ). KANO. (%). Kano. A. I. M. O. R. 25.. 37.2. 28.3. 2.7. 30.1. 1.8. A. 26.. 37.2. 43.4. 4.4. 13.3. 1.8. I. 27.. 58.4. 14.2. 3.5. 23.9. 0. A. 28.. 56.6. 23. 1.8. 18.6. 0. A. 29.. 53.1. 17.7. 2.7. 26.5. 0. A. 30.. 23. 22.1. 15.9. 38.1. 0.9. O. 31.. 14.2. 23. 16.8. 45.1. 0.9. O. 32.. 19.5. 20.4. 12.4. 47.8. 0. O. 33.. 37.2. 39.8. 5.3. 15.9. 1.8. I. 28.3. 46.9. 3.5. 20.4. 0.9. I. 39.8. 30.1. 6.2. 23.9. 0. A. 36.. 23. 26.5. 10.6. 38.1. 1.8. O. 37.. 23.9. 15. 16.8. 44.2. 0. O. 38.. 47.8. 27.4. 2.7. 22.1. 0. A. 39.(. 33.6. 30.1. 8.8. 26.5. 0.9. A. 34.. し. 35.. DJ. A. I. M. し 4-2-1. O. 39. R. 24. (. 7. じ (1) (2) (3) (5) (6). ( (7). (8). (9). (11) (25). と. SBL. Kano. (12) (27). (13) (28). (14). (15). (29). じ し. と. し SBL. な. と 」. と. 8. Matzler. Hinterhuber (1998) 135. と.
(148) の. (SII). "#$. (DDI). "#$#%#&. SBL. -()#*) ,#*#)#-. の. し 4-2-2 し 4-2-2 SBL in 1. 2.の 3. 4. 5. 6.と 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.. し. 。. で. 。. 0.74 0.48 0.51. -0.43 -0.70 -0.70. 0.54 0.59 0.69 0.56 0.61 0.61 0.45 0.58. -0.34 -0.44 -0.60 -0.59 -0.49 -0.50 -0.45 -0.64. 0.59 0.67 0.58 0.51 0.54 0.47 0.74 0.58 0.73 0.69. -0.53 -0.46 -0.58 -0.55 -0.38 -0.46 -0.42 -0.63 -0.69 -0.49 (. 136. ).
(149) し 4-2-2 SBL in 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39.(. し ( ). し DJ. し. 」. 0.70 0.79 0.78 0.69 0.51 0.82 0.75 0.80 0.62 0.60 0.67 0.54. -0.79 -0.58 -0.49 -0.33 -0.18 -0.27 -0.20 -0.29 -0.54 -0.62 -0.60 -0.22. 0.49 0.64 0.62 0.68 0.70 0.61. -0.24 -0.30 -0.50 -0.61 -0.25 -0.36. と (27) (22). と Kano. の そ. SBL. と IPA. と. 137.
(150) UBA UBA. Kano. し 4-2-3 UBA in. し 4-2-3. Kano KANO. (%). Kano. A. I. M. O. R. 1.. 44.7. 16.7. 10.5. 28.1. 0. A. 2.の. 12.3. 10.5. 28.1. 49.1. 0. O. 3.. 18.4. 7. 24.6. 50. 0. O. 4.. 35.1. 21.1. 10.5. 33.3. 0. A. 5.. 30.7. 32.5. 7. 29.8. 0. I. 6.と. 18.4. 5.3. 18.4. 57.9. 0. O. 7.. 22.8. 16.7. 14. 45.6. 0.9. O. 34.2. 22.8. 12.3. 29.8. 0.9. A. 9.. 30.7. 23.7. 16.7. 28.9. 0. O. 10.. 27.2. 23.7. 23.7. 25.4. 0. A. 11.. 17.5. 15.8. 21.9. 44.7. 0. O. 35.1. 14. 12.3. 38.6. 0. O. 13.. 21.1. 10.5. 10.5. 57.9. 0. O. 14.. 25.4. 16.7. 14. 43.9. 0. O. 15.. 30.7. 24.6. 12.3. 32.5. 0. O. 16.. 22.8. 27.2. 8.8. 41.2. 0. O. 17.. 22.8. 26.3. 14.9. 36. 0. O. 18.. 40.4. 13.2. 0.9. 45.6. 0. O. 19.. 24.6. 13.2. 15.8. 46.5. 0. O. 20.. 33.3. 6.1. 4.4. 56.1. 0. O. 21.. 40.4. 8.8. 3.5. 47.4. 0. O. 22.. 8.8. 11.4. 21.9. 57.9. 0. O. 23.. 41.2. 10.5. 3.5. 44.7. 0. O. 8.. 12.. 。. で. 。. (. 138. ).
(151) し 4-2-3 UBA in. Kano. (. ). KANO. (%). Kano. A. I. M. O. R. 24.. 47.4. 17.5. 3.5. 31.6. 0. A. 25.. 56.1. 14.9. 2.6. 26.3. 0. A. 26.. 40.4. 42.1. 0.9. 14. 2.6. I. 27.. 66.7. 7.9. 1.8. 22.8. 0.9. A. 28.. 51.8. 29.8. 2.6. 15.8. 0. A. 29.. 69.3. 12.3. 2.6. 15.8. 0. A. 30.. 37.7. 14.9. 8.8. 38.6. 0. O. 31.. 25.4. 10.5. 6.1. 57.9. 0. O. 32.. 21.9. 13.2. 3.5. 61.4. 0. O. 33.. 36.8. 41.2. 6.1. 15.8. 0. I. 29.8. 46.5. 2.6. 20.2. 0.9. I. 36.8. 17.5. 7.9. 37.7. 0. O. 36.. 41.2. 25.4. 2.6. 27.2. 3.5. A. 37.. 29.8. 7. 9.6. 53.5. 0. O. 38.. 45.6. 35.1. 1.8. 17.5. 0. A. 39.(. 41.2. 30.7. 2.6. 24.6. 0.9. A. 34.. し. 35.. DJ. A. I. し 4-2-3 (. M. 39. 12. (10). 。. R. 23. そじ 4. し 4-2-1 (. O. SBL. SBL. じ. 5 (24). (1). (8) (36) そ SBL と. UBA と. 139.
(152) SBL 1995. 3500. UBA. 2005. 12477 と. の. UBA. の. し 4-2-4 し 4-2-4 UBA in 1. 2.の 3. 4. 5. 6.と 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.. し 0.73 0.61 0.68 0.68 0.61 0.76 0.69 0.65 0.60 0.53 0.62 0.74 0.79 0.69 0.63 0.64 0.59 0.86 0.71 0.89 0.88. 。. で. 。. -0.39 -0.77 -0.75 -0.44 -0.37 -0.76 -0.60 -0.42 -0.46 -0.49 -0.67 -0.51 -0.68 -0.58 -0.45 -0.50 -0.51 -0.47 -0.62 -0.61 -0.51 (. 140. ).
(153) し 4-2-4 UBA in 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39.(. し ( ). し DJ. し 4-2-4 そ. 0.67 0.86 0.79 0.82 0.56 0.90 0.68 0.85 0.76 0.83 0.83 0.53. -0.80 -0.48 -0.35 -0.29 -0.15 -0.25 -0.18 -0.18 -0.47 -0.64 -0.65 -0.22. 0.50 0.75 0.71 0.83 0.63 0.66. -0.23 -0.46 -0.31 -0.63 -0.19 -0.27. UBA (27). (22) SBL. し. Kano. と. SBL UBA. Kano. と (20). 0.90. 0.80. と. HBL HBL. Kano. し 4-2-5. 141. HBL.
(154) し 4-2-5 HBL in. Kano KANO. (%). Kano. A. I. M. O. R. 1.. 50.5. 9.5. 9.5. 29.5. 1. A. 2.の. 12.4. 13.3. 26.7. 47.6. 0. O. 3.. 12.4. 16.2. 15.2. 56.2. 0. O. 4.. 33.3. 23.8. 7.6. 34.3. 1. O. 5.. 28.6. 32.4. 10.5. 28.6. 0. O. 20. 9.5. 12.4. 57.1. 1. O. 18.1. 17.1. 13.3. 50.5. 1. O. 29.5. 21. 9.5. 40. 0. O. 9.. 31.4. 21. 10.5. 37.1. 0. O. 10.. 25.7. 24.8. 12.4. 37.1. 0. O. 11.. 16.2. 13.3. 18.1. 52.4. 0. O. 28.6. 15.2. 9.5. 46.7. 0. O. 13.. 27.6. 14.3. 6.7. 51.4. 0. O. 14.. 17.1. 23.8. 10.5. 48.6. 0. O. 15.. 20. 19. 15.2. 45.7. 0. O. 16.. 24.8. 28.6. 7.6. 39. 0. O. 17.. 19. 26.7. 15.2. 39. 0. O. 18.. 33.3. 13.3. 5.7. 47.6. 0. O. 19.. 24.8. 19. 9.5. 46.7. 0. O. 20.. 22.9. 9.5. 3.8. 63.8. 0. O. 21.. 34.3. 14.3. 5.7. 45.7. 0. O. 22.. 9.5. 10.5. 21.9. 58.1. 0. O. 23.. 29.5. 12.4. 1.9. 56.2. 0. O. 24.. 38.1. 21. 4.8. 36.2. 0. A. 25.. 54.3. 13.3. 1.9. 30.5. 0. A. 26.. 37.1. 43.8. 2.9. 11.4. 4.8. I. 27.. 65.7. 8.6. 1. 24.8. 0. A. 6.と 7. 8.. 12.. 。. で. 。. (. 142. ).
(155) し 4-2-5 HBL in. Kano. ( ) KANO. (%). Kano. A. I. M. O. R. 28.. 47.6. 36.2. 2.9. 12.4. 1. A. 29.. 61.9. 11.4. 1. 25.7. 0. A. 30.. 33.3. 23.8. 7.6. 35.2. 0. O. 31.. 16.2. 9.5. 11.4. 62.9. 0. O. 32.. 19. 13.3. 8.6. 59. 0. O. 33.. 28.6. 44.8. 8.6. 18.1. 0. I. 25.7. 53.3. 2.9. 18.1. 0. I. 21. 31.4. 7.6. 40. 0. O. 36.. 36.2. 30.5. 3.8. 24.8. 4.8. A. 37.. 24.8. 12.4. 10.5. 51.4. 1. O. 38.. 41. 37.1. 2.9. 19. 0. A. 31.4. 39. 3.8. 24.8. 1. I. 34.. し. 35.. DJ. 39.( A. I. し 4-2-5 そ 4. M. 39 SBL. HBL. O. 27. じ. 8. UBA. じ. UBA 4. R. HBL (4). (39) (. (8). 。. UBA (10). (. と. の し 4-2-6. の. 143. HBL.
(156) し 4-2-6 HBL in 1. 2.の 3. 4. 5. 6.と 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33.. し. 。. で. 。. 0.81 0.60 0.69 0.68 0.57 0.78 0.69 0.70 0.69 0.63 0.69 0.75. -0.39 -0.74 -0.71 -0.42 -0.39 -0.70 -0.65 -0.50 -0.48 -0.50 -0.71 -0.56. 0.79 0.66 0.66 0.64 0.58 0.81 0.72 0.87. -0.58 -0.59 -0.61 -0.47 -0.54 -0.53 -0.56 -0.68. 0.80 0.68 0.86 0.75 0.85 0.51 0.91 0.61 0.88 0.69 0.79 0.78 0.47. -0.51 -0.80 -0.58 -0.41 -0.32 -0.15 -0.26 -0.15 -0.27 -0.43 -0.74 -0.68 -0.27 (. 144. ).
(157) し 4-2-6 HBL in 34. 35. 36. 37. 38. 39.(. し ( ) し DJ. し 4-2-6. 0.44 0.61 0.64 0.77 0.60. -0.21 -0.48 -0.30 -0.63 -0.22. 0.57. -0.29. (27) (22). SBL (27). UBA (22). (. と な. し 4-2-7 し 4-2-7 SBL UBA. 1. 2.の 3. 4. 5. 6.と 7. 8. 9.. HBL. 4-2-8. 4-2-9. Kano. 。. SBL. UBA. HBL. A O O I I O O O O. A O O A I O O A O. A O O O I O O O O (. 145. ).
(158) し 4-2-7 SBL UBA. HBL. 10. 11. 12. 13. 14. 15. 16. 17.. Kano. で. ( SBL. UBA. HBL. I O O O O. A O O O O. O O O O O. O I I. O O O. O O O. 1 11 5. 4 12 1. 1 15 1. 。. (A) (O) (I). そ SBL. (. ). と. と. (. し. SBL と UBA. HBL. UBA. Kano. HBL. UBA (4) (8). HBL (9). Kano. と. と UBA. と. UBA. と. 146. HBL. HBL.
(159) し 4-2-8 SBL UBA. HBL. Kano SBL. UBA. HBL. A O. O O. O O. O O O O O. O O O O A. O O O O A. O O O O A. O O O O A. O O O O A. 2 10 0. 2 10 0. 2 10 0. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. (A) (O) (I). し 4-2-8 10. そ. 12. と し. と. 」. と. 」. と. ( UBA. HBL. SBL SBL. UBA. HBL. SBL. と. と. UBA. HBL と. と. と. 147. と.
(160) し 4-2-9 SBL UBA. 30. 31. 32. 33. 34. 35. 36. 37. 38.. HBL. Kano. し DJ. 39.( (A) (O) (I). SBL. UBA. HBL. A I A I I A O O A. A I A I I O A O A. A I A I I O A O A. A. A. I. 5 2. 5 2. 4 2. 3. 3. 4. (31). し (33). (34). し. しと と. SBL. UBA. Kano SBL UBA. HBL. と. と HBL. と IPA. と. 148. と.
(161) IPA. -し. Kano. Kano Chen and Su (2006). と Kano-CKM. IPA. と. Kano ) (2006). (. ) IPA. Kano. 」 Kano-CKM. IPA Kano. ( Chen and Su. (. (perceived importance). (Likert Scale)5. 5. の. (Likert Scale) し. の 5 X. Y ( SBL と. IPA SBL. し 4-3-1. 4-1. 149. IPA.
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