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Research Article

A Model to Improve Service Quality

Chun-Wu Yeh, Avus Hou, Chin-Chun Huang, Li-Ching Huang and Kuo-Lung Wu
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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


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