隨著科技發展與社會生活形式的改變，組織在面對顧客時，不再僅僅是「交出產品」就可以讓顧客感到百分之百的滿意，而是越來越注重顧客的滿意度，因此組織應藉由了解顧客對產品或服務之主觀感受，進一步探討自身產品或服務屬性之優劣勢，並找出其中最需要關注的屬性，針對這些屬性進行改善的優先排序，設法追求更高的產品及服務品質，增加顧客滿意度，提升自身的競爭力。
分析屬性績效和整體顧客滿意度的方法有許多種，而較常使用的方法為：重要性–績效分析(Importance-Performance Analysis；IPA)，IPA是一種能幫助組織分析自身優劣勢之方法，利用重要性和績效表現兩面向，使組織了解屬性特性，以得知需優先改善之重要屬性，因此受各產業廣泛應用。然而，IPA有其侷限性，第一、IPA僅針對屬性的顯性重要性進行研究，而忽略隱性重要性，也就是屬性績效表現與整體顧客滿意度(Overall Customer Satisfaction；OCS)之間的關係。第二、IPA可能因相對簡化的圖形表達方式，造成組織錯失市場機會。第三、IPA假設績效表現和整體顧客滿意度間為線性關係，未考慮到二者間可能存在不對稱非線性的關係。第四、IPA過去常以單一且明確值的方式呈現屬性資訊，但事實上在面對複雜的決策環境時，資訊常會因為人為主觀想法與認知，而存在不明確的情形，明確值已無法完整表達意見。
本研究主要針對(1)屬性之隱性重要性、(2)被忽略之存在市場機會的屬性、(3)績效表現與整體顧客滿意度的不對稱非線性關係、(4)屬性資訊之模糊不確定性，四個面向建立研究方法。針對此四個面向，本研究將於不確定環境下，以新對角線結合影響範圍–績效分析(Impact Range-performance Analysis；IRPA)方法，找出關鍵屬性，並另外建立影響非對稱分析(Impact Asymmetry Analysis；IAA)方法與其搭配，以排序關鍵屬性之改善次序，提供決策者更符合現實生活的分析結果，做為組織策略規劃參考。

Because of the development of science and technology and the changes in sociality, organizations cannot guarantee perfect satisfaction to their customers by simply handing over products. They need to focus more attentions on customer satisfaction. Therefore, organizations should explore the advantages and disadvantages of their product or service attributes to understand customers' subjective feelings about products or services. Organizations need to find out the determinant attributes and improve these attributes in priority. For such an end, they can ensure high-quality products and services, and thereby increase customer satisfaction to enhance their competitiveness.
Importance-Performance Analysis (IPA) is a method that can help organizations analyze their strengths and weaknesses. There are two aspects in IPA: importance and performance, so that organizations can understand the characteristics of attributes. Organizations can know which attributes are the important ones that need to be improved in the first priority by IPA. Therefore, IPA is widely used in various industries. However, IPA has some limitations. First, IPA only focuses on the direct importance of attributes, while ignoring the derived importance, which describes the relationship between attribute performance and Overall Customer Satisfaction (OCS). Second, IPA may overlook market opportunities due to the use of the relatively simplified graphical representation. Third, IPA assumes a linear relationship between performance and overall customer satisfaction, not considering that the possible asymmetric nonlinear relationship between performance and overall customer satisfaction. Fourth, IPA presents attribute information in the form of crisp values. In fact, the information is often ambiguous due to human subjective thoughts and cognition in a complex decision-making environment. We cannot simply convert opinions into crisp values.
This study focuses on (1) the derived importance of attributes, (2) the neglected attributes of market opportunities, (3) the asymmetric nonlinear relationship between performance and overall customer satisfaction, and (4) the uncertainty of attribute information. To deal with above four aspects, we add a new angle of diagonal line to Impact Range-Performance Analysis (IRPA) method to find key attributes, which should be improved firstly in an uncertain environment in this study. Then, we establish an Impact Asymmetry Analysis (IAA) to sort the improvement order of key attributes. Therefore, we can provide more realistic information to decision makers, as a reference for strategic planning to the organization.

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