Table 3.
Importance and satisfaction analysis
| Dimensions | Attributes | Importance Mean (SD) | Importance Ranking | Satisfaction Mean (SD) | Satisfaction Ranking | Located Area |
|---|---|---|---|---|---|---|
| Installation & Maintenance | IM1 | 4.36 (0.79) | 1 | 3.70 (0.94) | 2 | I |
| IM2 | 4.36 (0.78) | 1 | 3.74 (0.94) | 1 | I | |
| IM3 | 4.20 (0.82) | 3 | 3.62 (0.96) | 3 | I | |
| IM4 | 4.07 (0.87) | 4 | 3.38 (1.09) | 4 | III | |
| IM5 | 3.99 (0.96) | 5 | 3.16 (1.04) | 5 | III | |
| IM6 | 3.96 (1.02) | 6 | 3.03 (1.11) | 6 | III | |
| Mean | 4.16 (0.70) | 3.44 (0.88) | ||||
| Product Effectiveness | PE1 | 4.26 (0.77) | 2 | 3.69 (0.94) | 3 | I |
| PE2 | 4.13 (0.82) | 6 | 3.53 (1.05) | 6 | I | |
| PE3 | 4.16 (0.83) | 5 | 3.15 (1.50) | 9 | II | |
| PE4 | 4.20 (0.82) | 4 | 3.69 (0.98) | 3 | I | |
| PE5 | 4.36 (0.78) | 1 | 3.94 (0.95) | 1 | I | |
| PE6 | 4.21 (0.83) | 3 | 3.75 (1.01) | 2 | I | |
| PE7 | 4.01 (0.86) | 8 | 3.20 (1.42) | 8 | III | |
| PE8 | 3.98 (0.91) | 9 | 3.12 (1.51) | 10 | III | |
| PE9 | 3.92 (0. 94) | 10 | 3.48 (1.0) | 7 | III | |
| PE10 | 4.10 (0.91) | 7 | 3.57 (1.01) | 5 | IV | |
| Mean | 4.12 (0.68) | 3.51 (0.86) | ||||
| System Function | SF1 | 4.18 (0.79) | 4 | 3.60 (0.93) | 1 | I |
| SF2 | 4.25 (0.81) | 1 | 3.37 (1.08) | 5 | I | |
| SF3 | 4.16 (0.81) | 5 | 3.28 (1.10) | 9 | II | |
| SF4 | 3.78 (0.98) | 12 | 2.95 (1.48) | 12 | III | |
| SF5 | 4.13 (0.80) | 6 | 3.37 (1.05) | 5 | I | |
| SF6 | 4.07 (0.81) | 8 | 3.44 (1.02) | 3 | IV | |
| SF7 | 3.95 (0.86) | 11 | 2.99 (1.45) | 11 | III | |
| SF8 | 4.06 (0.83) | 9 | 3.12 (1.32) | 10 | III | |
| SF9 | 4.02 (0.85) | 10 | 3.37 (1.14) | 5 | IV | |
| SF10 | 4.13 (0.84) | 6 | 3.33 (1.27) | 8 | II | |
| SF11 | 4.19 (0.83) | 3 | 3.39 (1.05) | 4 | I | |
| SF12 | 4.22 (0.78) | 2 | 3.49 (1.0) | 2 | I | |
| Mean | 4.10 (0.70) | 3.31 (0.93) | ||||
| Customer Service | CS1 | 4.24 (0.79) | 6 | 3.82 (0.93) | 2 | IV |
| CS2 | 4.35 (0.76) | 4 | 3.83 (0.94) | 1 | I | |
| CS3 | 4.33 (0.78) | 5 | 3.71 (1.0) | 3 | IV | |
| CS4 | 4.37 (0.79) | 2 | 3.68 (1.20) | 4 | II | |
| CS5 | 4.37 (0.79) | 2 | 3.63 (1.25) | 5 | II | |
| CS6 | 4.38 (0.78) | 1 | 3.59 (1.26) | 6 | II | |
| Mean | 4.34 (0.75) | 3.70 (0.93) |
Note: IM = Installation and Maintenance; PE = Product Effectiveness; SF =System Function; CS = Customer Service; SD: Standard deviation.