Applying Kano’s Model to the Service Quality Key Elements for Regional Civil Service Development Institute, Directorate-General of Personnel Administration, Executive Yuan

[[abstract]]This research presented a performance analysis for the service quality, significance, and satisfaction of Regional Civil Service Development Institute (RCSDI), Directorate-General of Personnel Administration. Research data were collected via questionnaire. This questionnaire applied SERVQUAL in PZB model to construct five dimensions, including tangibles, reliability, responsiveness, assurance, and empathy. The researcher proposed 26 questions related service quality. The participants were 412 civil servants attending 2 to 5 days training programs at RCSDI. There were 322 valid questionnaires. This survey applied Kano’s two-dimension model to discuss the service quality, importance and satisfaction of RCSDI. Research results concluded four “must-be quality” indicators, sixteen “one-dimensional quality” indicators, two “attractive quality” indicators, and four “indifferent quality” indicators. Besides, we adopted Kano’s quality improvement indicators proposed by Matzler and Hinterhuber (1998) to identify the positive and negative satisfaction indicators of each item. The research attempts to provide management and service quality improvement suggestions for RCSDI, so that to promote customer satisfaction and increase competency