| Autor: |
Riyan Rozaq, Denalia M. Larasati, M. Mujiya Ulkhaq, Destin H. Tampubolon, Rafli Ramadhani |
| Rok vydání: |
2019 |
| Předmět: |
|
| Zdroj: |
2019 IEEE 6th International Conference on Industrial Engineering and Applications (ICIEA). |
| DOI: |
10.1109/iea.2019.8714936 |
| Popis: |
Customer satisfaction is considered as a main concern and prerequisite for competitiveness in today’s global market. Traditional approach views customer satisfaction has a linear relationship with quality attributes. That is, when one certain quality attribute is present then the customers are satisfied; and vice versa. However, the relationship is not that simple; there are some quality attributes that customer satisfaction can be significantly improved with only a small improvement in performance, while for some others, customer satisfaction can only be improved a little even when the performance has been greatly improved. The Kano model had a different approach that views the relationship between customer satisfaction and quality attributes as a two-dimensional term (two-way model). This study aims to assess customer satisfaction using the Kano model. A case study was conducted in a hospital by employing four dimensions comprises twenty attributes. By applying the Kano model, it is expected to provide a strategy for every attribute of service quality in order to pursue customer satisfaction. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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