Guesthouse customer satisfaction analysis using quantitative kano model

• Main Author: Ng, Pei Wen
• Format: E-LPTA
• Language: English; English
• Published: Universiti Malaysia Sarawak, (UNIMAS) 2015
• Subjects: H Social Sciences (General)
• Online Access: http://ir.unimas.my/id/eprint/12163/1/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%2824pgs%29.pdf; http://ir.unimas.my/id/eprint/12163/2/Guesthouse%20customer%20satisfaction%20analysis%20using%20quantitative%20kano%20model%20%28fulltext%29.pdf; http://ir.unimas.my/id/eprint/12163/

Customer satisfaction is the biggest contemporary challenge in the service industries. Service quality and customer satisfaction are generally regarded as the key factors in influencing the loyalty and customer retention. A good perception is retained when an organization supplies goods and servi...