Identifying critical service quality attributes for higher education in hospitality and tourism: Applications of the Kano model and importance-performance analysis (IPA)

2011 ◽  
Vol 5 (30) ◽  
Author(s):  
Nien-Te Kuo
Keyword(s):  
Higher Education ◽  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Kano Model ◽  
Hospitality And Tourism

Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kai-Chieh Hu ◽  
Kai-Chieh Chia ◽  
Mingying Lu ◽  
Ya-Lan Liang
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Home Delivery ◽  
Kano Model ◽  
Content Type ◽  
Goal Difficulty ◽  
Quality Aspects ◽  
Logistics Services

PurposeThe purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.Design/methodology/approachThe study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.FindingsThe three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.Originality/valueThe study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

How does employee commitment impact customers' attitudinal loyalty?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Elizabeth Agyeiwaah ◽  
Frederick Dayour ◽  
(Joe) Yong Zhou
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Commitment ◽  
Quality Attributes ◽  
Equation Modeling ◽  
Technical Quality ◽  
Content Type ◽  
Attitudinal Loyalty ◽  
Personal Interaction ◽  
Hospitality And Tourism

PurposeStudies in hospitality and tourism have seldom investigated the role of employee commitment to building customers' attitudinal loyalty. This study examines the impact of employee commitment on customers' attitude-based loyalty. The study contributes to knowledge of how employees' affective attitude (i.e. employee commitment) impacts and mediates the relationships within this model by considering service quality attributes separately in the context of China's Greater Bay Area.Design/methodology/approachUsing a quantitative approach, 664 customers visiting hotels and tourist attractions within three cities of Hong Kong, Macau and Zhuhai were surveyed. A convenience sampling technique was employed to administer questionnaires within these contexts. A structural equation modeling (SEM) using AMOS software was used to test the relationships in the proposed model.FindingsThe results suggest that while service quality attributes have a different impact on employee commitment, employee commitment plays a response-predictor-mediator role in the attitudinal loyalty framework. For instance, personal interactions and technical quality are significant predictors of employee commitment. Employee commitment influences customer satisfaction and behavioral intentions. Moreover, employee commitment fully mediates the relationship between technical quality and customer satisfaction and partially mediates the association between personal interaction and customer satisfaction.Practical implicationsGiven that employee commitment could be derived from personal interaction with customers, hoteliers and destination management organizations should encourage customers through their websites to be responsive to employees by providing constructive feedback on their service delivery. Management of hotels, attractions and destinations need to motivate employees through incentives such as pay raise, bonuses, time-off and paid holidays.Originality/valueThe paper is inimitable in its attempt to extend the customer attitudinal loyalty debate by including employees' attitude (i.e. commitment) in the measurement of customers' attitudinal loyalty in the hospitality and tourism industry.

scholarly journals IMPORTANCE PERFORMANCE ANALYSIS DALAM KASUS KEPUASAN KONSUMEN USAHA LAUNDRY

2019 ◽  
Vol 17 (34) ◽  
pp. 47
Author(s):  
Restu Khaliq
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Daily Routine ◽  
Business Services ◽  
Functional Quality ◽  
Routine Work ◽  
Show Business ◽  
Service Businesses ◽  
People Today

Importance Performance Analysis (IPA) is one method measuring the gap of service quality attributes according to the consumer's perspective. The application of this method is important in the field of business services such as laundry because some people today are often unable to do daily routine work such as washing dirty clothes. Using laundry services is one solution. This study aims to assess service quality attributes which are divided into two sub-variables (functional quality and technical quality) through Importance Performance Analysis (IPA) in XYZ laundry service businesses. The number of respondents in this study was 72 people. The research questionnaire was distributed to all XYZ laundry customers from July to September 2018. The results of this study indicate that XYZ luandry business is recommended to prioritize service on good delivery of consumer goods, cut down on waiting time for service work, improve employee appearance and try to show business to help.

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