A Model to Improve Service Quality
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.
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.
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