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

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  2. Dissertations / Theses
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  4. Conference papers

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

Author: Grafiati
Published: 24 June 2021
Last updated: 18 February 2022

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

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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 satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.
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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 attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification
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Tontini, Gerson, Júlio Cesar da Silva, Eliane Fátima Strapazzon Beduschi, Elis Regina Mulinari Zanin, and Margarete de Fátima Marcon. "Nonlinear impact of online retail characteristics on customer satisfaction and loyalty." International Journal of Quality and Service Sciences 7, no. 2/3 (2015): 152–69. http://dx.doi.org/10.1108/ijqss-02-2015-0021.

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Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.
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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, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.
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Cheng, Ching-Chan, Ya-Yuan Chang, Ming-Chun Tsai, Cheng-Ta Chen, and Yu-Chun Tseng. "An evaluation instrument and strategy implications of service attributes in LOHAS restaurants." International Journal of Contemporary Hospitality Management 31, no. 1 (2019): 194–216. http://dx.doi.org/10.1108/ijchm-06-2017-0361.

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Purpose This study aims to develop a comprehensive LOHAS (lifestyles of health and sustainability) restaurant service quality scale by using a rigorous qualitative and quantitative research process to effectively measure the service quality of LOHAS restaurants. Moreover, this study aims to further identify the Kano quality characteristics and strategic meanings of service attributes in LOHAS restaurants. Design/methodology/approach This study designed the preliminary items of the service quality scale for LOHAS restaurants (LORSERV scale) based on relevant literatures and expert interview procedures. This study identified the goodness of fit of the questionnaire content, construct validity and validity of the LORSERV scale using exploratory factor analysis and confirmatory factor analysis. The moderated regression was conducted to identify the Kano quality characteristics and strategic meanings of each service attribute in LOHAS restaurants. Findings The results indicated that the LORSERV scale included seven dimensions (internal sense of happiness, transitiveness, environment, healthy catering, service commitment, green practicability and thoughtfulness), for a total of 33 items. According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality. Originality/value The contribution of this study is that the scale could facilitate operators of LOHAS restaurants to effectively understand customer perceptions of service quality and serve as a reference to upgrade and improve service quality. The identification of Kano quality characteristics for each service attribute is conducive for LOHAS restaurants to understand the strategic meanings of each service attribute and can serve as a reference to make distinctive service strategies to reach sustainable operations.
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Setyawan, Widy, and Iman Saefurrohman. "ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS BATAKO DENGAN MENGGUNAKAN METODE TAGUCHI -KANO." Jurnal Media Teknik dan Sistem Industri 2, no. 2 (2018): 56. http://dx.doi.org/10.35194/jmtsi.v2i2.405.

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Abstract— Quality is one thing that is important in the face of competition in the industry. An industry that can produce a product or service with good quality have a greater opportunity to compete. Customer satisfaction is the most important thing to know if the quality of a product can be accepted in the market or not, the customer satisfaction in the mean is how the compressive strength and absorption of tiles made at the plant WS is already in line with consumer expectations or not. This study aims to mengeathui customers are satisfied or not with the quality of bricks produced. The method used in this study using a model Kano with the results, test the validity of the first statement obtained r count of 0471 and the value of r table at 0294. reliability test results with Crombach's Alpha 0709 of 13 N of the item. Kano categorization results obtained category I (indifferent) and R (Reverse), which means indefferent is neutral, the dimensions of Reliability quality brick is good but it would be nice if it improved again. And on the dimensions showed Responsive service and the level of customer satisfaction with quality brick beraada at the level of R (Reverse), which means a setback, at this level that the quality of tiles made the necessary level.
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Supriadi, Mardiki. "Analisis Kepuasan Customer Menggunakan Pendekatan Model Kano Dan Aplikasi Quality Function Deployment (Qfd) Dan Teoriya Resheniya Izobretatelskikh Zadatch (Triz) Untuk Meningkatkan Mutu Layanan Jasa Perbankan (Studi Kasus di PT. Bank Rakyat Indonesia Kantor Bangli)." Jurnal Ilmiah Vastuwidya 2, no. 1 (2020): 18–22. http://dx.doi.org/10.47532/jiv.v2i1.72.

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The current competition among banking institutions has made customers more careful in choosing trusted banking institutions. If the customer gets a service that is not in accordance with what is desired, the management can lose customer confidence. In the end, customers will look for other banking institutions. This is a loss for management. Management should improve service quality to continue to gain customer trust and can continue to grow. Therefore, banking institutions need to create a Service Standard for the minimum implementation of banking services that are in accordance with the wishes of customers. This study aims to determine the standard of service that is in accordance with the wishes of customers and to prioritize the quality of service improvements that should be given to BRI bank customers at the Bangli office. The approach taken is the Kano method to categorize customer desires into the Kano category, the Quality Function Deployment (QFD) method to translate customer desires into what must be produced by bank management and the Resheniya Izobretatelskikh Zadatch (TRIZ) Theory method to improve mutual technical responses contradict. This study uses a questionnaire as a research instrument. Through the results of questionnaires it is known that 10 desires are needed by customers and are grouped based on 3 dimensions of Canoe. The results of categorizing attributes with Kano show that there are still categorized attributes as must be and one dimensional, meaning that there still needs to be a form of improvement from the management of the bank. From the formation of the House of Quality (HOQ) matrix, it is known that the variable "documentation and information" is the first priority in efforts to improve with the highest importance level of 19.58% and difficulty level 13.10%.
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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." International Journal of Web Services Research 11, no. 3 (2014): 96–115. http://dx.doi.org/10.4018/ijwsr.2014070105.

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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, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.
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Obioma,H, Onyeaghala,. "Servqual Model as Performance Evaluation Instrument for Small and Medium Sized Enterprises (SME): Evidence From Customers in Nigeria." European Scientific Journal, ESJ 12, no. 28 (2016): 520. http://dx.doi.org/10.19044/esj.2016.v12n28p520.

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It is the intention of this study to ascertain if SERVQUAL model can serve as an instrument for measuring performance of small and medium scale enterprises in Nigeria. The study adopted the Kano model as the theoretical framework. Empirical works on service quality and customer satisfaction were reviewed. Survey research design was adopted and conducted with the use of structured questionnaire designed in a 5 point likert scale format ranging from strongly agree, agree, strongly disagree, disagree and undecided. Twelve (12) small and medium scale enterprises operating in six geo-political zones of Nigeria were judgmentally selected, from where a sample of 60 was drawn using Taro Yamane formula. The questionnaire was validated and its reliability established. Data presentation and analysis was carried out using tables and simple percentages. Chi-square statistic; a nonparametric technique was employed in the test of the three hypotheses formulated to guide the study. This led to rejection of the three null hypotheses indicating that: Service quality dimensions has relationship with performance of small and medium scale enterprises; tangibility, reliability, responsiveness, assurance and empathy services can be used to measure performance of small and medium scale enterprises. This justifies that SERVQUAL dimensions; tangibility, reliability, responsiveness, assurance and empathy are indicators of customer satisfaction, implying that they can be employed as performance evaluation tools for small and medium scale enterprises. It is recommended that small and medium scale enterprises should direct their operations in line with SERVQUAL dimensions, if they want to achieve customer satisfaction and business performance.
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Velikova, Natalia, Lisa Slevitch, and Kimberly Mathe-Soulek. "Application of Kano model to identification of wine festival satisfaction drivers." International Journal of Contemporary Hospitality Management 29, no. 10 (2017): 2708–26. http://dx.doi.org/10.1108/ijchm-03-2016-0177.

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Purpose Practitioners and researchers are persistently trying to identify critical product/service attributes that generate greater customer satisfaction, which in turn yields multiple positive outcomes for the business. However, traditional measuring of attribute performance does not account for a non-linear nature of the relationship between attribute performance and customer satisfaction. The purpose of this paper is to apply an alternative method – penalty-reward contrast analysis (PRCA) grounded in Kano model – to a wine festival setting and to estimate the effects of each attribute on the overall satisfaction. Design/methodology/approach The aim of the study is to use a self-administered survey distributed to attendees of a large wine festival in the USA, resulting in a sample of 250 festival attendees. Findings Personnel and entertainment were considered “must-be” or basic factors for wine festivals. Failing to deliver on these dimensions will lead to attendees’ frustration and is likely to outweigh positive impact of other factors. Wine was considered to be a linear, or performance, factor with symmetrical positive and negative impact on satisfaction. Food and facilities were non-significant in predicting customer satisfaction. Practical implications Given that most wine festivals operate with rather scarce resources in a competitive environment, using an approach that helps determine how limited resources are best deployed to achieve the highest levels of customer satisfaction is beneficial for the industry. The study provides new insights to wine festivals managers as to how drivers of satisfaction may vary according to attributes of both the festival and the attendees. Originality/value The study adopts the novel approach of the PRCA in its application to wine festivals, making the study unique and noteworthy. It brings new knowledge about quality components of wine festivals and adds support to the new evaluation tool.
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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 ha en varierande stabilitet. I följd av detta har vi utformat syftet:  Syftet med vår studie är att skapa en ökad förståelse över servicekvalitetsdimensionen pålitlighet och dess bidragande faktor till nöjda kundupplevelser inom konsumentservice. Metod: Studien genomförs med ett deduktivt förhållningssätt med en kvantitativ forskningsmetod. Forskningsdesignen följer en tvärsnittsdesign på grund av studien, med utgångspunkt ska kunna utnyttja surveyundersökningar, det vill säga enkäter. Studiens resultat analyseras i SPSS, där det utförts en deskriptiv statistik och korrelationsanalys, samt i Excel där det genomförts olika sammanställningar av enkätsvaren. Detta följs av studiens egen analys, resultat, diskussion och slutsats.  Resultat &amp; Slutsats: Studiens resultat tyder på att servicedimensionen pålitlighet har ett positivt samband och inverkan på kundnöjdhet inom frisörbranschen. Samtidigt har konsumenters behov en betydelsefull inverkan på pålitlighet och kundnöjdhet, såsom upplevelse, pris och trygghet. Om dessa faktorer uppfylls av tjänsteutövaren kommer en positiv nivå av kundnöjdhet uppstå. Examensarbetets bidrag: Studien bidrar med ökad kunskap om servicekvalitets dimensionen pålitlighets påverkan till nöjda kundupplevelser inom frisörbranschen. Jämfört med tidigare studier som fokuserat på servicekvalitet i sin helhet riktat mot kundnöjdhet. I och med tidigare studiers helhetöversikt, kan denna studie ge en mer ingående beskrivning om en servicekvalitets dimension och dessutom nämna vilka parametrar som är av vikt vid uppfyllandet av kundnöjdhet.  Förslag till fortsatt forskning: Studien påvisar avgränsningar genom att enbart rikta sig mot en kvalitetsdimension och frisörbranschen. Förslag till vidare forskning är att undersöka en annan dimension än pålitlighet för att se huruvida de kan bidra till nöjda kundupplevelser. Ett annat förslag kan vara att undersöka samma dimension med en annan bransch, för att se likheter och skillnader branscher sinsemellan.<br>Aim: Customer satisfaction occurs in different levels when a consumer makes a service purchase. The quality of service is important in the fulfilling of consumers needs and wishes. There are ten different dimensions of service quality, including reliability. However, reliability have been criticized in various occasions and depending on the industry. A previous research results have shown us that reliability doesn’t have a major impact on customer satisfaction, but other research has shown that there is an extensive impact. Reliability has a varying stability and therefore this study intends to investigate the following:  The aim of this study is to create an increased understanding of the service quality dimension reliability and its attributes to customer satisfaction experience within consumer service.  Method: The study is followed by a deductive approach from a quantitative research method. The research design follows by a cross-sectional design due the basis of being able to use surveys. The study’s results are analyzed in SPSS, such as descriptive statistic and correlation analysis. The study also used excel to do some various compilations of the survey responses. This is followed by the study’s own analysis, results, discussion, and conclusion.  Result &amp; Conclusion: The study’s results indicate that reliability has a positive relationship and an impact on customer satisfaction in the barber industry. At the same time, consumer requirement has a significant impact on reliability and customer satisfaction. These requirements are experience, price and comfort. If these factors are fulfilled by the service provider, a positive level of customer satisfaction will show.  Contribution of the thesis: This study contributes an increased knowledge about reliabilities impact on customer satisfaction experience in the barber industry. Compared with previous research who has been focused on the service quality entirety impact for the customer satisfaction. With previous studies overall view, this study can provide a more detailed description on one service quality dimension and also mention which parameters that are important in fulfilling the customer satisfaction.  Suggestions for future research: This study has limitations by focusing only on one quality dimension of the barber industry. Suggestions for further research are to examine another dimension, to see if they can contribute to better customer satisfaction experiences. Another suggestion might be to examine the same dimension in another industries, to see similarities and differences between industries.
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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 payments compiled by scholars in the past, and cuts into the survey of service quality from the perspective of consumers. Focus group interviews can guide users to propose effective and broad-based needs based on their past experience and external communication of products, and add or replace the original model facets with service quality facets that have not been excavated in the past. In the course of this interview, the “convenience” facet was found to be a service quality facet that was not adopted by PZB but was in line with current mobile payments. Most users think that it is better to have a third-party payment function for mobile payments. The results show that the operator should improve costs by shifting to quality of service factors with higher consumer satisfaction and dissatisfaction factors. Give priority to how to reduce customer dissatisfaction, and then consider improving satisfaction.
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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 quality elements. It also analyzes the key quality factor items of supermarket retail service quality, and proposes improvement and action plans for key quality factor projects. The analysis of the survey results found that there were 11 elements of fascinating quality. For quality of service requirements, this study QFD technology to establish an effective quality improvement programs of action, entered into an improvement priorities.
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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 monitor the service quality elements of THSR. The Kano’s model was used to classify the service quality elements into five groups. The main subject is the customers who travel by THSR. In concrete terms, the purpose of this research is to analyze the customers’perceived service quality. A questionnaire-survey is designed to the customers of THSR. Nonrandom convenience sampling was used to collect data. This research delivered 710 questionnaires and out of which 700 samples were retrieved. There were 682 valid samples. SPSS12.0 is used to perform data analysis. The results of this study revealed different customers cognition for service quality. The study classifies the elements of the service quality of THSR by Kano’s model. 1.Among 36 quality elements discussed, there are 15 one dimensional quality elements, 14 must-be quality elements, 4 attractive quality elements, 3 indifferent quality elements, and 0 reverse ones. 2.Among demographic variance, various customer groups have significantly different options about some of the quality elements. The results will provide THSR managers as a reference for improving service quality and researchers the further study suggestions. Keyword：THSR, Service Quality, Kano’s Model
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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, scale approach can not precisely reflect human mentality as well as human feeling is fuzzy and uncertainly considering that feeling cannot be divided into pieces. Few of performance evaluation ways take into voice of customers to assess performance, and some of the process of performance evaluation method is complicated, and on determining the weights is more subjective. As a consequence, interval linguistic variable is able to help the expression of evaluator because the interval between two adjacent linguistic variables is more relevant to human mentality and feeling character. The two-dimensional model proposed by a Japanese scholar Noriaki Kano in 1984 was the most representative model on researching the character of customer needs. Kano two-dimensional quality model has shown to be the most beneficial tool to analyze customer need due to its simple and clear classification on different customer needs. The ordered weighted averaging (OWA) operator can be regards as providing an aggregation between the Min (and) and the Max (or). When integrating, OWA operator takes correlation between variables’ position and weights in account, and the related weights could be determined by different methods proposed from different scholars. Therefore, on determining the weights, OWA weights have more objectivity than subjective judgments. Thus, this study uses interval linguistic variables to design done on evaluation questionnaire, and uses Kano positive and negative questionnaire to design done on customer feeling questionnaire. After returning questionnaires, calculate evaluation value and sum up Kano quality classification, and then integrate the two types of questionnaires, then using to maximize the entropy of OWA relevant weights determination methods to obtain the relevant weights of integration, and finally, integrate values by OWA operator. It is for constructing the performance evaluation model which takes into account customers’ voice, moreover, to verify the feasibility of case in order to expect this model could provide organizations as a reference for implementing performance evaluation.
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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 most attractive factors to customers from 25 service quality items of KFC. Also, we sorted all KFC services by features and the indicators of satisfaction / dissatisfaction in order to promote customer satisfaction and KFC’s competitiveness. In this research, we found 13 service quality items were advantageous, 2 items needed KFC to be improved. Moreover aims at the Kano two-dimension model, the 13 service quality items from 25 items had to be attentive by KFC. Among these 13 items included 6 one-dimensional quality elements and 7 items must-be quality elements, the above gives reference and helps KFC improve the direction of service quality. On perspectives of customers in Quality Function Deployment (QFD) , KFC should be a priority to improve the customer service training and brand planning in order to improve service quality and thus enhance customer satisfaction.
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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 visibility of restaurant advertising, providing immediate feedback to customers, standardizing quality of ingredient purchasing, and improving time efficiency of meal preparation.
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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 reference. A total of 480 questionnaires were sent out, 391 questionnaires were returned, and 300 valid questionnaires. The effective questionnaire recovery rate was 63%. The results of this study show that among the 38 service quality attributes of the parent-child restaurant, there are 17 items of glamour quality, 19 items of one-dimensional quality, and 2 items of no difference quality. According to the analysis of the quadrant map of the customer satisfaction coefficient matrix, we found that the quality of the parent-child restaurant service items, a total of ten to continue to maintain the district, eleven for the concentrated development zone, if the industry can contribute to the development of this service quality, it will be able to effectively improve Customer satisfaction and increase the number of guests.
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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 used to design the questionnaire and help us to see what the problems are. Satisfaction index of quality is used to show which services provided by agents could increase or decrease satisfaction of retailer. Results show significant difference between retailers with different attributes, and satisfaction index of quality provides several important service factors to help agent improve the service quality for retailers.
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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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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, fulfillment, and privacy) were used to measure the service quality of shopping websites. Subsequently, the simultaneous importance-performance analysis (SIPA) method and analytical Kano model were integrated to analyze the market competition strategies adopted among members of the shopping website industry. Finally, suggestions are provided regarding potential management methods for the case companies.
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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 criteria that refer to the location, the personnel, the activities, the cost, and the “green” aspects of the agro-tourism farm. The MUSA method has been applied in the context of Kano's theory of attractive quality. The main results show which satisfaction criteria mostly affect satisfaction and/or dissatisfaction, identifying the strong and the weak points of the farm. Finally, combining the previous results, it is possible to prioritize improvement actions.
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Kushwaha, Gyaneshwar Singh, and Shiv Ratan Agrawal. "Customer Satisfaction via Service Quality Dimensions." In Web-Based Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch081.

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The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.
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Taherdoost, Hamed, and Ali Hassan. "Development of an E-Service Quality Model (eSQM) to Assess the Quality of E-Service." In Strategies and Tools for Managing Connected Consumers. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-9697-4.ch011.

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E-service quality is known as a critical factor for successful implementation and decent performance of any business in electronic environment. Although many researches have been carried out in the field of service quality, there is a clear need for a theoretical model that integrates all aspects of e-service quality. This chapter responded to this need by developing a theoretical model to assess the quality of e-service. In the first phase, e-service quality dimensions were extracted from the literature. Exploratory factor analysis was applied to cluster the factors effectively in developing the conceptual model. Confirmatory approach was conducted with structural equation modeling to test and validate the proposed model. The contribution of this research is the integration of various relevant dimensions affecting e-service quality into a unified e-service quality model (eSQM).
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Plebani, Pierluigi, and Filippo Ramoni. "A Quality Driven Web Service Selection Model." In Handbook of Research on Service-Oriented Systems and Non-Functional Properties. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-61350-432-1.ch007.

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The chapter introduces a quality of Web service model which can be exploited by a Web service broker during the Web service selection phase. The model considers both user and provider standpoints. On the one hand, providers express their capabilities with respect to measurable dimensions (e.g., response time, latency). On the other hand, users can define the requirements with a higher level of abstraction (e.g. performance). Since the quality is subjective by definition, the presented quality model also maps the user preferences, i.e., how much a quality dimension is more important than another one in evaluating the overall quality. The Analytic Hierarchy Approach (AHP) has been adopted as a technique for expressing user preferences. The chapter also describes how the model can be exploited in the Web service selection process. Starting from a set of functionally equivalent Web services, the selection process identifies which are the Web services able to satisfy the user requirements. Moreover, according to a cost-benefit analysis, the list of selected Web services is sorted and, as a consequence, the best Web service is identified.
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"Exploring service quality of social networking sites based on Kano model and innovation diffusion theory." In Innovation in Design, Communication and Engineering. CRC Press, 2015. http://dx.doi.org/10.1201/b18737-99.

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Kesuma, Dorie Pandora, Achmad Nizar Hidayanto, Meyliana, Kongkiti Phusavat, and Dina Chahyati. "Integrating E-SERVQUAL and Kano Model into Quality Function Deployment to Improve Website Service Quality: An Application to University's Website." In Advances in Web Technologies and Engineering. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9764-5.ch003.

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Today's internet technology has been utilized in various fields, one of which is to provide services in the field of education. Internet technology in the form of website enables organizations to provide anywhere anytime services to their customers, thus it is expected increasing customers' satisfaction. This research aims to develop a service design framework that can be used to evaluate the quality of website service at the university and formulate solutions for its improvement, by combining E-SERVQUAL, Kano Model, and Quality Function Deployment (QFD). To demonstrate the use of the proposed framework, we conducted a case study in one of the private universities in Palembang, Indonesia. Step by step of the framework usage is discussed, to provide a better understanding of the framework we are proposing.
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Conference papers on the topic "Service quality dimensions and Kano- model"

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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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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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Tsai, I.-Chang, and Chung-Han Yeh. "Integrating Kano and EMF model to measure e-book user experience service quality." In 2016 11th International Conference on Computer Science & Education (ICCSE). IEEE, 2016. http://dx.doi.org/10.1109/iccse.2016.7581714.

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Qingliang Meng, Ling Zhang, and Lin He. "Classification of service quality elements based on Fuzzy Kano model: An empirical study in Chinese machinery industry." In 2014 11th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2014. http://dx.doi.org/10.1109/icsssm.2014.6874079.

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Rozaq, Riyan, Denalia M. Larasati, Destin H. Tampubolon, Rafli Ramadhani, and M. Mujiya Ulkhaq. "An Application of the Kano Model for Assessing Customer Satisfaction of Hospital Service Quality." In 2019 IEEE 6th International Conference on Industrial Engineering and Applications (ICIEA). IEEE, 2019. http://dx.doi.org/10.1109/iea.2019.8714936.

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Shan Miyuan, Zhang Xuechang, and Zhou Xin. "The application of Kano model in service quality evaluation of B2C e-commerce sites." In 2011 IEEE 2nd International Conference on Software Engineering and Service Science (ICSESS). IEEE, 2011. http://dx.doi.org/10.1109/icsess.2011.5982327.

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Stiakakis, Emmanouil, and Christos K. Georgiadis. "A Model to Identify the Dimensions of Mobile Service Quality." In 2011 Tenth International Conference on Mobile Business, ICMB. IEEE, 2011. http://dx.doi.org/10.1109/icmb.2011.43.

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