隨著PND（可攜式車用導航裝置）需求持續強勁成長，連帶吸引新進業者的陸續搶進，使得市場競爭提高，而在高度競爭下，各廠商或業者如何從競爭激烈的環境中脫穎而出，唯有加強對顧客的服務品質，針對不同的顧客需求，提供多樣化的服務，進而提高顧客滿意度與忠誠度是重要的關鍵。
本研究將引用Kano二維品質模式於PND（可攜式車用導航裝置）品質之中，以一般使用者為研究對象。本文首先探討PND（可攜式車用導航裝置）品質的特性，然後利用Kano的分類方法設計出調查問卷，抽樣調查消費者，找出PND（可攜式車用導航裝置）品質的不同品質特性。從調查結果發現，消費者對PND（可攜式車用導航裝置）的品質認知以一元品質項目較多，其次為必須品質與無差異品質。從比較不同人口統計變數下的消費族群對Kano品質屬性看法上之差異，發現各族群所重視的品質要項有所不同，最後本文並找出魅力品質與當然品質的關鍵構面，以做為PND（可攜式車用導航裝置）業者對於如何改善品質與提升滿意度方向之參考。

Continuously powerful to grow up demand with PND have, the vying for entering successively of the related vendors who attract the entering industry newly, make the market competition increased, under the high competition, how every manufacturer or vendors show their talent from the environment with keen competition, only strengthen the quality of service for customer, direct against the demands of different customers, offer diversified services, and then it is important to improve the customer satisfaction and loyalty.
This research will quote Kano model in quality of PND as the research object with the general user. This text probes into the characteristic of the quality of PND at first, then utilize the categorised method of Kano to design the questionnaire, sampling survey consumers, find out different quality characteristics of the quality of PND. Per investigation result First,quality in PND shows more with One-dimensional quality, Secondly ,the result as Indifferent and must quality. From the consumption ethnicity under more different demographic parameters to the difference on Kano metric attribute view, find every ethnicity paid attention to quality take item to some extent different , this text finally find out glamour quality and key of quality index, regard making as PND to how improve quality and improve customer satisfaction of direction for manufacturers.

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