Integrating the I–S Model and FMEA for Process Optimization in Packaging and Printing Industry

This study investigates the determinants of service demand in the packaging and printing industry, identifying 19 key factors through expert evaluation. These factors were analyzed using the Importance–Satisfaction (I–S) Model to pinpoint areas requiring enhancement, with four elements classified within the improvement zone. Considering resource constraints, improvement priorities were established through a modified Risk Priority Number (RPN) framework derived from Failure Modes and Effects Analysis (FMEA), expressed as RPN = I × F × E. The highest-priority areas for improvement included product pricing, flexibility in meeting customer requirements, suppliers’ emergency response capabilities, and proactive communication regarding raw material price fluctuations. The findings indicate that consumers balance price against sustainability value, highlighting the necessity of setting prices that align with perceived value to sustain trust and meet expectations. Strengthening firms’ emergency response mechanisms and developing an online standard operating procedure (SOP) notification system for raw material price changes can enhance communication efficiency, increase transparency in pricing, and ultimately improve organizational competitiveness.