scholarly journals A Novel Approach to Identify the Categories of Attributes for the Three-Factor Structure in Customer Satisfaction

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-12
Author(s):  
Amir Ahmad ◽  
Omar Barukab
Keyword(s):  
Customer Satisfaction ◽  
Probabilistic Approach ◽  
Marketing Research ◽  
Analytic Method ◽  
Kano Model ◽  
Novel Approach ◽  
Attribute Category ◽  
The Relationship ◽  
Data Analytic ◽  
Three Factor

Evaluation of customer satisfaction is an important area of marketing research in which products are defined by attributes that can be grouped into different categories depending on their contribution to customer satisfaction. It is important to identify the category of an attribute so that it can be prioritized by a manager. The Kano model is a well-known method to perform this task for an individual customer. However, it requires filling in a form, which is a difficult and time-consuming exercise. Many existing methods require less effort from the customer side to perform data collection and can be used for a group of customers; however, they are not applicable to individuals. In the present study, we develop a data-analytic method that also uses the dataset; however, it can identify the attribute category for an individual customer. The proposed method is based on the probabilistic approach to analyze changes in the customer satisfaction corresponding to variations in attribute values. We employ this information to reveal the relationship between an attribute and the level of customer satisfaction, which, in turn, allows identifying the attribute category. We considered the synthetic and real housing datasets to test the efficiency of the proposed approach. The method correctly categorizes the attributes for both datasets. We also compare the result with the existing method to show the superiority of the proposed method. The results also suggest that the proposed method can accurately capture the behavior of individual customers.

Fuzzy importance‐performance analysis for determining critical service attributes

2008 ◽  
Vol 19 (2) ◽  
pp. 252-270 ◽  
Author(s):  
Wei‐Jaw Deng
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Set Theory ◽  
Fuzzy Set Theory ◽  
Partial Correlation ◽  
Human Perception ◽  
Partial Correlation Analysis ◽  
Content Type ◽  
Novel Approach ◽  
Three Factor

PurposeThe purpose of this paper is to propose a novel approach of fuzzy importance‐performance analysis (FIPA) to replace conventional importance‐performance analysis (IPA) for determining critical service attributes those really need to improve for achieving superior customer satisfaction.Design/methodology/approachFirst, referring numerous studies, conventional IPA has some erroneous assumptions, the customer satisfaction of attribute performance has the characteristic of three‐factor theory and the novel approach which integrates natural logarithmic transformation and partial correlation analysis is feasible for acquiring the implicitly derived importance of attributes. Second, according the fact and nature of fuzziness in human perception, this study applies fuzzy set theory to revise conventional IPA. Finally, the FIPA is proposed and subsequently implemented in a Taiwanese hot spring hotel case study.FindingsThe implementation of FIPA shows the determined critical service attributes are almost completely different from those attributes acquired by conventional IPA. Hence, the application of conventional IPA may cause practitioners make incorrect decisions of improvement priorities for service attributes and direct unsuitable quality‐based marketing strategies.Originality/valueThe proposed FIPA which integrates fuzzy set theory, three‐factor theory, partial correlation analysis and natural logarithmic transformation avoids the erroneous assumptions of conventional IPA, considers the nature of fuzziness in human perception and includes the actual importance of service attributes. Therefore, the proposed FIPA can effectively assist business managers in determining critical service attributes to improve service quality or customer satisfaction and to achieve competitive advantage.

scholarly journals Modelling Customer Satisfaction for Business Services

2013 ◽  
Vol 4 (2) ◽  
pp. 51 ◽  
Author(s):  
Megha Virmani ◽  
Manoj Kumar Dash
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Marketing Research ◽  
Advertising Agencies ◽  
Business Services ◽  
Customer Expectations ◽  
Time Component ◽  
Consulting Firms ◽  
The Relationship

Research in the area of business services, which include marketing research companies, advertising agencies and consulting firms, has concentrated on service quality, relationship quality, and overall customer satisfaction. In some of the best known models which connect these concepts, customer satisfaction is modelled as a function of customer expectations and perceived quality. Little research has been done, however, to explain the development of relationships between businesses and business services over time. Additionally, research in this area has been almost non-existent in the transition countries. Our study proposes a customer satisfaction model with an integrated time component to be tested on the transition country data. The relationship quality in our model is expected to be paramount for customer satisfaction, loyalty and the long-term success of business services.

Application of Kano model to identification of wine festival satisfaction drivers

2017 ◽  
Vol 29 (10) ◽  
pp. 2708-2726 ◽  
Author(s):  
Natalia Velikova ◽  
Lisa Slevitch ◽  
Kimberly Mathe-Soulek
Keyword(s):  
Customer Satisfaction ◽  
Negative Impact ◽  
Positive Impact ◽  
Evaluation Tool ◽  
Kano Model ◽  
Content Type ◽  
Scarce Resources ◽  
Novel Approach ◽  
The Usa ◽  
Contrast Analysis

Purpose Practitioners and researchers are persistently trying to identify critical product/service attributes that generate greater customer satisfaction, which in turn yields multiple positive outcomes for the business. However, traditional measuring of attribute performance does not account for a non-linear nature of the relationship between attribute performance and customer satisfaction. The purpose of this paper is to apply an alternative method – penalty-reward contrast analysis (PRCA) grounded in Kano model – to a wine festival setting and to estimate the effects of each attribute on the overall satisfaction. Design/methodology/approach The aim of the study is to use a self-administered survey distributed to attendees of a large wine festival in the USA, resulting in a sample of 250 festival attendees. Findings Personnel and entertainment were considered “must-be” or basic factors for wine festivals. Failing to deliver on these dimensions will lead to attendees’ frustration and is likely to outweigh positive impact of other factors. Wine was considered to be a linear, or performance, factor with symmetrical positive and negative impact on satisfaction. Food and facilities were non-significant in predicting customer satisfaction. Practical implications Given that most wine festivals operate with rather scarce resources in a competitive environment, using an approach that helps determine how limited resources are best deployed to achieve the highest levels of customer satisfaction is beneficial for the industry. The study provides new insights to wine festivals managers as to how drivers of satisfaction may vary according to attributes of both the festival and the attendees. Originality/value The study adopts the novel approach of the PRCA in its application to wine festivals, making the study unique and noteworthy. It brings new knowledge about quality components of wine festivals and adds support to the new evaluation tool.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

scholarly journals The Use of the Kano Model to Enhance Customer Satisfaction

Organizacija ◽  
2017 ◽  
Vol 50 (4) ◽  
pp. 339-351 ◽  
Author(s):  
Laura Južnik Rotar ◽  
Mitja Kozar
Keyword(s):  
Customer Satisfaction ◽  
Online Survey ◽  
Marketing Research ◽  
Principal Component ◽  
Principal Component Factor Analysis ◽  
Kano Model ◽  
Business Decision ◽  
Home Appliance ◽  
Repeat Purchase ◽  
Technical Features

Abstract Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances. Design/Methodology/Approach: Data was collected using an online survey amongst randomly selected individuals from the service interventions for an end users database. Principal component factor analysis was first used to identify the underlying factors of home appliance characteristics. In the next phase we calculated the derived and stated importance of customer satisfaction, which was then used to construct the Kano model of customer satisfaction. We further analysed which factors are the strongest drivers, or predictors, of repeat purchase using multiple regression analysis. Results: In the study we identified the underlying home appliance factors. The results show that these factors are: sales environment, price, user features, design features and technical features. The results were then used to construct the Kano model where the analysis goes beyond the qualitative analysis by implementing two approaches, stated and derived importance approach. According to the Kano model, marketers should concentrate on delight characteristics such as: wider knowledge of the salesperson, professional skills of the salesperson, design of home appliance, brand of home appliance. What is more, factors called ‘user features’ are the strongest predictors of repeat purchase. Conclusion: This paper links the Kano model with measuring customer satisfaction and presents a contribution for marketing research theory. Therefore, the results could be used to support optimization of business decision-making, as well as for further scientific research.

scholarly journals A Study of Customer Satisfaction on After Sales Service of Two Wheelers in Kathmandu Valley

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sanjupa Giri ◽  
Kumar Thapa
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Spare Part ◽  
Model Analysis ◽  
Kano Model ◽  
Basic Model ◽  
Customer Care ◽  
Two Wheeler ◽  
Service Strategies ◽  
The Relationship

<p>The purpose of this study is to explore the relationship between various identified after-sales service attributes of Two Wheeler brands and customer satisfaction. It further intends at segregating the major after sales service as per Kano Model. This research is a quantitative research with a sample size of 280, 40 each on the basis of brands of bike and scooter. Sample is selected in a quota and convenience basis. The brands which are taken as samples includes Honda, Hero, Bajaj, Mahindra, Yamaha, Royal Enfield and others (TVS, Suzuki and VR). Kano Model analysis, frequency analysis, correlation, ANOVA test, independent sample t-test, etc. are used for data analysis. Kano model is taken as a basic model for the study.</p><p>Surprisingly, it is found that supporting after sales service has more impact on customer satisfaction than major after sales services have. Apparently, the most valued after sales service is behaviour of technicians which has the strongest and positive relation with customer satisfaction. Behaviour attributes play major role in customer satisfaction. Likewise, functional and dysfunctional questions are analyzed to carry out Kano Model Analysis. From the research, it is found that Spare part supply, Warranty, Bike wash and Service camp are the must be requirements. Likewise, Repair and Maintenance, Customer Care, Inspection and Mobile Van (office hours) are regarded as one dimensional services. And, Driving Orientation and 24 hours Mobile Van service are regarded as Attractive services. At present, 63% of customers are satisfied with the after sales service and 10% are very satisfied with the current after sales service. This study is significant to distributors of two wheelers and parent companies, as they can formulate after sales service strategies by understanding the present satisfaction level of customers and degree of each after sales service attributed to satisfy the customers.</p><p>Journal of Business and Social Sciences Research, Vol. 1, Issue 1, pp. 1-21</p>

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

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