REVISITED THE IMPORTANCE AND PERFORMANCE ANALYSIS (IPA) AND KANO MODEL FOR CUSTOMER SATISFACTION MEASUREMENT

• 主要な著者: HASOLOAN, HAERY IAN PIETER, YAAKOB, MOHD YUHAZRI, YAHAYA, SAIFUDIN HAFIZ
• フォーマット: 論文
• 言語: English
• 出版事項: Global Engineers and Technologists Review 2012
• 主題: T Technology (General)
• オンライン･アクセス: http://eprints.utem.edu.my/id/eprint/7633/1/Journal_22_Ip.pdf; http://eprints.utem.edu.my/id/eprint/7633/; http://www.getview.org/

This study is to find out what the result of qualitative and quantitative approaches related to customer satisfaction if its measurement is carried out by integrating the measurement of customer satisfaction refers to the importance-performance (IPA) concept and Kano model into SERVQUAL attribute...