手机是目前国内普及率、淘汰率颇高的通讯产品。激烈的竞争迫使厂商不断推出功能、属性多样且新潮的新产品，以应对日益饱和的市场需求态势。本研究对Motorola手机质量要素满意度和重要度进行了便利抽样调查，并结合Kano模式与质量功能配置对调查结果进行分析，希望能深入了解消费者对于Motorola手机功能与质量的需求特性，将消费者不同的需求与心声融入手机产品设计内，使产品有更多的发展空间。本研究结果将为通讯产品设计和顾客关系管理提供决策支援。%Now mobile telephones' popularizing rate and elimination rate is rather high. In the face of environment of keen competition and saturated market, manufacturers have no choice but to develop and design new products with miscellaneous functions and latest fashion elements. The authors have made a sample questionnaire survey on degree of satisfaction and importance of Motorola mobile telephones' quality factors, and analyzed survey data based on Kano's model and QFD (quality function deployment) . The authors try to probe Motorola users' characteristics of demand for functions and quality, and blend consumers' demand and aspiration into product design, and increase developable space of the product. The study will promote quality of communications product and services.
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