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

Author: Grafiati

Published: 24 June 2021

Last updated: 29 July 2025

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1

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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Suryawardani, Bethani, Dendi Gusnadi, Astri Wulandari, and Dandy Marcelino. "Integration Kano Model and E-Servqual to Evaluate Online Travel Agent Services in Bandung 2022." Jurnal Kawistara 12, no. 3 (2022): 313. http://dx.doi.org/10.22146/kawistara.73937.

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One of the integrated e-commerce models is online ticket selling. Many travel agents sell travel tickets for national or international destinations online through websites; one of them is Tiket.com, a popular travel agency in Indonesia. The intense competition in the internet-based service providing industry has, in fact, motivated this company to meet their customers’ needs and preferences with quality services; the goal is to increase the number of their service users. The purpose of this study is to identify aspects of user requirements by Tiket.com as an online travel agent service that ne

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Azzahro', Sholihah, and Bambang Syairuddin. "Model Kano and Servqual in QFD (Quality Function Deployment) Integration to Improve AHASS Customer Satisfaction." Proceeding of the International Conference on Multidisciplinary Research for Sustainable Innovation 1 (August 12, 2024): 25–33. http://dx.doi.org/10.31098/icmrsi.v1i.780.

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The main actor of the service industry is service performance provided by the company to consumers. Service quality is a relevant concept to be applied and developed in the field of after-sales service in the automotive industry. This research integrates Servqual and Kano models into QFD. Servqual is used to determine the gap between consumer perceptions and expectations using 7 servqual dimensions. Kano's model for classifying consumer retention, QFD, and a link between consumer needs and the service design process requires a HoQ matrix consisting of six elements. Strengthen the determination

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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. Penal

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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 pro

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Chen, Yi-Chang, Chao-Chung Ho, and Shih-Ming Kuo. "Service Quality of and User Satisfaction with Non-State-Owned Academic Libraries in China: Integrating the Fuzzy Delphi Method with the Kano Approach." Sustainability 14, no. 14 (2022): 8506. http://dx.doi.org/10.3390/su14148506.

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Libraries are digitizing, and challenges are posed by digital technologies for institutions of higher education in China. This study aims to present the dimensionality of perceived service quality, its effect on customer satisfaction, and the case of a non-state-owned library’s academic service quality. A sample consisting of valid 453 respondents used online recruitment to retrieve answers to questionnaires. Ten experts were invited to review the questionnaire for content validity and question clarity. In this study, the Fuzzy Delphi method was used to establish questionnaire indices and the

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Liang, Ying, and Ratapol Wudhikarn. "Discover the User Satisfaction of Overseas Wechat Official Accounts through Kano Model." International Journal of Membrane Science and Technology 10, no. 2 (2023): 2632–41. http://dx.doi.org/10.15379/ijmst.v10i2.2933.

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In the digital age, rapid socio-economic shifts have intensified competition among enterprises, particularly in the realm of new media. New media companies leverage fan economy dynamics to gain prominence. As competition diversifies across dimensions like price, quality, service, and user experience, the common goal remains user satisfaction. This requires understanding latent user needs, integrating a user-centric approach in product development, and aligning offerings with genuine user requirements

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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 metho

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Shaikh, Faheem, Abdul Sattar Shaikh, Muhammad Mutasim Billah Tufail, Hussain Bux, and Veena Kumari. "Improving Quality Health Care Services by Implementing DMAIC Approach in Paediatric Cardiology Department of Public Hospital of Sindh, Pakistan: A Case Study." Pakistan Heart Journal 56, no. 4 (2023): 278–86. http://dx.doi.org/10.47144/phj.v56i4.2504.

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Objectives: The hospital industry has changed its dimension from diagnosis to complete total patient satisfaction. This study aims to identify the critical variables that can enhance overall patient satisfaction in the hospital industry. The study identified three critical factors for any hospital to provide quality service. Methodology: The study adopted the lean Six Sigma process improvement methodology to identify the critical service factors in hospitals. Lean Six Sigma is a flexible problem-solving tool that comprehensively solves any problem. DMAIC process improvement methodology is used

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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 wish

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Darmawan, Armin, Amrin Rapi, and A. Alief Rachmat. "KAJIAN KUALITAS LAYANAN JASA TRANSPORTASI LOGISTIK UNTUK MENINGKATKAN KEPUASAN PELANGGAN DENGAN PENDEKATAN METODE ZONE OF TOLERANCE (ZOT)." Jurnal Ilmiah Teknik Industri 9, no. 1 (2021): 36. http://dx.doi.org/10.24912/jitiuntar.v9i1.8705.

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Logistics transportation service industries experiencing the growth significantly due to e-commerce growth since the last decade. However, services industry, it is difficult to quantify as it is a function of different user preference over time. The study examined to evaluate the service satisfaction level of logistics service systems in order to develop service satisfaction more responsive, empathy, reliable and friendly. A survey conducted to users of logistics services provider in Makassar city. Kano model was the methodology used in evaluating the service satisfaction systematically by int

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Pai, Fan-Yun, Tsu-Ming Yeh, Tzu-Hsu Hung, and Hsiao-Yuan Lu. "Applying the Kano model and QFD to improve the service quality of Kinmen County government’s overseas residents service centers in Taiwan." Journal of Infrastructure, Policy and Development 8, no. 7 (2024): 5492. http://dx.doi.org/10.24294/jipd.v8i7.5492.

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This study explores the attributes of service quality for overseas residents provided by island county governments, using the example of the Kinmen County Government’s service center in central Taiwan. This research aims to identify key service elements that can enhance the satisfaction of Kinmen overseas residents. Drawing upon the SERVQUAL scale and a comprehensive literature review, service quality is divided into five dimensions: “administrative service,” “life counseling,” “information provision,” among others, comprising 24 service quality elements. A total of 311 valid questionnaires we

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Li, Long-Zhe, Sung-Kwang Kim, Jinho Yoo, and Kyong-ken Choi. "Servicescape of Fitness Facilities and Customer Satisfaction: A Comparative Kano Analysis of Korean and Chinese Consumers." Asian Journal of Kinesiology 27, no. 2 (2025): 50–60. https://doi.org/10.15758/ajk.2025.27.2.50.

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OBJECTIVES This study explores the impact of fitness facility servicescapes on customer satisfaction and compares the differences between Korean and Chinese consumers using the Kano model. The research aims to identify key service elements influencing satisfaction, analyze cultural and socioeconomic factors affecting consumer preferences, and provide strategic insights for market-specific service design.METHODS An online survey via Google Forms was conducted with 158 Korean participants (Seoul and Gyeonggi regions) and 216 Chinese participants (Liaoning Province). The Kano model and Timko coef

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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,

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Anastasya, Syeren, Sari Wulandari, and Agus Achmad Suhendra. "Identification Customer Needs of Shuttle Travel by Using Servqual and Kano Methods." International Journal of Innovation in Enterprise System 7, no. 02 (2023): 166–79. http://dx.doi.org/10.25124/ijies.v7i02.238.

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Bhinneka Shuttle is a companies which is engaged in customer delivery transportation services and was founded in 1972. Throughout 2022, Bhinneka Shuttle experienced an unstable amount of revenue and did not achieve the target number of passengers. Based on the results of a comparison of the four branches of Bhinneka Shuttle outlets in Bandung City, it is known that Bhinneka Shuttle Mekar Wangi needs to get improvement priority. This is supported by the low Google review rating and many complaints about the performance of the services provided. Customer dissatisfaction and high competition in t

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Galagala, Mark Ronar G. "University students' satisfaction with library services and resources using the Kano model." International Journal of ADVANCED AND APPLIED SCIENCES 11, no. 5 (2024): 87–95. http://dx.doi.org/10.21833/ijaas.2024.05.009.

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Student satisfaction is essential for developing an engaging and active library environment that promotes usage and shapes a favorable view of the institution. This study uses the Kano Model to investigate university students' satisfaction with library services and resources, focusing on basic, performance, and excitement dimensions. The goal is to enhance understanding of user satisfaction in academic libraries. The study surveyed 300 university students randomly selected from four State Universities and Colleges (SUCs) in the Philippines using a researcher-created survey tool. The results sh

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Abdullahi, Mohammed Sani, Ummi Rahma Shehu, Bashir Mikail Usman, Yusuf Suleiman Muhammad, and Aisha Hamisu Kano. "After Sales Service Quality on Customer Satisfaction and Retention among Game Store Customer's in Kano State, Nigeria." International Journal of Business Strategy and Social Sciences 2, no. 1 (2019): 1–9. http://dx.doi.org/10.18488/journal.171.2019.21.1.9.

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This research examines the effect of after sales service quality (ASSQ) on customer satisfaction (CS) and customer retention (CR) among Game store customer’s in Kano State, Nigeria. The population was 870 Game store after-sales service (ASS) customers who received after-sales service (ASS) multiple times. Simple random technique was used that allow the researchers to assess their study's centered participants, and the main tools used for this study were questionnaires. The questionnaire was intended to a Likert scale of 10 points, with the assistance of 3 ASS technician and 3 foremen at Game S

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Saranya.M, K.N. Priya. "Analyzing the Influence of Patient Safety Culture on Patient Satisfaction Using the Kano Model in a Multispecialty Hospital." Journal of Information Systems Engineering and Management 10, no. 31s (2025): 176–92. https://doi.org/10.52783/jisem.v10i31s.5019.

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Patient safety culture plays a crucial role in shaping patient care, outcomes, and satisfaction. This study examines its influence on patient satisfaction using the Kano model, incorporating the Service Quality (SERVQUAL) dimensions. The Agency for Healthcare Research and Quality questionnaire assessed patient safety culture among nurses, while patient satisfaction was measured through surveys of attendees in the pediatric department. However, regression analysis revealed a minimal impact of patient safety culture on patient satisfaction, with low R-square values (0.000 to 0.027). These findin

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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 zone

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Sanny Andjar Sari and ST. Salammia.LA. "Development of a chopper machine design for raw chips using the Kano Method and quality function deployment." World Journal of Advanced Research and Reviews 25, no. 3 (2025): 994–1000. https://doi.org/10.30574/wjarr.2025.25.3.0812.

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Chips are a food that is very popular with people in Indonesia. Chips also vary greatly in shape, size, smell, color, taste, crunch, thickness and nutritional value. UMKM Marga Utama Dampit Malang Regency is one of the small industries producing cassava chips where the process of making chips still uses simple equipment, especially in the chopping process, this is what causes the size of cassava and banana chips to be not uniform and not crispy. The aim of this research is to design a chip raw material chopping machine using the Kano method and Quality Function Deployment (QFD). Integrating th

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Radojević, Tijana, Nemanja Stanišić, and Nenad Stanić. "How culture shapes the restaurant experience: A study of Hofstede's dimensions and service quality." Menadzment u hotelijerstvu i turizmu, no. 00 (2024): 11. http://dx.doi.org/10.5937/menhottur2400009r.

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Purpose - This study aims to determine the impact of cultural traits on restaurant service quality and infer implications for the hospitality sector. Specifically, it investigates which of Hofstede's cultural dimensions correlate with superior service. Methodology - The research analyzes 35,000 customer reviews from restaurants in 80 capitals worldwide. It employs a multivariate multilevel model to explore the effects of cultural dimensions on service ratings, complemented by qualitative evidence. Findings - The results reveal that positive customer service evaluations are significantly linked

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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 th

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Cieśla, Maria. "Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas." Smart Cities 6, no. 5 (2023): 2661–79. http://dx.doi.org/10.3390/smartcities6050120.

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Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Po

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Hussain, Jamil, Zahra Azhar, Hafiz Farooq Ahmad, Muhammad Afzal, Mukhlis Raza, and Sungyoung Lee. "User Experience Quantification Model from Online User Reviews." Applied Sciences 12, no. 13 (2022): 6700. http://dx.doi.org/10.3390/app12136700.

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Due to the advancement in information technology and the boom of micro-blogging platforms, a growing number of online reviews are posted daily on product distributed platforms in the form of spontaneous and insightful user feedback, and these can be used as a significant data source to understand user experience (UX) and satisfaction. However, despite the vast amount of online reviews, the existing literature focuses on online ratings and ignores the real textual context in reviews. We proposed a three-step UX quantification model from online reviews to understand customer satisfaction using t

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Zhang, Junjie, Junji Liu, Hong Yang, et al. "Satisfaction Evaluation for Underpass Green Spaces in Mountainous Cities under the Perspective of Environmental Perception." Buildings 13, no. 6 (2023): 1489. http://dx.doi.org/10.3390/buildings13061489.

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The overpasses and the terrain under them in Chongqing, a mountainous city in China, are complex and diverse, and some spaces under the overpasses are integrated and reconstructed into the underpass green space for citizens to stroll about or have a rest. From the perspective of visitor perception, this paper constructs a perception evaluation system of the environmental characteristics of underpass green space in mountainous cities from the following five environmental perception dimensions: path organization, security, aesthetic value, physical environment, activities and cultural. The IPA-K

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Hsu, Chang-Hsien, Chiu-Yu Hung, u.-Hsuan Lan, and Zheng-Ji Chen. "The Discussion of Kano Two-Dimensional Quality Mode on the Essential Service Quality Attributes of Taiwan Power Company." International Journal of Machine Learning and Computing 10, no. 3 (2020): 423–30. http://dx.doi.org/10.18178/ijmlc.2020.10.3.952.

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Lin, Shu-Ping, and Ming-Chun Tsai. "The Integration Model of Kano Model and Importance-Performance and Gap Analysis—Application of Mutual Information." Mathematics 13, no. 11 (2025): 1794. https://doi.org/10.3390/math13111794.

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Service quality research has traditionally focused either on identifying Kano two-dimensional quality categories or detecting service quality deficiencies. However, integrating these perspectives remains a challenge due to the Kano model’s nonlinear characteristics and the importance-performance and gap analysis (IPGA) model’s linear approach. This study proposes the Kano-IPGA (KIPGA) model, incorporating mutual information (MI) to bridge the gap between these two models. The KIPGA model first employs moderated regression analysis to classify service attributes into Kano’s quality categories.

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Priyono, Anjar, and Andina Yulita. "Improving service quality of hospital front office using an integrated Kano model and quality function deployment." Intangible Capital 13, no. 5 (2017): 924. http://dx.doi.org/10.3926/ic.1001.

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Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes.Design/methodology/approach: This study used integration of Quality Function Deployment and Kano Model. The research instrument, which takes the SERVQUAL model as its starting point, was developed using a comprehensive set of techniques, including a literature review of relevant topics, interviews and focus group discussions. Using a sample of 140 customers of an international hospital situated in Yo

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Kusuma Dewi, Shanty. "Service Quality Assessment Using Servqual and Kano Models." Jurnal Teknik Industri 20, no. 1 (2019): 94. http://dx.doi.org/10.22219/jtiumm.vol20.no1.94-104.

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The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences in perceptions and expectation of customers for the services they receive. Meanwhile, the Kano method is used to categorize service attributes that satisfy customer needs. Servqual integration and the Kano model were carried out by synchronizing the Servqual gap value and the Kano model grade. Assess

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Rahmawati, Dewi, Hilmi Aulawi, and Rina Kurniawati. "PENGUKURAN KUALITAS LAYANAN BERDASARKAN DIMENSI SERVICE QUALITY (SERVQUAL) DENGAN METODE ZONE OF TOLERANCE (ZOT) DAN KANO PADA PET WORLD." J@ti Undip: Jurnal Teknik Industri 1, no. 1 (2023): 21–32. http://dx.doi.org/10.14710/jati.1.1.21-32.

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Pet World merupakan salah satu jasa pelayanan kebutuhan hewan peliharaan yang berada di Kabupaten Garut, namun pemenuhan tingkat kepuasan pelanggan belum dapat dilakukan secara optimal. Tujuan dari penelitian ini adalah untuk mengetahui tingkat layanan berdasarkan pada dimensi kualitas yang diberikan terhadap kepuasan pelanggan serta menghasilkan usulan perbaikan untuk meningkatkan kualitas layanan pada Pet World. Penelitian ini menggunakan pendekatan Mix Method dimana data kualitatif dilakukan untuk menguji validitas dan reliabilitas. Sedangkan data kuantitatif digunakan untuk pengolahan meto

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Rahmawati, Dewi, Hilmi Aulawi, and Rina Kurniawati. "PENGUKURAN KUALITAS LAYANAN BERDASARKAN DIMENSI SERVICE QUALITY (SERVQUAL) DENGAN METODE ZONE OF TOLERANCE (ZOT) DAN KANO PADA PET WORLD." J@ti Undip: Jurnal Teknik Industri 18, no. 1 (2023): 21–32. http://dx.doi.org/10.14710/jati.18.1.21-32.

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Pet World merupakan salah satu jasa pelayanan kebutuhan hewan peliharaan yang berada di Kabupaten Garut, namun pemenuhan tingkat kepuasan pelanggan belum dapat dilakukan secara optimal. Tujuan dari penelitian ini adalah untuk mengetahui tingkat layanan berdasarkan pada dimensi kualitas yang diberikan terhadap kepuasan pelanggan serta menghasilkan usulan perbaikan untuk meningkatkan kualitas layanan pada Pet World. Penelitian ini menggunakan pendekatan Mix Method dimana data kualitatif dilakukan untuk menguji validitas dan reliabilitas. Sedangkan data kuantitatif digunakan untuk pengolahan meto

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Riski Ramadani, Ahmad, Rizal Rizal, and Bagus P. Yudia Kurniawan. "Analisis Kualitas Layanan dan Kepuasan Pengunjung Wisata Desa Kemiri (Studi Kasus di Desa Kemiri Kecamatan Panti Kabupaten Jember)." Jurnal Ilmiah Inovasi 22, no. 3 (2022): 221–28. http://dx.doi.org/10.25047/jii.v22i3.3416.

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This study aims to analyze service quality on visitor satisfaction and to analyze visitor satisfaction provided by the Kemiri Tourism Village. Service quality is analyzed based on Serqual in which there are tangible dimensions (tangible), Reliability Responsiveness, Assurance, and Empathy. While the categorization of service quality is analyzed using Kano which includes the Must Be category (Enhanced ), One Dimensional (Preserved), Attractive (Noted). Descriptive method with quantitative approach. Data collection methods used in this study were interviews, observation and documentation. The re

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Kermanshachi, Sharareh, Thahomina Jahan Nipa, and Halil Nadiri. "Service quality assessment and enhancement using Kano model." PLOS ONE 17, no. 2 (2022): e0264423. http://dx.doi.org/10.1371/journal.pone.0264423.

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Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of customer satisfaction in different sectors as well as retail sector. However, very few have determined such characteristics using multiple approaches simultaneously in the retail store. This study aims to identify, categorize, and rank the retail store attributes, based on their effects on customer satisfa

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Munawar, Hanny Kanavika Rizky, Annisa Kesy Garside, Adhi Nugraha, and Amelia Khoidir. "Telecommunication service quality analysis using integration of SIPA and modified Kano." Jurnal Sistem dan Manajemen Industri 7, no. 1 (2023): 53–68. http://dx.doi.org/10.30656/jsmi.v7i1.5530.

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This article investigates the integrated approach of the Simultaneous Importance-Performance Analysis (SIPA) model and the modified Kano model to evaluate and prioritize service attributes for telecommunication companies in Indonesia. The study is based on the demographic profiles and usage patterns of 74 respondents. The results demonstrate that the SIPA and Kano models can provide valuable insights for identifying priority areas and effective strategies for improving service quality. Specifically, the SIPA model helps to compare competitor performance and identify important service attribut

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Buffon, Cintia Zuccon, Elizabeth A. Cudney, and Ahmad Elshennawy. "The application of the KANO model in education: A systematic literature review." Journal of Management and Engineering Integration 17, no. 1 (2024): 34–46. http://dx.doi.org/10.62704/10057/28083.

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As markets become more competitive, customer satisfaction becomes one of the most critical factors of success for any organization, especially in the service industry, where the opportunity for customer delight can be limited. Customer requirements and their perceptions of quality can differ significantly from organizations' views. Therefore, employing tools to bridge this gap and gaining insights into the voice of customers is imperative for organizations. The Kano model provides a framework for understanding the impact of quality attributes on customer satisfaction. The Kano model has been u

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Riri, Thedriana, Renny Puspita Sari, and Ibnur Rusi. "PENGUKURAN KUALITAS LAYANAN PADA APLIKASI MOBILE JKN MENGGUNAKAN METODE E-SERVICE QUALITY DAN MODEL KANO (Studi Kasus : Kantor BPJS Kesehataan Kota Pontianak)." Coding Jurnal Komputer dan Aplikasi 10, no. 03 (2023): 344. http://dx.doi.org/10.26418/coding.v10i03.47885.

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Teknologi Informasi (TI) pada era global saat ini semakin berkembang pesat, dengan kebutuhan manusia yang semakin kompleks, organisasi pemerintah maupun non- pemerintah berlomba-lomba menciptakan suatu layanan yang bisa memberikan kepuasan bagi penggunanya, salah satunya adalah BPJS Kesehatan. Penelitian ini bertujuan untuk mengukur kualitas layanan aplikasi mobile JKN dan atribut yang sangat berpengaruh pada aplikasi mobile JKN menggunakan metode E-Service Quality dan Model Kano. Metode E-Service Quality adalah salah satu metode yang digunakan untuk mengukur kualitas layanan, yang menghitung

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Materla, Tejaswi, Elizabeth A. Cudney, and Deborah Hopen. "Evaluating factors affecting patient satisfaction using the Kano model." International Journal of Health Care Quality Assurance 32, no. 1 (2019): 137–51. http://dx.doi.org/10.1108/ijhcqa-02-2018-0056.

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Purpose Healthcare providers are increasing their focus on patient satisfaction and patient-oriented services as they play a significant role in managing rising costs, elevating service quality and establishing sustainable quality improvement strategies. In recent years, the Kano model has gained popularity in the healthcare industry and has been employed to improve patient satisfaction. The purpose of this paper is to illustrate how the Kano model can be deployed to identify a wide range of complex patient needs and convey its potential usefulness in the continuous improvement of the healthca

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Chiang, Ting-Yi, and Yeng-Horng Perng. "A NEW MODEL TO IMPROVE SERVICE QUALITY IN THE PROPERTY MANAGEMENT INDUSTRY." International Journal of Strategic Property Management 22, no. 5 (2018): 436–46. http://dx.doi.org/10.3846/ijspm.2018.5226.

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The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staf

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Nordin, Norshahrizan, Razli Che Razak, Sharmini Abdullah, Ummi Naiemah Saraih, Marniati, and Wan Norsyafawati W. Muhamad Radzi. "The Optimization Concept of Service Fulfillment Measurement: A Research on Surgery Care." MATEC Web of Conferences 150 (2018): 05024. http://dx.doi.org/10.1051/matecconf/201815005024.

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This paper presents an optimization concept of service fulfillment measurement. Service delivery is assumed free from constraint, while service fulfillment is expected to achieve by maximizing the customer preferences. As the constraints are considered, the customer preferences are developed in a form of new model to set the optimum level of variables. The concepts will be further improved for medium and large scale optimization, which capable to evaluate the customer requirement in Kano-QFD integration. The results were also validated based on Kano Model and Quality Function Deployment (QFD)

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Fauzy, Devan Nur. "USULAN PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN QUALITY FUNCTION DEPLOYMENT BERBASIS SERVICE QUALITY DAN KANO MODEL PADA BARBERSHOP HAX." JUSTI (Jurnal Sistem dan Teknik Industri) 4, no. 4 (2024): 425. http://dx.doi.org/10.30587/justicb.v4i4.7981.

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Service quality is the effort to meet customer needs and expectations and evaluate them based on their perceptions, while customer satisfaction arises from comparing perceived performance with expectations for a product or service. This study aims to identify and analyze the service quality of Barbershop HAX using Quality Function Deployment (QFD) and integrating the Service Quality (Servqual) method with the Kano Model. The Servqual method measures the gap between customer expectations and perceptions of service, while the Kano Model categorizes service attributes based on their impact on cus

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Ohida, M. E., A. O. Ajiboye, J. A. Isah, I. D. Abubakar, H. A. Garba, and Y. N. Baba. "Assessment of Airport Service Quality at Mallam Aminu Kano International Airport (Makia) Kano." Environmental Technology and Science Journal 14, no. 1 (2023): 27–36. http://dx.doi.org/10.4314/etsj.v14i1.3.

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Airports are a hub for aviation activities which support Airlines operations. Airport service quality measurement is required to promote satisfaction level among Air travellers by continuously improving the defected services. The study purpose is to assess Airports service quality at Mallam Aminu Kano International Airport (MAKIA) in Kano. Using purposive sampling, MAKIA was picked out of 31 Airports in Nigeria. Cochran formulae was used to determine a total of 384 questionnaires which were administered to air travellers boarding and onboarding passengers at the terminal building. The Airport

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