Journal articles: '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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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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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 Yogyakarta, Indonesia, 14 service attributes required by customers were identified. The attributes, which were further categorised into 5 attractive, 4 one-dimensional and 5 ‘must-be’ attributes, were analysed using the Kano Model.Findings: Using the integrated QFD and Kano Model, the service attributes needed for improvement were identified. The results are different from those when the company used either SERVQUAL or QFD alone. This study also reveals that benchmarking with competitor might produce misleading results. The results are different when the analysis combined a comprehensive method of QFD and Kano Model.Practical implications: Service providers will benefit from the findings of this study, as both the service attributes and technical requirements that require improvement as a priority are identified.Originality/value: It is the first time that front office quality of hospital is examined using integrated method of SERVQUAL, QFD and Kano Model. The recommendations proposed from this comprehensive method offer novel solution that has never been found in existing study.

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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. Assessment of service attributes obtained from both methods produces service attributes that will be the focus of management's improvement to improve service quality. The results showed that the attribute criteria that must be prioritized were attributes that included attractive and one-dimensional categories which had the highest negative gap value. Improvements in attributes in attractive and one-dimensional categories will improve service quality and increase customer satisfaction.

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Santos, Jessica. "E‐service quality: a model of virtual service quality dimensions." Managing Service Quality: An International Journal 13, no. 3 (2003): 233–46. http://dx.doi.org/10.1108/09604520310476490.

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Kang, Gi‐Du, and Jeffrey James. "Service quality dimensions: an examination of Grönroos’s service quality model." Managing Service Quality: An International Journal 14, no. 4 (2004): 266–77. http://dx.doi.org/10.1108/09604520410546806.

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Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the SERVQUAL instrument. Following the argument that SERVQUAL only reflects the service delivery process, the study empirically examines the European perspective (i.e. Grönroos' model) suggesting that service quality consists of three dimensions, technical, functional and image, and that image functions as a filter in service quality perception. The results from a cell phone service sample revealed that Grönroos' model is a more appropriate representation of service quality than the American perspective with its limited concentration on the dimension of functional quality.

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Hsu, Jui-Ling. "Service Quality of Tradeshow - Kano Model and Importance Performance Analysis." International Journal of Humanities and Social Science 7, no. 6 (2020): 26–32. http://dx.doi.org/10.14445/23942703/ijhss-v7i6p104.

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Hsu, Jui-Ling. "Service Quality of Tradeshow - Kano Model and Importance Performance Analysis." International Journal of Humanities and Social Science 7, no. 6 (2020): 26–32. http://dx.doi.org/10.14445/23942703/ijhss-v7i6p104.

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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 staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services.

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Sahai, Vickram, and Arvind Kumar Jain. "‘Respons’ible service quality." Strategic HR Review 13, no. 4/5 (2014): 165–69. http://dx.doi.org/10.1108/shr-04-2014-0028.

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Purpose – The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly. Design/methodology/approach – The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model. Findings – Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality. Research limitations/implications – The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development. Practical implications – This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions. Originality/value – Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).

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Sumaedi, Sik, Medi Yarmen, and I. Gede Mahatma Yuda Bakti. "Healthcare service quality model." International Journal of Productivity and Performance Management 65, no. 8 (2016): 1007–24. http://dx.doi.org/10.1108/ijppm-08-2014-0126.

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Purpose The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia. Design/methodology/approach The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia. Findings The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition. Research limitations/implications This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model. Practical implications Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality. Originality/value There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.

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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 healthcare sector. Design/methodology/approach This paper provides a case study of implementing the Kano model to identify diverse patient needs and aims to eliminate the gaps identified in prior research, which include generically applying the Kano model to all service units of the healthcare system and using a predetermined service quality scale. This study emphasizes the importance of scale development and individual attention to each healthcare service unit in determining intricate patient needs. A cross-sectional study was conducted at the Student Health Services (SHS) of Missouri University of Science and Technology where the data were collected using the Kano survey. The respondents included undergraduate and graduate students that have utilized the healthcare services offered. A total of 138 patients were surveyed using a Kano model-based questionnaire that included demographics and treatment as well as service expectations. Findings Of the 21 quality attributes evaluated by the patients, 16 were categorized as one-dimensional, 3 as indifferent, and 2 as attractive attributes using the Kano model. None of the quality attributes showed a dominant must-be feature. The students considered the availability of appropriately qualified medical staff within 10 minutes of the check-in process and provision of after-hours care as attractive attributes that create greater satisfaction. Research limitations/implications The research was conducted at a university SHS center. Therefore, respondents in the survey are in a younger age group, which may affect patient expectations. In addition, expectations of an SHS center may be different than expectations of visiting a primary care physician and other healthcare units. Originality/value This study contributes to a better understanding of the identification of healthcare needs using the Kano model and advocates focusing on shifts in the categories over time and changes in the demographic environment.

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Budi Harsanto, Shafira Chaerunnisa Prasetyo,. "Integration of Quality Function Deployment and Kano Model in Service Business." Jurnal Manajemen 23, no. 3 (2019): 411. http://dx.doi.org/10.24912/jm.v23i3.572.

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The purpose of this study is to determine the priority of customer requirements and technical responses for restaurants using the Quality Function Deployment (QFD) with the integration of the Kano Model. The data is collected through direct observations, interviews, and surveying of 150 respondents who are customers of restaurant B in Bandung. The data is analyzed by combining Kano Model with QFD in helping to build the first matrix in the House of Quality, namely the customer input matrix. This matrix together with other matrices forms a complete building of House of Quality. The findings show that there are six service attributes in a 'must-be' category. The two technical responses that should be prioritized for improvement because their importance level is above average are improvement of the facilities and maintenance of the facilities for the consumers. The two most highlighted facilities include a place of worship that is comfortable and clean, and a larger parking area.

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Surya, Indah, A. A. P. Agung Suryawan Wiranatha, and I. Wayan Gede Sedana Yoga. "Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 8, no. 4 (2020): 551. http://dx.doi.org/10.24843/jrma.2020.v08.i04.p08.

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Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44. Keywords : Quality of service, customer satisfaction, service quality, kano method.

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Varanauskaitė, Karolina, and Roma Adomaitienė. "Application of Kano Model for the Assessment of Kindergarten Service Quality." Management of Organizations: Systematic Research 73 (2015): 143–60. http://dx.doi.org/10.7220/mosr.2335.8750.2015.73.8.

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Adeniran, James A., and Binuyo A. Adekunle. "Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports." International Journal of Marketing Studies 8, no. 6 (2016): 128. http://dx.doi.org/10.5539/ijms.v8n6p128.

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<p>This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.</p>

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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) is integrated for patient attribute and service attribute prioritization. The new non-linear Kano-QFD service satisfaction model has been developed, tested and validated with Kano model to facilitate the analysis and decision making for better service delivery improvement.

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Prawira, Dede Jatmika, Muhamad Iqbal, and Amelia Kurniawati. "Usulan Perbaikan Kualitas Layanan Maskapai Penerbangan X Menggunakan Integrasi QFD dan Model Kano." Jurnal Teknik Industri 13, no. 2 (2012): 142. http://dx.doi.org/10.22219/jtiumm.vol13.no2.142-150.

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Dede Jatmika Prawira , Muhamad Iqbal , DAN Amelia KurniawatiProgram Studi Teknik Industri, Fakultas Rekayasa Industri, Institut Teknologi Telkom, BandungLaman: d_for_devilholic@yahoo.comAbstrakMaskapai X mengalami isu peningkatan kualitas terkait dengan komplain yang ditujukan pada layanannya. Komplainmengalami peningkatan pada masa liburan dan hari raya terutama pada bulan Januari, Agustus, September, dan Oktober.Perbaikan diperlukan untuk menghasilkan layanan yang lebih baik. Layanan yang baik adalah salah satu aspek pentingbagi kepuasan pelanggan. Kepuasan pelanggan dari maskapai penerbangan X diukur berdasarkan beberapa atribut. Atributkualitas layanan juga dikelompokkan ke dalam kategori must be, one-dimensional, attractive, indifferent, questionable, danreverse. Program peningkatan kualitas dirancang menggunakan metode Quality Function Deployment (QFD) dan modelKano. Hasil penelitian menunjukkan bahwa kepuasan pelanggan pada seluruh atribut belum dapat terpenuhi. Atributpenting yang teridentifikasi berdasarkan pengukuran kepuasan dan kategori Kano adalah ketepatan waktu keberangkatansesuai jadwal (kategori one-dimensional), fasilitas hiburan di pesawat yang menarik (kategori attractive), fasilitas bagasiyang efisien (kategori one-dimensional), makanan di pesawat enak dan berkualitas baik (kategori one-dimensional), danstaf terampil dalam melayani pelanggan (kategori one-dimensional). Rekomendasi penelitian ini adalah pengecekan rutinuntuk mencegah keterlambatan, pemberian kompensasi pada saat terjadi keterlambatan, penerapan program airlinesstaff service excellence, penerapan program cooking class, dan pemberian fasilitas hiburan yang berteknologi dan up todate pada pesawat.Kata kunci: kano, kualitas layanan, layanan penerbangan, QFDAbstractX Airlines is experiencing quality improvement issue related to complaints addressed to their service. Complaints areincreasing in holiday and feast day, especially on January, August, September, and October. Improvement is needed toproduce better service and better sevice is one of the key aspect of customer satisfaction. Customer satisfaction of X Airlineswas measured based on several attributes. The service quality attributes were also grouped into must be, one dimensional,attractive, indifferent, questionable, and reverse category. The quality improvement was designed by using Quality FunctionDeployment (QFD) method and Kano Model. The result showed that customer’s satisfaction in all service quality attributeswere still not being met the requrement. The key attribute indentified on satisfaction measurement and the Kano Categorywere the on time of departure corresponding to the schedule (one dimensional category), the efficient language storagefacilities (one dimensional category), the tasty and good quality of the food (one dimensional category), and skilled staffsin serving the customer avoid tardiness, giving compensation when tardiness happened, conducting airlines staff serviceexcellence program, conducting cooking class program, and providing high technology and up to date entertainmentfacilities on the plane.Key words: kano, service quality, airline service, QFD

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Purnamasari, Wulan, and Rizki Bachtiar Yuliansyah. "PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN KANO." Jurnal Ilmu Sosial dan Humaniora 9, no. 1 (2020): 68. http://dx.doi.org/10.23887/jish-undiksha.v9i1.24250.

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Customer satisfaction is one of the determinants of the survival of a company. Service quality is an important factor for companies, especially for companies engaged in services. Service quality has a close relationship with customer satisfaction. Satisfaction will be felt maximally by the customer, if the customer gets more than his expectations. Satisfied customers, they will give a positive response. This study aims to broadly improve the quality of Indonesian DigIs services, in the hope that consumers' desires and needs can be achieved and in line with their expectations of management perceptions. The use of Servqual and Kano methods is expected to later identify the GAP between customer needs and needs that must be improved and the technical response that must be carried out by management, so that customer satisfaction is expected to increase the quality of Indonesian DigIs services so that the company can grow rapidly.This research began with interviews and distributing questionnaires to 50 consumer respondents when getting responses about Indonesian DigIs services used to test validity and reliability. Service attributes consist of 30 items using the Servqual method consisting of 5 dimensions, namely tangibles, reliability, empathy, assurance, and responsiveness. After distributing questionnaires, the next step is to do data processing with GAP calculations to determine customer satisfaction with the quality attributes of Indonesian DigIs services. Then processed using Kano method.Priority attributes to be repaired and improved by Indonesian DigIs companies to be in accordance with the wishes and needs of customers based on VoC (Voice of Customer) through Servqual and Kano methods is the first priority in the tangible dimension is the neat appearance of employees who need to be improved again, if necessary uniformed ( wearing dresscode). The first priority in the reability dimension is the security of the system that is operated to be further enhanced by maintaining the confidentiality of the consumer database and security in operation. The first priority in the dimensions of responsiveness, is the speed of officers in providing services should management provide training in both soft skills and hard skills that can support the speed of employees in providing services. The main priority in the assurance dimension, namely the officer has the knowledge and ability to provide information, in this case the management should provide additional training that can support the knowledge of the service officers. While the main priority on empathy dimensions, is about providing information and instructions on how to operate the system clearly, the management should conduct an SOP evaluation, so that the operation of the system can run better. The proposal to improve Indonesian DigIs services according to customer desires and needs based on VoC (Voice of Customer) using Servqual and Canoeing methods is the improvement or evaluation of SOPs, reviewing facilities and infrastructure (focused on room facilities) and providing additional training to support HR performance.

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Salehzadeh, Reza, Arash Shahin, Ali Kazemi, and Ali Shaemi Barzoki. "Is organizational citizenship behavior an attractive behavior for managers? A Kano model approach." Journal of Management Development 34, no. 5 (2015): 601–20. http://dx.doi.org/10.1108/jmd-09-2013-0114.

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Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined. Findings – Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category. Research limitations/implications – By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction. Originality/value – The results of this study have an important contribution in the literature of the Kano model and OCB.

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Pai, Fan-Yun, Tsu-Ming Yeh, and Cheng-Yeh Tang. "Classifying restaurant service quality attributes by using Kano model and IPA approach." Total Quality Management & Business Excellence 29, no. 3-4 (2016): 301–28. http://dx.doi.org/10.1080/14783363.2016.1184082.

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Tang, Ling-Lang, and Po-Jen Cheng. "THE QUALITY SURVEY ON MEDICAL SERVICE BY USING KANO TWO-DIMENTIONAL MODEL." Journal of the Chinese Institute of Industrial Engineers 18, no. 2 (2001): 71–81. http://dx.doi.org/10.1080/10170660109509173.

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Shahin, Arash, and Nasibeh Janatyan. "Developing the Kano model by service quality robust design: an integrative approach." International Journal of Productivity and Quality Management 16, no. 4 (2015): 373. http://dx.doi.org/10.1504/ijpqm.2015.072415.

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이하나, 김한성, and 나우현. "The Classification of the Service Quality Elements in the parcel service Using the Kano Model." Journal of Korea Service Management Society 12, no. 5 (2011): 315–33. http://dx.doi.org/10.15706/jksms.2011.12.5.012.

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Supenget, Guruh, and Nur Aisyah Kustiani. "STUDI ATAS PELAYANAN CLIENT COORDINATOR PADA KANTOR PELAYANAN UTAMA BEA DAN CUKAI TIPE A TANJUNG PRIOK DENGAN MENGGUNAKAN SERVQUAL, MODEL KANO DAN QUALITY FUNCTION DEPLOYMENT." INFO ARTHA 5 (May 24, 2017): 35–54. http://dx.doi.org/10.31092/jia.v5i1.60.

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This study aims to determine the quality, the importance of service attributes and the appropriate effort to improve the quality of public services provided by the Client Coordinator at the Direktorat Jenderal Bea dan Cukai. This study uses SERVQUAL questionnaire, Kano Model and Quality Function Deployment. SERVQUAL questionnaire is used to assess customer satisfaction (quality of service) by comparing customer expectations and the actual quality of service received by the customer. KANO model is used to determine which service attributes are important based on the perception of the customer. Moreover, the important service attributes identified by customer is analyzed in the house of quality (Quality Function Deployment method) to determine appropriate effort by government. A blend of these methods can be replicated in other efforts to improve public services so that the improvement will match with the needs of customers (community).

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Sohn, Jea-Il, Su-Han Woo, and Taek-Won Kim. "Assessment of logistics service quality using the Kano model in a logistics-triadic relationship." International Journal of Logistics Management 28, no. 2 (2017): 680–98. http://dx.doi.org/10.1108/ijlm-09-2015-0172.

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Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers. Findings Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.” Research limitations/implications Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad. Practical implications This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance. Originality/value This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

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Andriani, Meri, Heri Irawan, and Nanda Rizqa Asyura. "Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry." International Journal of Engineering, Science and Information Technology 1, no. 4 (2021): 13–18. http://dx.doi.org/10.52088/ijesty.v1i4.145.

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The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

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Zong, Li Chen, Sui Huai Yu, and Bo Li. "The Model Building Research of Product Innovation Design Quality Based on QFD and KANO." Applied Mechanics and Materials 271-272 (December 2012): 1467–72. http://dx.doi.org/10.4028/www.scientific.net/amm.271-272.1467.

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The original of product design innovation move from driving by technology innovation to customer needs, technical innovation and service pattern’s CTS driving(Customer Needs、Technological Innovation and Service).The previous theory of product design did not suit to new environmental factor and also did not reflect and synthesize other factor for product design.QFD is a system method which transform customer needs to definite measure for design product or design service. The theory of KANO provide five types of customer needs, with analyzing the needs of customer in order to provide design direction for product design. Paper research with the main line of QFD, through HOQ technique of QFD, delivering customer needs to designer, utilizing KANO model to identify various kinds of needs, through the transform of importance degree, sequencing importance degree of AHP for customer needs, combining above all so that clarify direct of design in order to ensure the quality of design.

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Chen, Mu-Chen, Chia-Lin Hsu, and Li-Hung Lee. "Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model." International Journal of Environmental Research and Public Health 16, no. 21 (2019): 4091. http://dx.doi.org/10.3390/ijerph16214091.

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The implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain’s profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel. As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano’s two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano’s model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market. In general, service providers should assign higher priority to items that customers consider in need of improvement.

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Gani, Mikael Gabra, Dewanti Dewanti, Muhammad Zudhy Irawan, and Faza Fawzan Bastarianto. "Determining Priority Service of Yogyakarta Adisutjipto Airport Using Servqual Method and Kano Model." Journal of the Civil Engineering Forum 5, no. 3 (2019): 211. http://dx.doi.org/10.22146/jcef.45364.

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Nowadays, airports are expected to be operated as a self-service organisation that provides efficient and high-quality services. Since the satisfaction of passengers is essential for airport’s operators, the efforts to provide better services for passengers become a concern for airport’s operators by increasing the quality of service to passengers. It is crucial to identify which kind of services that would be the top priority service for the passengers. Thus, this study aims to improve the quality of service to passengers that are conducted by combining the Servqual method and Kano model. Servqual method is used to capture consumer perceptions and expectations of service along with the multi-dimensional research instrument, while the Kano model is a theory to observe costumer’s satisfaction preferences. The combination of the methods aims to determine the type of service that becomes the top priority for immediate improvement so that it can improve the service quality effectively. The selection of the priority services is based on the magnitude of the gap between expectations and perceptions of passengers on a particular service, and the assessment of passengers on the type of service that significantly influences passengers’ satisfaction with the service performance at the airport. The results of this research showed that there were three types of services as the top priority for improving their performance, namely the type of services related to the personal attention to passengers, the attractive waiting room conditions, and the understanding of each passenger’s needs individually. The airport management is expected to immediately improve the performance of the services so that the quality of service can immediately increase.

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Choi, Hyeon Deok, and Moon Charn Riew. "An Analysis of Ordinary Mail Service Quality Attributes using Kano Model and Decision Tree Model." Journal of the Korean Society for Quality Management 44, no. 4 (2016): 883–95. http://dx.doi.org/10.7469/jksqm.2016.44.4.883.

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Tang, Ling-Lang, Shun-Hsing Chen, and Chia-Chen Lin. "Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers." Processes 9, no. 1 (2020): 51. http://dx.doi.org/10.3390/pr9010051.

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This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.

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Fauziyah, Rahma, Yati Rohayati, and Boby Hera Sagita. "Integrating e-servqual and kano model to improve adorable projects website service quality." Jurnal Sistem dan Manajemen Industri 3, no. 2 (2019): 98. http://dx.doi.org/10.30656/jsmi.v3i2.1505.

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Tabaeeian, Reihaneh Alsadat, and Milad Fahimi. "Analyzing Key Indicators of Website Service Quality Using Kano and DANP Hybrid Model." International Journal of Process Management and Benchmarking 1, no. 1 (2020): 1. http://dx.doi.org/10.1504/ijpmb.2020.10028883.

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Kuo, Ying-Feng, Jing-Yu Chen, and Wei-Jaw Deng. "IPA–Kano model: A new tool for categorising and diagnosing service quality attributes." Total Quality Management & Business Excellence 23, no. 7-8 (2012): 731–48. http://dx.doi.org/10.1080/14783363.2011.637811.

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Song, Young-Sim, Su-Hwan Jung, and Hyun-Sung Park. "A Study on Parcel Service Quality Attributes and Strategies using Kano-AHP Model." Korean Logistics Research Association 30, no. 6 (2020): 37–48. http://dx.doi.org/10.17825/klr.2020.30.6.37.

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김희경 and 이창원. "A Study on Service Quality Information in Service Industries - Focused on Kano Model and PCSI Index -." Management & Information Systems Review 35, no. 3 (2016): 249–72. http://dx.doi.org/10.29214/damis.2016.35.3.014.

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Bauk, Sanja, Snežana Šćepanović, and Michael Kopp. "Estimating Students’ Satisfaction with Web Based Learning System in Blended Learning Environment." Education Research International 2014 (2014): 1–11. http://dx.doi.org/10.1155/2014/731720.

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Blended learning became the most popular educational model that universities apply for teaching and learning. This model combines online and face-to-face learning environments, in order to enhance learning with implementation of new web technologies and tools in learning process. In this paper principles of DeLone and Mclean success model for information system are applied to Kano two-dimensional model, for categorizing quality attributes related to satisfaction of students with web based learning system used in blended learning model. Survey results are obtained among the students at “Mediterranean” University in Montenegro. The (dys)functional dimensions of Kano model, including Kano basic matrix for assessment of the degree of students’ satisfaction level, have been considered in some more detail through corresponding numerical, graphical, and statistical analysis.

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Kenyon, George, and Kabir Sen. "A model for assessing consumer perceptions of quality." International Journal of Quality and Service Sciences 4, no. 2 (2012): 175–88. http://dx.doi.org/10.1108/17566691211232909.

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PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.FindingsConsumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.Originality/valueThis research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.

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Ramadhano, Risky, and Anjar Priyono. "MANAJEMEN KUALITAS JASA PERAWATAN MOTOR DENGAN METODE SERVQUAL, QUALITY FUNCTION DEPLOYMENT DAN MODEL KANO." Jurnal Riset Manajemen dan Bisnis 11, no. 1 (2017): 61. http://dx.doi.org/10.21460/jrmb.2016.111.259.

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The objective of this paper is to investigate the attributes of services at a scooter maintenance centreand how to improve the attributes. As many as 40 customers participated in this study to identify theattributes. The instrument was developed through a combination of literature review, interview focusgroup discussion. Unlike many other studies that assume a linear relationship between servicesattributes and customer satisfaction, this study considers the relationship as non-linear. For thisreason, this study does not only use Service Quality (SERVQUAL) Model but also Kano’s Modelwhich was combined with Quality Function Deployment. The analysis demonstrated that there were13 attributes required by customers of which 4, 5 and 4 were categorised as attractive, onedimensional and must-berespectively according to Kano’s Model. Managerial implication and futureresearch recommendation are also presented at the end of the paper.Keywords: Service quality, Kano’s Model, Quality Function Deployment, Service Performance, Voiceof Customer, House of Quality

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Tsai, Yao Te, Don Gotcher, Seung Hwan Kim, Ruei Bin Pan, Shao Jen Weng, and Tai Hsi Wu. "Exploring service quality combining Kano model and importance-performance analysis customer satisfaction of luxury housing service management." International Journal of Services, Economics and Management 11, no. 2 (2020): 1. http://dx.doi.org/10.1504/ijsem.2020.10028626.

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

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