Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kai-Chieh Hu ◽  
Kai-Chieh Chia ◽  
Mingying Lu ◽  
Ya-Lan Liang
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Quality Attributes ◽  
Home Delivery ◽  
Kano Model ◽  
Content Type ◽  
Goal Difficulty ◽  
Quality Aspects ◽  
Logistics Services

PurposeThe purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.Design/methodology/approachThe study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.FindingsThe three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.Originality/valueThe study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

Creating excellent and competitive motels services

2018 ◽  
Vol 30 (2) ◽  
pp. 836-854 ◽  
Author(s):  
Ching-Chan Cheng ◽  
Cheng-Ta Chen
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Phase Method ◽  
Kano Model ◽  
Two Phase ◽  
Content Type ◽  
Market Competitiveness ◽  
Improvement Strategies ◽  
Willingness To Purchase

Purpose The motel industry in Taiwan is a highly competitive industry, which requires considerable investment and demands innovative services. This paper aims to identify the competitive qualities that urgently require improvement to enhance the service quality of motels using the two-phase method of importance-performance and gap analysis (IPGA) and the Kano model, and develops specific improvement strategies. Design/methodology/approach By questionnaire survey, this study collects 562 valid questionnaires from motels in Taipei City. The IPGA and Kano model are used to identify the service attributes of market competitiveness that urgently require improvement. Findings The results show there are 14 attributes that should be urgently improved, of which four are the attractive qualities of market competitiveness (competitive qualities). This study develops ten improvement strategies, as based on the four competitive qualities, for the reference of the motel industry. Practical implications The results can identify the competitive qualities that require urgent improvement to address the development of improvement strategies for motels. The managers of motels can refer to the ten improvement strategies to create excellent and competitive motel services. Originality/value The results combine “customers’ needs” with “the competitive meanings of quality attributes in the market” under limited resources, to upgrade motel service quality, customers’ willingness to purchase and motel competitiveness.

scholarly journals Logistic service quality as a mediator between logistics capabilities and customer satisfaction

2018 ◽  
Vol 25 (4) ◽  
pp. 358-372 ◽  
Author(s):  
Daniel Winter Fernandes ◽  
Roberto Giro Moori ◽  
Valdir Antonio Vitorino Filho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Services Quality ◽  
Structural Equations ◽  
Content Type ◽  
Lubricant Oil ◽  
Logistics Services ◽  
Exploratory Survey ◽  
Logistics Capabilities

Purpose A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers.

Service quality benchmarking of amusement parks using a hybrid approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James
Keyword(s):  
Service Quality ◽  
Hybrid Approach ◽  
Quality Attributes ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Tourist Destinations ◽  
Amusement Parks ◽  
Order Preference ◽  
Topsis Technique

PurposeThe purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.Design/methodology/approachA hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.FindingsAmusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.Practical implicationsThe developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.Originality/valueThe paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA

2016 ◽  
Vol 33 (2) ◽  
pp. 160-177 ◽  
Author(s):  
Reza Dabestani ◽  
Arash Shahin ◽  
Mohammad Saljoughian ◽  
Hadi Shirouyehzad
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Data Envelopment ◽  
Content Type ◽  
High Expectations ◽  
Significant Difference ◽  
Low Expectations ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star hotels located in Isfahan have been asked to report on their expectation of service prior to receiving it as well as their perception of the service after receiving it. Afterwards, DEA has been used to assign the customers into two groups of fastidious (with relatively high expectations but low perceptions) and ordinary (with relatively low expectations but high perceptions). Next, IPA has been exploited for prioritizing SQDs in each group. Eventually, the prioritized SQDs in each group have been compared and insightful information has been extracted for further research and practical purposes. Findings – Findings imply that despite occasional similarities, there is a significant difference in the way the two groups value SQDs. Also, the segmented groups have different priorities of SQDs. Research limitations/implications – Findings revealed that in order to decrease the ambiguity of customer voice in prioritizing SQDs, it might be helpful to first segregate the participants based on their attitudes towards the quality of service to have a more congruent sample and then, to analyze the data. Practical implications – In this study, a smarter approach for prioritizing SQDs based on the data of two major groups of customers has been proposed, which can help hoteliers in devoting their resources more efficiently. Originality/value – The combination of DEA and IPA in homogenizing the sample and prioritizing SQDs for each homogenized group within the sample seems relatively novel.

Evaluating factors affecting patient satisfaction using the Kano model

2019 ◽  
Vol 32 (1) ◽  
pp. 137-151 ◽  
Author(s):  
Tejaswi Materla ◽  
Elizabeth A. Cudney ◽  
Deborah Hopen
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Quality Attributes ◽  
Healthcare Sector ◽  
Patient Needs ◽  
Kano Model ◽  
Cross Sectional ◽  
Content Type ◽  
Healthcare Needs ◽  
Wide Range

Purpose Healthcare providers are increasing their focus on patient satisfaction and patient-oriented services as they play a significant role in managing rising costs, elevating service quality and establishing sustainable quality improvement strategies. In recent years, the Kano model has gained popularity in the healthcare industry and has been employed to improve patient satisfaction. The purpose of this paper is to illustrate how the Kano model can be deployed to identify a wide range of complex patient needs and convey its potential usefulness in the continuous improvement of the healthcare sector. Design/methodology/approach This paper provides a case study of implementing the Kano model to identify diverse patient needs and aims to eliminate the gaps identified in prior research, which include generically applying the Kano model to all service units of the healthcare system and using a predetermined service quality scale. This study emphasizes the importance of scale development and individual attention to each healthcare service unit in determining intricate patient needs. A cross-sectional study was conducted at the Student Health Services (SHS) of Missouri University of Science and Technology where the data were collected using the Kano survey. The respondents included undergraduate and graduate students that have utilized the healthcare services offered. A total of 138 patients were surveyed using a Kano model-based questionnaire that included demographics and treatment as well as service expectations. Findings Of the 21 quality attributes evaluated by the patients, 16 were categorized as one-dimensional, 3 as indifferent, and 2 as attractive attributes using the Kano model. None of the quality attributes showed a dominant must-be feature. The students considered the availability of appropriately qualified medical staff within 10 minutes of the check-in process and provision of after-hours care as attractive attributes that create greater satisfaction. Research limitations/implications The research was conducted at a university SHS center. Therefore, respondents in the survey are in a younger age group, which may affect patient expectations. In addition, expectations of an SHS center may be different than expectations of visiting a primary care physician and other healthcare units. Originality/value This study contributes to a better understanding of the identification of healthcare needs using the Kano model and advocates focusing on shifts in the categories over time and changes in the demographic environment.

Assessment of logistics service quality using the Kano model in a logistics-triadic relationship

2017 ◽  
Vol 28 (2) ◽  
pp. 680-698 ◽  
Author(s):  
Jea-Il Sohn ◽  
Su-Han Woo ◽  
Taek-Won Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attributes ◽  
Third Party ◽  
Quality Model ◽  
Kano Model ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality ◽  
Triadic Relationship

Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers. Findings Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.” Research limitations/implications Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad. Practical implications This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance. Originality/value This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

Sign in / Sign up

Export Citation Format

Share Document