Subscribe Now Subscribe Today
Research Article
 

A Model to Improve Service Quality



Chun-Wu Yeh, Avus Hou, Chin-Chun Huang, Li-Ching Huang and Kuo-Lung Wu
 
Facebook Twitter Digg Reddit Linkedin StumbleUpon E-mail
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.

Services
Related Articles in ASCI
Similar Articles in this Journal
Search in Google Scholar
View Citation
Report Citation

 
  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
 

REFERENCES
Berger, C., R. Blauth, D. Boger, C. Bolster and G. Burchill et al., 1993. Kano's methods for understanding customer-defined quality. Center Qual. Manage. J., 2: 3-35.
PubMed  |  

Chang, K.C. and M.C. Chen, 2011. Applying Kano model and QFD on exploring customers` brand contacts in hotel business: A study of hot spring hotel. Total Quality Manage. Bus. Excellence, 22: 1-27.
CrossRef  |  Direct Link  |  

Eskildsen, J.K. and K. Kristensen, 2006. Enhancing importance-performance analysis. Int. J. Prod. Perf. Manage., 55: 40-60.
CrossRef  |  Direct Link  |  

Kano, N., N. Seraku, F. Takahashi and S. Tsuji, 1984. Attractive quality and must-be quality. J. Jap. Soc. Qual. Control, 14: 39-48.
Direct Link  |  

Lee, Y.C., L.C. Sheu and Y.G. Tsou, 2008. Quality function deployment implementation based on Fuzzy Kano model: An application in PLM system. Comput. Ind. Eng., 55: 48-63.
CrossRef  |  

Martilla, J.A. and J.C. James, 1977. Importance performance analysis. J. Marketing, 41: 77-79.
Direct Link  |  

Matzler, K., F. Bailom, H.H. Hinterhuber, B. Renzl and J. Pichler, 2004. The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Ind. Market. Manage., 33: 271-277.
CrossRef  |  Direct Link  |  

Meng, Q., N. Zhou, J. Tian, Y. Chen and F. Zhou, 2011. Analysis of logistics service attributes based on quantitative kano model: A case study of express delivering industries in China. J. Ser. Sci. Manage., 4: 42-51.
Direct Link  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1985. A conceptual model of service quality and its implications for future research. J. Market., 49: 41-50.
CrossRef  |  Direct Link  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64: 12-40.
Direct Link  |  

Sampson, S.E. and M.J. Showalter, 1999. The performance-importance response function: Observations and implications. Service Ind. J., 19: 1-25.
CrossRef  |  PubMed  |  

Shahin, A., 2004. Integration of FMEA and the kano model: An exploratory examination. Int. J. Qual. Reliab. Manage., 21: 731-746.
CrossRef  |  

Tonge, J. and S.A. Moore, 2007. Importance-satisfaction analysis for marine-park hinterlands: A Western Australian case study. Tourism Manage., 28: 768-776.
CrossRef  |  

Tontini, G., 2007. Integrating the Kano model and QFD for designing new products. Total Qual. Manage. Bus. Excellence, 18: 599-612.
CrossRef  |  Direct Link  |  

Wu, K.L. and N.J. Zheng, 2012. A new service quality improvement strategy: Integration of the IS model and Kano model. Int. J. Innovation Manage. Technol., 3: 332-336.

Xu, Q., J.J. Roger, X. Yanga and M. Helandera, 2009. An analytical kano model for customer need analysis. Design Stud., 30: 87-110.
CrossRef  |  

Yang, C.C., 2003. Improvement actions based on the customers satisfaction survey. Total Qual. Manage. Bus. Excell., 14: 919-930.
CrossRef  |  

©  2020 Science Alert. All Rights Reserved