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To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model

The purpose of this study is to describe customer satisfaction assessment based on customer needs at UUM Parcel Center using Kano Model method. In addition, the purpose of this study is to identify the dimension of customer needs in Kano Model categories. It using quantitative research methods, data...

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Main Authors: Abdul Wahab, Abdul Muiz, Asaad, Mohamad Norhasni
Format: Article
Language:English
Published: Universiti Utara Malaysia 2020
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/28461/1/STMLGG%2002%2014%202020%2034-35.pdf
http://repo.uum.edu.my/28461/
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spelling my.uum.repo.284612021-12-12T02:01:37Z http://repo.uum.edu.my/28461/ To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model Abdul Wahab, Abdul Muiz Asaad, Mohamad Norhasni HD28 Management. Industrial Management The purpose of this study is to describe customer satisfaction assessment based on customer needs at UUM Parcel Center using Kano Model method. In addition, the purpose of this study is to identify the dimension of customer needs in Kano Model categories. It using quantitative research methods, data were collected through questionnaires. Respondents included 313 STML students but returned a questionnaire of 122 students. For successful operations, understanding customer needs and satisfaction is very important in identifying the facilities and services provided by UPC. The relationship between customer needs and customer satisfaction will impact organizational performance. In this study we used the Kano model to analyze customer needs and satisfaction for the future success of UUM Parcel Center. The results show that students at STML are more likely to be satisfied with the dimensions of customer needs and need to prioritize aspects of facilities and service dimensions. The understanding of customer needs and satisfaction is very important in the design of products and services. At same time, the Kano model can be applied in product development and service performance. Universiti Utara Malaysia 2020 Article PeerReviewed application/pdf en http://repo.uum.edu.my/28461/1/STMLGG%2002%2014%202020%2034-35.pdf Abdul Wahab, Abdul Muiz and Asaad, Mohamad Norhasni (2020) To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model. Symposium on Technology Management and Logistics (STML Go Green) 2019: Management of Technology, Volume 2, 2 (14). pp. 34-35. ISSN eISBN: 978-967-2296-22-7
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Abdul Wahab, Abdul Muiz
Asaad, Mohamad Norhasni
To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
description The purpose of this study is to describe customer satisfaction assessment based on customer needs at UUM Parcel Center using Kano Model method. In addition, the purpose of this study is to identify the dimension of customer needs in Kano Model categories. It using quantitative research methods, data were collected through questionnaires. Respondents included 313 STML students but returned a questionnaire of 122 students. For successful operations, understanding customer needs and satisfaction is very important in identifying the facilities and services provided by UPC. The relationship between customer needs and customer satisfaction will impact organizational performance. In this study we used the Kano model to analyze customer needs and satisfaction for the future success of UUM Parcel Center. The results show that students at STML are more likely to be satisfied with the dimensions of customer needs and need to prioritize aspects of facilities and service dimensions. The understanding of customer needs and satisfaction is very important in the design of products and services. At same time, the Kano model can be applied in product development and service performance.
format Article
author Abdul Wahab, Abdul Muiz
Asaad, Mohamad Norhasni
author_facet Abdul Wahab, Abdul Muiz
Asaad, Mohamad Norhasni
author_sort Abdul Wahab, Abdul Muiz
title To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
title_short To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
title_full To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
title_fullStr To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
title_full_unstemmed To evaluate customer needs and satisfaction at UUM Parcel Centre Using Kano Model
title_sort to evaluate customer needs and satisfaction at uum parcel centre using kano model
publisher Universiti Utara Malaysia
publishDate 2020
url http://repo.uum.edu.my/28461/1/STMLGG%2002%2014%202020%2034-35.pdf
http://repo.uum.edu.my/28461/
_version_ 1718929003661754368
score 13.211869

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