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.
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Abstract
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)
| Item Type: | Conference or Workshop Item (Paper) |
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| Additional Information: | Available in IPEDR vol.28 (2012) |
| Subjects: | T Technology > TA Engineering (General). Civil engineering (General) |
| Divisions: | Faculty of Science and Technology |
| Depositing User: | Shahril Effendi Ibrahim |
| Date Deposited: | 20 Apr 2012 01:07 |
| Last Modified: | 15 May 2013 02:14 |
| URI: | http://library.oum.edu.my/repository/id/eprint/700 |
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