Relevant bibliographies by topics / Service quality dimensions and Kano- model

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  1. Journal articles
  2. Dissertations / Theses
  3. Book chapters
  4. Conference papers
  5. Reports

Academic literature on the topic 'Service quality dimensions and Kano- model'

Author: Grafiati
Published: 24 June 2021
Last updated: 29 July 2025

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Journal articles on the topic "Service quality dimensions and Kano- model"

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Syakbani, Fajri Furqon, and Rahmiati Rahmiati. "Application of Kano Model for Customer Satisfaction Analysis of Health Center Service Quality." Journal of Management and Administration Provision 5, no. 2 (2025): 193–203. https://doi.org/10.55885/jmap.v5i2.588.

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In the health service sector, especially community health centers, service quality is an important issue considering its function as a first-level health facility that serves the wider community. Where customer satisfaction is an important benchmark for assessing the extent to which the health services provided are able to meet the needs of the community. This study aims to analyze customer satisfaction with service quality attributes at the Tanjung Ampalu community health center based on the Kano model. This study is a quantitative study involving 317 respondents with a survey research data c
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Zhou, Kailin, and Zhong Yao. "Analysis of Customer Satisfaction in Tourism Services Based on the Kano Model." Systems 11, no. 7 (2023): 345. http://dx.doi.org/10.3390/systems11070345.

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Understanding customer needs is of great significance to enhance service quality and competitive advantage. However, for the tourism industry, it is still unclear how to mine service improvement strategies from tourist-generated online reviews. This paper aims to develop a data-driven approach to conduct a fine-grained dimension analysis of customer satisfaction with tourism services. First, this paper uses Latent Dirichlet Allocation to explore the key dimensions of tourist satisfaction from online reviews. Next, based on the Chinese sentiment dictionary, tourists’ emotional attitudes towards
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Safi'i, Imam. "Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual." Jurnal Sistem dan Manajemen Industri 2, no. 2 (2018): 77. http://dx.doi.org/10.30656/jsmi.v2i2.696.

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This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these a
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Ok, SeungHyun, and Seungbeom Kim. "A Study on the Service Quality Attributes of AI Banking Chatbots: Based on the KANO Model." Korean Production and Operations Management Society 36, no. 1 (2025): 133–48. https://doi.org/10.32956/kopoms.2025.36.1.133.

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With the advancement of Large Language Models (LLMs), chatbots in the financial sector have come to play a variety of key roles, such as handling customer inquiries, providing financial consultations, and supporting transaction processes. This study analyzes the service quality attributes of banking chatbots to improve user experience and service quality, using the KANO model and Timko’s Customer Satisfaction Coefficient. The core elements of AI chatbot service quality were identified, and a survey was designed with seven dimensions and 23 detailed items. Based on the results, each element was
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Hui-Chi, (Rio) Liu, (Anderson) Jing Pu-Han, and (Joe) Chiu Yu-Yin. "Investigating wedding quality characteristics: Evidence from Kaohsiung." Journal of Tourism, Heritage & Services Marketing 1, no. 1 (2015): 10–15. https://doi.org/10.5281/zenodo.376325.

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<em>Having a perfect and romantic wedding were the dream of bridges and grooms. Nowadays, people have variety of forms; the choice of the new space is relatively broad. However, with the wedding companies comes out, many merchants offering different forms to cater for customers. Therefore, to let the wedding company can understand the needs of customers, we used the Kano Model to analyze the factors and what reasons can reduce the satisfaction of customers. The results indicate that “Main purpose of this project is to determine wedding market strategies in Taiwan. An analysis of the basic sati
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Wibawa, Firrizqi Satria, Nurul Qomariah, and Yusron Rozzaid. "Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso." International Journal of Business, Technology and Organizational Behavior (IJBTOB) 1, no. 4 (2021): 324–31. http://dx.doi.org/10.52218/ijbtob.v1i4.121.

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This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, b
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Hidayatullah, Taufiq Asy’ari, and Febriana Wurjaningrum. "Enhancing The Service Quality of The Tour and Travel SME By Integrating Servqual Dimensions, Kano Model, and Fishbone Diagram." Southeast Asian Business Review 1, no. 2 (2023): 183–97. http://dx.doi.org/10.20473/sabr.v1i2.50943.

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Transportation services are one of the prominent sectors in the movement of the economy. The current transportation system should be arranged in an integrated manner in a single national-scale system to balance the readiness of transportation services and public needs. A proper transportation system can lead to the realization of the goal of building a firm infrastructure and sustainable-inclusive industrialization in the future. Qualitative case study of an SME in Indonesia using the Servqual, Kano, and Fishbone diagram. These three methods can analyze the relationship between quality attribu
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Kasmawati, Kasmawati, and Sofiyanurriyanti Sofiyanurriyanti. "Analisis Kualitas Pelayanan Perpustakaan Menggunakan Metode Kano." Jurnal Optimalisasi 9, no. 1 (2023): 65. http://dx.doi.org/10.35308/jopt.v9i1.7404.

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The West Aceh Regency Library and Archives Service is an agency engaged in carrying out general government tasks, building libraries, and providing services openly to its users regardless of age, education, and social status factors in society. However, there are still some problems that make visitors unsatisfied, including incomplete and non-specific book collection facilities, lack of the latest published books, placement of books on shelves that do not match the location, and inadequate facilities in the reading room. This study aims to determine and categorize the attributes that are consi
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Kusumahadi, Krishna, Widya Sastika, and Fanni Husnul Hanifa. "E-ServiceQuality Model and Kano Model: An Integration Improvement on Service Quality in E-Commerce Services." International Journal of Entrepreneurship, Business and Creative Economy 2, no. 1 (2022): 67–80. http://dx.doi.org/10.31098/ijebce.v2i1.738.

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Indonesia has become the largest e-commerce market in South East Asia. According to Wearesocial and Hootsuite data, around 90% of internet users in Indonesia have experienced online shopping. In 2019, the e-commerce market's capital value in Indonesia reached USD 21 Million or about Rp 294 trillion. Based on McKinsey Report, the e-commerce industry in Indonesia is predicted to reach USD 40 million in 2022. The increase of online shopping activity reached 400% during the 2020 pandemic, causing a 23.11% increase in e-commerce service complaints. This research is conducted for improvement in e-co
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Bandyopadhyay, Nirmalya. "Classification of service quality attributes using Kano’s model." International Journal of Bank Marketing 33, no. 4 (2015): 457–70. http://dx.doi.org/10.1108/ijbm-02-2014-0029.

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Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of s
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Dissertations / Theses on the topic "Service quality dimensions and Kano- model"

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Carlsson, Linnéa, and Elin Johansson. "Pålitlighetens påverkan till kundnöjdhet : En kvantitativ studie om hur konsumenter upplever pålitlighetens påverkan för nöjda kundupplevelser inom konsumentservice." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36228.

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Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier
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Liao, Tzu Chun, and 廖紫君. "Kano Two-Dimensional Model to Medical Service Quality Study of Radiotherapy." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/6dqkbg.

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Mao, Hsin-Yuan, and 毛新元. "Combining Kano Two-Dimensional Quality Model and PZB Model to Construct Service Quality Model for Mobile Payment." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/bx7v58.

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碩士<br>國立臺北科技大學<br>資訊與財金管理系<br>106<br>In order to find out the service demand that mobile payment service has a greater impact on consumers, the industry can be used as a business strategy to enhance the appeal of the service. This paper examines the key quality attributes of mobile payment services through focus group interviews and Kano two-dimensional quality model and PZB service quality gap. After constructing the action payment service quality model, it sorts the importance and finds the service items that need to be urgently improved or added. This article reviews the evolution of action
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KUNG, SIH-YUN, and 龔思芸. "Application of Kano Two Dimensional Quality Model for The Service Quality of Retail Industry." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/c8jnk8.

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碩士<br>輔仁大學<br>統計資訊學系應用統計碩士在職專班<br>107<br>Whether it is a retail business with physical or physical storefronts, it is necessary to provide customer-related customer service. In the future, service will be a differentiated element for each company to gain competitive advantage. This study collects and organizes the literature on the quality of service in the supermarket retail channel, and finds out the customers service quality requirements for the relevant channels. The Kano two-dimensional quality model is used to convert the demand items of the customer questionnaire into two-dimensional qu
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Cheng, Ying-Chieh, and 鄭英傑. "A Study of Kano Two Dimensional Model on the THSR Service Quality." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/95102788107440375034.

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碩士<br>輔仁大學<br>餐旅管理學系碩士班<br>96<br>Like other advanced countries have HSR work, Taiwan HSR runs in November of 2006. In April of 2008 HSR has transported over 2,300,000 passengers. THSR provides more diversity and convenient of services and shortens the distance between the north and the south. It brings some benefits like “One-day living circle”. It also develops international sightseeing into new view. This research adopted the Parasuraman,Zeithaml and Berry service quality model and Cavana, Corbett’s and Lo’s questionnaires to develop the questionnaires of this research. Then, use it to m
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Liu, Chia-Fang, and 劉佳芳. "Service Quality Performance Study by Fuzzy Linguistic Integrating, OWA and Kano Two-dimension Quality Model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/04859108508278827078.

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碩士<br>中華大學<br>工業管理學系碩士班<br>99<br>With the changes in the environment and competition among market, organizations will confront more challenges. Therefore, organizations are bound to introspect the past performances and stimulate the future. Implementing performance evaluation is not only to help organizations understand the operation of the current situation, but also to review the execution of strategy is meeting customer or not, and to be aware of the effect of using of limited resources. The previous questionnaire design done on performance evaluation mostly conducts Likert scale. However,
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Liao, Hsueh-Ching, and 廖雪靜. "Integrating Kano Two-Dimensional Quality Model And Quality Function Deployment Into The Study Of Kentucky Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/k3u3n3.

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碩士<br>國立虎尾科技大學<br>工業工程與管理研究所在職專班<br>102<br>Abstract Amid society changing, service industry has taken the helm in Taiwan. As the service industry offers services to people, many fast-food store owners provide high quality and quick service to promote the competitiveness. The most important issue of Kentucky Fried Chicken fast-food (KFC) is to meet the expected demand of customers. In this study, we adopts SERVQUAL scale as a basis to design 25 items of the questionnaires to explore the customers'' viewpoints on KFC. Through integration of the Kano model and IPA test items, we investigated the
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Liao, Shuju, and 廖淑如. "Applied Kano two-dimensional quality model for theme food and beverage service system." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/dn45r2.

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碩士<br>輔仁大學<br>企業管理學系管理學碩士在職專班<br>100<br>This study integrates the Kano two-dimensional quality model and quality function deployment (QFD) to construct a systematic mechanism for food and beverage service planning and improvement. This study adopts a three stage research framework: 1.Surveying food and beverage service needs, 2.Extracting key quality factors for food and beverage service, 3.Proposing methods for improving food and beverage service. Based on the results of this research the most five important action plans are personal professional skills and knowledge, increasing the visibilit
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Shih, Sin-Chun, and 施心純. "A Study of Kano Two-Dimensional Model on Mobile Phone Distribution Service Quality." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/79590313177934872361.

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碩士<br>立德管理學院<br>工業管理研究所<br>95<br>The competition of mobile phone market of Taiwan is fierce in recent years. After combining in a few years, division among specialized departments of midstream and downstream had been formed gradually. However, system trader and agent have their own selling plan and service for retailers. Service provided by retailer for customers are then affected and form great difference among each others. We consult relevant literatures and interview mobile phone retailer to understand the problems between agents and retailers. Kano two-dimentional quality model is then us
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CHEN, WEI-SHUAN, and 陳韋璇. "A Study of Kano Two-Dimensional Model on Parent-kid Restaurant Service Quality." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/m676va.

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碩士<br>輔仁大學<br>兒童與家庭學系碩士班<br>106<br>This research is based on the KANO two-dimensional model, taking the parents of public kindergartens in the Greater Taipei area as the research object, and through the literature review and the revised self-made scale of the experts to conduct a questionnaire survey to explore the environment and meal of the paternity restaurant customers. Services and perceptions of the four facets, and then using the quadrant map formed by the customer satisfaction coefficient to find out the improvement of service quality of parent-child restaurant operators Basis and refe
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Book chapters on the topic "Service quality dimensions and Kano- model"

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Sui Pheng, Low, and Zhu Rui. "SERVQUAL, the Kano Model and QFD." In Service Quality for Facilities Management in Hospitals. Springer Singapore, 2016. http://dx.doi.org/10.1007/978-981-10-0956-3_3.

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Chou, Chin-Mei, Cindy Sutanto, and Shu-Kai Wu. "Improving Service Quality by Prioritizing Service Attributes Using SERVQUAL and Kano Model." In Human Interface and the Management of Information. Information and Knowledge Design. Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-20612-7_49.

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Chuang, Pao-Tiao, and Yi-Ping Chen. "Applying KANO Model to Exploit Service Quality for the Real Estate Brokering Industry." In Proceedings of the Institute of Industrial Engineers Asian Conference 2013. Springer Singapore, 2013. http://dx.doi.org/10.1007/978-981-4451-98-7_94.

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Yen, Kai-Chieh, and Yu-Hsiu Hung. "Integrating the Kano Model and IPA to Measure Service Quality of Pet Grooming." In Lecture Notes in Computer Science. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-35599-8_34.

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Xu, Yajie, and Xinshun Tong. "Research on the Service Quality of JD Daojia's Logistics Distribution Based on Kano Model." In Advances in Artificial Systems for Logistics Engineering III. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-36115-9_49.

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Pamungkas, Bagas Dwi, and Widya Paramita. "Application of the Kano Model to Investigate the Service Quality of Light Rail Transit (LRT) Jabodebek." In Advances in Economics, Business and Management Research. Atlantis Press International BV, 2025. https://doi.org/10.2991/978-94-6463-692-5_21.

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Ersen, Mert, Abdulkadir Keskin, and Abdulkadir Atalan. "A Study on the Analysis of Customer Satisfaction in Hotel Businesses in Istanbul With the Kano Model." In Cases on Traveler Preferences, Attitudes, and Behaviors. IGI Global, 2023. http://dx.doi.org/10.4018/978-1-6684-6919-4.ch013.

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Hotel businesses have an important place in the tourism sector. Hotel businesses want better customer service by meeting their demands and expectations, thus attracting more customers than rival businesses. One of the most critical factors in tourism enterprises' customer competition is providing quality service. For this purpose, it can benefit from the Kano model. The Kano model is a practical approach that tries to understand customer satisfaction by categorizing the expectations of the customers. In the study, the Kano model was applied in the hotels of a hotel chain in Istanbul. In additi
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Chang, Shu-Fong, Jen-Chi Chang, Kuo-Hua Lin, et al. "Measuring the Service Quality of E-Commerce and Competitive Strategies." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch019.

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The global online shopping market has exhibited consistent growth, exceeding an annual average growth rate of 10% from 2006 to 2010; however, the online shopping market in Taiwan demonstrated an astounding growth rate, surpassing 35% during the same period. In the current competitive and rapidly expanding market environment, shopping website providers must establish effective methods for measuring and improving service quality to increase customer satisfaction levels. In this study, four service quality dimensions of the e-core service quality scale (E-S-QUAL; efficiency, system availability,
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Li, Li, and Zhixiang Chen. "Empirical Study on the Influencing Factors of Satisfaction of Logistics Service Quality of Cross-Border Import E-Commerce Based on KANO Model." In Advances in Transdisciplinary Engineering. IOS Press, 2024. http://dx.doi.org/10.3233/atde231333.

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The development of cross-border e-commerce cannot be separated from the coordination of cross-border logistics. Structural equation model is used to explore the influencing factors of logistics service satisfaction of cross-border import e-commerce. The results show that the service quality of cross-border logistics and its three dimensions namely basic service quality, value-added service quality and supply chain service quality have significant positive influence on customer satisfaction, and the supply chain service quality has the greatest influence on satisfaction, followed by basic servi
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Lachnidaki, Maria, Evangelos Grigoroudis, and Constantin Zopounidis. "Agro-Tourism Customer Satisfaction Analysis Based on the Theory of Attractive Quality." In Interdisciplinary Perspectives on Operations Management and Service Evaluation. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-5442-5.ch015.

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Customer satisfaction measurement is an important and critical issue of all businesses in the tourism sector, since it gives a better understanding of the needs and requirements of tourists. The Kano model is one of the most widely used approaches in analyzing customer satisfaction, aiming to categorize the quality attributes of products/services in different quality dimensions. The main aim of this chapter is to analyze customer satisfaction from an agro-tourism farm and prioritize potential improvement actions. The preliminary analysis has identified a large set of customer satisfaction crit
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Conference papers on the topic "Service quality dimensions and Kano- model"

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Haifeng, WU, ZHANG Ruijun, SHI Hang, WANG Menghao, and LIU Yixuan. "Analysis of Logistics Service Quality Satisfaction in Fresh E-commerce Based on KANO-IPA Model." In The 14th International Conference on Logistics and Systems Engineering. Aussino Academic Publishing House, 2025. https://doi.org/10.52202/078960-0052.

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Jia, Fusheng, Xinyu Chen, and Renke He. "Conversational Interaction Design for shopping apps: Situational awareness theory." In Intelligent Human Systems Integration (IHSI 2023) Integrating People and Intelligent Systems. AHFE International, 2023. http://dx.doi.org/10.54941/ahfe1002918.

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Conversational interaction is crucial to the development of e-commerce. In order to meet the needs of users, more and more enterprises begin to build chatbots based on conversational interaction. Conversational chatbots are becoming more and more popular, gradually becoming the preferred way for users to communicate with enterprises. Chatbots can provide users with personalized experience and high-quality services. However, there is no complete and systematic design principle to guide the design of its new conversational interface interaction. Many designers have borrowed the methods of social
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Singh, Pankaj, Ruchi Kushwaha, and Jyoti Kushwaha. "Assessing visitors satisfaction about museum service quality using Kano model." In 2021 IEEE 9th Region 10 Humanitarian Technology Conference (R10-HTC). IEEE, 2021. http://dx.doi.org/10.1109/r10-htc53172.2021.9641707.

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Wang Xiaojing. "An application of Kano model to identify quality attributes of smart tourism." In 2017 14th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2017. http://dx.doi.org/10.1109/icsssm.2017.7996240.

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Lestarini, Dinda, and Kridanto Surendro. "Designing kano-based e-service quality model to improve user satisfaction." In 2017 2nd International Conferences on Information Technology, Information Systems and Electrical Engineering (ICITISEE). IEEE, 2017. http://dx.doi.org/10.1109/icitisee.2017.8285484.

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"Service Quality Analysis in Retail Industry using Servqual and Kano Model." In 2nd International Conference Eco-Innovation in Science, Engineering, and Technology. Galaxy Science, 2021. http://dx.doi.org/10.11594/nstp.2021.1441.

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Li, Xiaoping, Lijuan Xie, and Lan Xu. "Research on classification and restruction of Express service quality elements based on Kano model." In 2016 13th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2016. http://dx.doi.org/10.1109/icsssm.2016.7538430.

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Li, Hongxiu, and Reima Suomi. "Dimensions of E-service Quality: An Alternative Model." In 2008 Second International Conference on Future Generation Communication and Networking Symposia (FGCNS). IEEE, 2008. http://dx.doi.org/10.1109/fgcns.2008.104.

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Dandan, Zhang. "Research on Improving Service Quality of Logistics Enterprises Based on KANO Model." In Proceedings of the 2019 4th International Conference on Social Sciences and Economic Development (ICSSED 2019). Atlantis Press, 2019. http://dx.doi.org/10.2991/icssed-19.2019.63.

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Singh, Pankaj, Gaurav Agrawal, and Ruchi Kushwaha. "Evaluating Customer Satisfaction of Weather Index Insurance Service Quality Using Kano Model." In 2021 IEEE Bombay Section Signature Conference (IBSSC). IEEE, 2021. http://dx.doi.org/10.1109/ibssc53889.2021.9673370.

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Reports on the topic "Service quality dimensions and Kano- model"

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Melkas, Helinä, Janne Pesu, Satu Pekkarinen, et al. Distance spanning solutions in health care and care: Climate impacts and sustainability synergies. Edited by Bengt Andersson and Marie Sjölind. Nordic Welfare Centre, 2024. http://dx.doi.org/10.52746/voeg9468.

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Distance spanning solutions in healthcare and social care are rapidly increasing in all the Nordic countries. Healthcare and care are offered in people’s homes based on their own needs. Digitalisation and remote service solutions are important prerequisites for maintaining the quality of the Nordic welfare model. But what are the sustainability impacts of these services? The Nordic region has set the ambitious goal of becoming the world’s most sustainable and integrated region by 2030. Distance spanning solutions in Nordic health care and care are closely aligned with this vision and each stra
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