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Customer satisfaction is crucial for future business success. Various techniques have been used by researchers and practicioners to prioritise the effort in meeting customers’ needs. Importance Performance Analysis (IPA) is seen as a simple and an effective technique. However, there is growing ev...
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| Main Authors: | , , |
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| Format: | Article |
| Published: |
Penerbit ukm
2007
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| Online Access: | http://journalarticle.ukm.my/1844/ http://www.ukm.my/~ppsmfst/jqma/index.html |
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| Summary: | Customer satisfaction is crucial for future business success. Various techniques have been
used by researchers and practicioners to prioritise the effort in meeting customers’ needs.
Importance Performance Analysis (IPA) is seen as a simple and an effective technique.
However, there is growing evidence that quality factors can be classified into three different
categories based on their effects on customer satisfaction, as suggested by Kano’s Model.
Some of the relationships have been proven as nonlinear. The applicability of IPA, which
assumes linear relationship between performance of quality factors and satisfaction, is called
into question. In this paper, the nature of relationship between performance of quality factors
and satisfaction is examined. Managerial implications derived from IPA and Kano’s model are
compared |
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