Classifying Quality Attributes Using Service Gaps and Kano's Method
This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
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2012
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| Online Access: | https://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf https://library.oum.edu.my/repository/700/ |
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| _version_ | 1831338947691675648 |
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| author | Sia , Mal Kong Kanesan , Muthusamy |
| author_facet | Sia , Mal Kong Kanesan , Muthusamy |
| author_sort | Sia , Mal Kong |
| building | OUM Library |
| collection | Institutional Repository |
| content_provider | Open University Malaysia |
| content_source | OUM Knowledge Repository |
| continent | Asia |
| country | Malaysia |
| description | This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80
articles were systematically reviewed. Only two articles with classification of quality's attributes by Kano's
method were identified. Four service quality factors were apparent from this study, and eight of the quality
attributes were found to be the same by both methods. Service gaps could indeed be used to classify quality
attributes, besides for evaluation of service quality and customer satisfaction. (Abstract by authors) |
| format | Conference or Workshop Item |
| id | my.oum.700 |
| institution | Open University Malaysia |
| publishDate | 2012 |
| record_format | eprints |
| spelling | my.oum.7002013-05-15T02:14:10Z Classifying Quality Attributes Using Service Gaps and Kano's Method Sia , Mal Kong Kanesan , Muthusamy TA Engineering (General). Civil engineering (General) This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality's attributes by Kano's method were identified. Four service quality factors were apparent from this study, and eight of the quality attributes were found to be the same by both methods. Service gaps could indeed be used to classify quality attributes, besides for evaluation of service quality and customer satisfaction. (Abstract by authors) 2012 Conference or Workshop Item PeerReviewed text https://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf Sia , Mal Kong and Kanesan , Muthusamy (2012) Classifying Quality Attributes Using Service Gaps and Kano's Method. In: 2012 2nd International Conference on Management and Service Science (ICMSS 2012), 5-6 May 2012, Kuala Lumpur, Malaysia. https://library.oum.edu.my/repository/700/ |
| spellingShingle | TA Engineering (General). Civil engineering (General) Sia , Mal Kong Kanesan , Muthusamy Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title | Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title_full | Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title_fullStr | Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title_full_unstemmed | Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title_short | Classifying Quality Attributes Using Service Gaps and Kano's Method |
| title_sort | classifying quality attributes using service gaps and kano's method |
| topic | TA Engineering (General). Civil engineering (General) |
| url | https://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf https://library.oum.edu.my/repository/700/ |
| url_provider | http://library.oum.edu.my/repository/ |