*Kano

98

*

* 200815

*Rising of Container Hub Ports in AsiaLos AngelesLong BeachNew York/ New JerseyHamburgBremers/BremerhavenRotterdamGiola TauroDubaiAntwerpFelixstoweTokyoHong KongSingaporeTanjung PriokBusanShanghaiTianjinCingdaoGuangzhouLaem ChabangPort KlangTanjung Pelepas KachsiungNingboYear N. America Europe Asia Others Total1970 9 12 2 2 251980 7 6 8 4 251990 5 5 13 2 25 2000 3 6 14 2 252008 3 5 15 2 252015105TEUs (millions)

*Kano(Importance-performance analysis, IPA)KanoIPA

*Kano(Importance-Performance Analysis, IPA)

*(1/3)

Foster (1978) Foster (1979) Lpez (1996) Lpez & Poole (1998) () () () Willingale (1981)Murphy et al. (1987)

Ha (2003)15 () Cheng & Choy (2007) Pantouvakis (2006)() Ugboma et al. (2004)SERVQUAL Ugboma et al. (2007)

*(2/3)

Ha (2003)15 ()Cheng and Choy (2007) Ugboma et al. (2004)SERVQUALUgboma et al. (2007)

*Kano(3/3)

*Kano: Kano(attractive) (one-dimensional) (must-be) (indifferent) (reverse)Kano(1/2)

*Kano(2/2)

Kano Kano (Yang, 2005) Kano(Xu et al., 2008) Kano (Lee and Huang, 2008; Lee et al., 2008; Chen and Ko, 2008; Li et al., 2008) Kano(Tan and Pawitra, 2001) KanoQFD(Tontini, 2003)

*(IPA) (1/2)IPA (Importance-Performance Analysis) : IPA:

paultwlee -

*(IPA) (2/2)

Martilla and James (1977) Hemmasi et al. (1994); Yeo (2003); Sampson and Showalter (1999)Burns (1986); Slack (1994) Dolinsky and Caputo (1991); Matzler and Sauerwein (2002)Matzler et al. (2004) (implicitly) Deng, 2007 (self-stated) (explicitly)

*

Kano Model NoneIPA None

*KanoIPA

*(1/5)Kano (improvement effort index, IEI)Berger et al. (1993)

*(2/5) (satisfaction contribution index, SCI)

(SCI) =(01) IPA

*(3/5)Wasserman (1993)

*(4/5)

0

0

1

1

*(5/5)

(IEI) = a SCIi

*(1/3)Ugboma et al.(2004)Ha(2003) Ugboma et al.(2007) SERVQUAL19KanoDeng (2007)

*(2/3)

*(3/3)

*18;3052546.30% (25/54)Cronbachs 0.7130.8250.84798

*98

*(1/2)

(%)SIIDDIAOMIR1. 4762000O0.80-0.962. 2460880O0.84-0.683. 36441640O0.80-0.604. 84832120O0.56-0.805. 203224240O0.52-0.566. 283228120O0.60-0.607. 162828280M0.44-0.568. 84820240O0.56-0.689. 43648120M0.40-0.8410. 123628240O0.48-0.6411. 164020240O0.56-0.6012. 12812680I0.20-0.2013. 4484080O0.52-0.8814. 44828200O0.52-0.7615. 124028200O0.52-0.6816. 32488120O0.80-0.5617. 06024160O0.60-0.8418. 45220240O0.56-0.7219. 125616160O0.68-0.72

*(2/2)

*(1/4)

14.764.444.324.203.924.330.45 24.923.844.443.603.644.091.00 33.243.283.283.923.883.520.53 44.444.164.123.883.844.090.18 54.643.924.604.123.884.230.40 64.603.964.524.203.844.220.29 74.524.044.324.244.164.260.59 84.564.004.404.044.004.200.54 94.323.604.043.763.883.920.04 104.003.283.843.603.643.670.59 113.803.323.363.403.363.450.20 123.362.923.403.163.083.180.97 134.363.884.163.763.884.010.47 144.403.724.324.003.924.070.08 154.243.644.043.883.603.880.16 162.882.602.642.522.682.660.26 174.563.844.604.044.084.220.15 184.363.724.043.803.803.940.43 194.523.884.323.764.084.110.31 4.643.844.283.844.004.12

*(2/4)

*(3/4)

*(4/4)

*-

10.45 80.97 20.436 61550.263 1.000.2631221.00 11.00 11.000 010100.526 0.860.455630.53 60.66 180.349 -122180.947 0.800.754140.18 150.90 90.162 61460.316 0.770.2441450.40 100.94 30.378 71640.211 0.610.1291660.29 120.93 40.269 81820.105 0.680.0721870.59 30.92 70.544 -46140.737 0.570.419780.54 50.93 50.500 09110.579 0.700.408990.04 190.88 130.036 61370.368 0.700.26013100.59 40.81 150.480 -113170.895 0.640.5694110.20 140.77 160.152 -28120.632 0.660.4168120.97 20.68 170.661 -151191.000 0.230.22715130.47 70.89 110.421 -45150.789 0.800.6283140.08 180.89 100.076 81730.158 0.730.11517150.16 160.86 140.134 21190.474 0.680.32311160.26 130.59 190.153 -64160.842 0.770.6512170.15 170.93 60.138 111910.053 0.820.04319180.43 90.89 120.379 -37130.684 0.730.4985190.31 110.92 80.284 31280.421 0.800.33510

*-

10.45 81.00 10.450 71820.105 1.000.105 1821.00 10.86 90.865 -84160.842 0.860.727 130.53 60.74 160.392 -103170.895 0.800.712 240.18 150.94 20.168 131910.053 0.770.041 1950.40 100.88 60.354 41370.368 0.610.226 1360.29 120.89 50.257 71730.158 0.680.108 1770.59 30.91 30.539 09110.579 0.570.329 1080.54 50.90 40.486 110100.526 0.700.371 990.04 190.81 140.033 51460.316 0.700.222 14100.59 40.74 170.436 -132180.947 0.640.603 4110.20 140.75 150.147 -17130.684 0.660.451 7120.97 20.66 180.637 -161191.000 0.230.227 12130.47 70.87 70.415 08120.632 0.800.502 6140.08 180.84 110.071 71550.263 0.730.191 15150.16 160.82 130.127 31280.421 0.680.287 11160.26 130.59 190.154 -65150.789 0.770.610 3170.15 170.86 100.129 71640.211 0.820.172 16180.43 90.84 120.358 -36140.737 0.730.536 5190.31 110.87 80.270 31190.474 0.800.377 8

*-

10.45 80.94 60.423 21280.421 1.000.421 821.00 10.97 40.965 -39110.579 0.860.500 630.53 60.71 180.378 -122180.947 0.800.754 140.18 150.90 110.161 41460.316 0.770.244 1350.40 101.00 10.401 91730.158 0.610.097 1760.29 120.98 30.283 91640.211 0.680.144 1670.59 30.94 70.556 -46140.737 0.570.419 980.54 50.96 50.516 010100.526 0.700.371 1190.04 190.88 120.036 71550.263 0.700.185 15100.59 40.83 150.493 -113170.895 0.640.569 4110.20 140.73 170.144 -37130.684 0.660.451 7120.97 20.74 160.715 -141191.000 0.230.227 14130.47 70.90 100.429 -38120.632 0.800.502 5140.08 180.94 80.079 101820.105 0.730.077 18150.16 160.88 130.136 31370.368 0.680.251 12160.26 130.57 190.150 -64160.842 0.770.651 2170.15 171.00 20.149 151910.053 0.820.043 19180.43 90.88 140.375 -55150.789 0.730.574 3190.31 110.94 90.290 21190.474 0.800.377 10

*-

10.4580.9920.44661550.263 1.000.263 1321.0010.85150.849-142180.947 0.860.818 130.5360.9280.490-29110.579 0.800.461 740.18150.9290.16461370.368 0.770.285 1150.40100.9740.38961460.316 0.610.194 1560.29120.9930.28591730.158 0.680.108 1770.5931.0010.59221190.474 0.570.269 1280.5450.9550.514010100.526 0.700.371 990.04190.89120.03671640.211 0.700.148 16100.5940.85160.501-123170.895 0.640.569 4110.20140.80170.158-36140.737 0.660.486 6120.9720.75180.721-161191.000 0.230.227 14130.4770.89130.421-65150.789 0.800.628 3140.08180.9470.080111910.053 0.730.038 19150.16160.92100.14261280.421 0.680.287 10160.26130.59190.156-64160.842 0.770.651 2170.15170.9560.142111820.105 0.820.086 18180.4390.90110.383-28120.632 0.730.459 8190.31110.89140.274-37130.684 0.800.544 5

*-

10.45 80.94 50.424 31460.316 1.000.316 1121.00 10.88 140.875 -132180.947 0.860.818 130.53 60.93 70.495 -18120.632 0.800.502 640.18 150.92 110.166 41550.263 0.770.203 1550.40 100.93 80.374 21280.421 0.610.258 1260.29 120.92 120.266 010100.526 0.680.359 970.59 31.00 10.592 21370.368 0.570.209 1480.54 50.96 40.519 11190.474 0.700.334 1090.04 190.93 90.038 101730.158 0.700.111 17100.59 40.88 150.516 -113170.895 0.640.569 4110.20 140.81 170.159 -36140.737 0.660.486 7120.97 20.74 180.717 -161191.000 0.230.227 13130.47 70.93 100.443 -37130.684 0.800.544 5140.08 180.94 60.080 121820.105 0.730.077 18150.16 160.87 160.134 09110.579 0.680.395 8160.26 130.64 190.169 -64160.842 0.770.651 2170.15 170.98 20.146 151910.053 0.820.043 19180.43 90.91 130.390 -45150.789 0.730.574 3190.31 110.98 30.303 81640.211 0.800.167 16

*

*

*

*

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19.

*

*(1/4)Kano 1621

*(2/4)

*(3/4)(12)Kano

*(4/4)Kano

*