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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: Sia , Mal Kong, Kanesan , Muthusamy
Format: Conference or Workshop Item
Published: 2012
Subjects:
TA Engineering (General). Civil engineering (General)
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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id my.oum.700
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spelling my.oum.7002013-05-15T02:14:10Z Classifying Quality Attributes Using Service Gaps and Kano's Method Sia , Mal Kong Kanesan , Muthusamy TA Engineering (General). Civil engineering (General) 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) 2012 Conference or Workshop Item PeerReviewed text http://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf Sia , Mal Kong and Kanesan , Muthusamy (2012) Classifying Quality Attributes Using Service Gaps and Kano's Method. In: 2012 2nd International Conference on Management and Service Science (ICMSS 2012), 5-6 May 2012, Kuala Lumpur, Malaysia. http://library.oum.edu.my/repository/700/
institution Open University Malaysia
building OUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Open University Malaysia
content_source OUM Knowledge Repository
url_provider http://library.oum.edu.my/repository/
topic TA Engineering (General). Civil engineering (General)
spellingShingle TA Engineering (General). Civil engineering (General)
Sia , Mal Kong
Kanesan , Muthusamy
Classifying Quality Attributes Using Service Gaps and Kano's Method
description 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)
format Conference or Workshop Item
author Sia , Mal Kong
Kanesan , Muthusamy
author_facet Sia , Mal Kong
Kanesan , Muthusamy
author_sort Sia , Mal Kong
title Classifying Quality Attributes Using Service Gaps and Kano's Method
title_short Classifying Quality Attributes Using Service Gaps and Kano's Method
title_full Classifying Quality Attributes Using Service Gaps and Kano's Method
title_fullStr Classifying Quality Attributes Using Service Gaps and Kano's Method
title_full_unstemmed Classifying Quality Attributes Using Service Gaps and Kano's Method
title_sort classifying quality attributes using service gaps and kano's method
publishDate 2012
url http://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf
http://library.oum.edu.my/repository/700/
_version_ 1644309048887083008
score 13.160551

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