An Analysis of Quality Criteria to Determine the Improvement Priority Attributes
This study is focused is on how to find out the improvement priorities for customer satisfaction. In this study, the Voice of Customer (VoC) is identified, analyzed, and evaluated through the service attributes of SERVQUAL. Kano Method and Likert Scale were used in the questionnaire developed in ord...
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| Main Authors: | , , , , |
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| Format: | Book |
| Language: | English |
| Published: |
Universiti Teknikal Malaysia Melaka
2012
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| Subjects: | |
| Online Access: | http://eprints.utem.edu.my/id/eprint/9305/1/merged_document_16.pdf http://eprints.utem.edu.my/id/eprint/9305/ |
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