title: Classifying Quality Attributes Using Service Gaps and Kano's Method
creator: Sia , Mal Kong
creator: Kanesan , Muthusamy
subject: TA Engineering (General). Civil engineering (General)
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)
date: 2012
type: Conference or Workshop Item
type: PeerReviewed
format: text
identifier: https://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf
identifier:   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.     
relation: https://library.oum.edu.my/repository/700/