It is due to the fact that the development of the department stores is closely related to the nation's economic advancement. In addition, our demand for service quality is getting higher and higher, so department stores that wish to raise their market share and profit have all engaged to improve their product and service quality. As time goes by, the definition of quality varies. Therefore, how to find the way to measure quality base on customer's aspect is a deserving problem.
This study of service quality by Kano's two-dimension quality model mainly hopes to provide a quality-improving way for department stores.
