creators_name: Sia , Mal Kong
creators_name: Kanesan , Muthusamy
type: conference_item
datestamp: 2012-04-20 01:07:14
lastmod: 2013-05-15 02:14:10
metadata_visibility: show
corp_creators: Kolej Tunku Abdul Rahman, Kuala Lumpur
corp_creators: Open University Malaysia 
title: Classifying Quality Attributes Using Service Gaps and Kano's Method
ispublished: pub
subjects: TA
full_text_status: public
pres_type: paper
note: Available in IPEDR vol.28 (2012)
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)
date: 2012
date_type: published
event_title: 2012 2nd International Conference on Management and Service Science (ICMSS 2012)
event_location: Kuala Lumpur, Malaysia
event_dates: 5-6 May 2012
event_type: conference
refereed: TRUE
citation:   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.     
document_url: https://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf