Classifying Quality Attributes Using Service Gaps and Kano's Method
This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Published: |
2012
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf http://library.oum.edu.my/repository/700/ |
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| Summary: | This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80
articles were systematically reviewed. Only two articles with classification of quality's attributes by Kano's
method were identified. Four service quality factors were apparent from this study, and eight of the quality
attributes were found to be the same by both methods. Service gaps could indeed be used to classify quality
attributes, besides for evaluation of service quality and customer satisfaction. (Abstract by authors) |
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