本研究針對測試 實 驗室之 服務 ，採用 IPA–Kano 模型（importance
performance analysis and Kano model）來診斷與分類服務品質屬性，並且為
每個類別的屬性提供特定管理策略。IPA–Kano 模型避免了狩野模式（Kano
Model）會忽略屬性績效與重要度之侷限性，同時消除了重要-表現程度分析
法（IPA）僅能考慮一維品質之缺點，且透過品質機能展開（quality function
deployment, QFD）整合狩野模型和重要-表現程度分析法以轉譯為具創新性
與競爭力之策略。本研究提出之模型讓管理者更易於掌握用戶感知的品質屬
性與相應之因應策略。本研究以測試實驗室的服務案例來呈現其有效性，藉
由所提出的 IPA–Kano 模型應用於品質機能展開，可依據服務接觸得到的每
一種服務品質屬性提出適當行動策略，測試實驗室之管理者亦能夠藉此提升
服務品質以維持競爭優勢。

This study proposes the IPA–Kano model (importance-performance analysis and Kano model) as a new tool for categorising and diagnosing service quality attributes and providing specific strategies for attributes in each category. The IPA–Kano model avoids the limitation of the Kano model in neglecting the attribute performance and importance and eliminates the weakness of the IPA model in considering only one-dimensional qualities, and QFD functions to translate the integration of the Kano-IPA model into an innovative and competitive strategy. The proposed model can enable managers to easily grasp accurate user perceptions of a quality attribute and corresponding coping strategies. The effectiveness of this model implementation is later presented with an example of testing laboratory service quality. By applying the proposed IPA–Kano model into QFD, the appropriate action strategy for each service quality attribute can be acquired in any service encounters and thus enables testing laboratory managers to improve service quality and to achieve a competitive advantage.

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