本文主要目的在探討消費住宅的服務品質與滿意度，目前有關客戶滿意度問題大多採用一維品質特性，即較高的知覺品質教高的滿意度，反之亦然。然而滿足消費者個別需求並不代表滿意度提高。因此本研究利用Kano模式將品質要素分類，採用相對多數方式將品質要素歸類為五大項：魅力要素、一維要素、當然要素、無差異要素、反轉要素。然後再運用Matzler and Hinterhuber品質改善指標計算滿意度及不滿意度。
本研究得到以下之結論：
一、 欲探討的32個要素中，有3項要素被歸為魅力要素，15項要素被歸為一維要素，11項要素被歸為無差異要素，3項要素歸為當然要素，因此大部分的要素都具有二維屬性。
二、 在不同的人口統計變數下，尤其是年齡因素，不同的消費族群對部分品質要素之看法有顯著之差異。

The purpose of this study is to explore the service quality of commodity residential building by using the customers' satisfaction factors as a measuring standard. So far customer satisfaction was mostly seen as a one-dimensional construction - the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of custome satisfaction.
In this paper we applies Kano′s model to classify the quality attributes as must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality. Then we uses Matzler and Hinterhuber′s quality improvement index to calculate the extent of satisfaction and extent of dissatisfaction.
The conclusions of this research can be abbreviated as follows: (1) 3 items are classified as attractive quality, 15 items are classified as one-dimensional quality , 11 items are indifferent quality , 3 items are classified as must-be quality and there are not any reverse quality. (2) There are statistically significant differences between customers with different demographics for some quality attributes.

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