Chun-Wu Yeh
Department of Information Management, Kun Shan University, 949, Dawan Rd., Yongkang Dist., Tainan, Taiwan 71003, Republic of China
Avus Hou
Department of Marketing and Distribution Management, Oriental Institute of Technology, Taipei, Taiwan 22061, Republic of China
Chin-Chun Huang
Department of Information Management, Ming Chuan University, Taipei, Taiwan 11103, Republic of China
Li-Ching Huang
Department of Statistics, National Cheng Kung University, 1, Ta-Hsueh Rd., 70101 Tainan, Taiwan, 70101, Republic of China
Kuo-Lung Wu
Department of Information Management, Kun Shan University, 949, Dawan Rd., Yongkang Dist., Tainan, Taiwan 71003, Republic of China
ABSTRACT
Improving service quality is a very important task in management. Importance Satisfaction models (I-S model) can identify the service items for improvement but not determine whether the items can really enhance the customer satisfaction. Additionally, Kano model can find the service items enhancing the customer satisfaction but not measure the actual feelings of customers. The present study integrates both abovementioned models to identify the service items which can actually enhance the customer satisfaction. Moreover, a comparison of socio-demographic characteristics can help managers to find groups to enhance the satisfaction. The results give managers a more accurate and faster way to achieve the goal of enhancing customer satisfaction.
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How to cite this article
Chun-Wu Yeh, Avus Hou, Chin-Chun Huang, Li-Ching Huang and Kuo-Lung Wu, 2013. A Model to Improve Service Quality. Journal of Applied Sciences, 13: 1522-1529.
DOI: 10.3923/jas.2013.1522.1529
URL: https://scialert.net/abstract/?doi=jas.2013.1522.1529
DOI: 10.3923/jas.2013.1522.1529
URL: https://scialert.net/abstract/?doi=jas.2013.1522.1529
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