Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

2013 ◽  
Vol 31 (1) ◽  
pp. 32-52 ◽  
Author(s):  
Gerson Tontini ◽  
Jaime Dagostin Picolo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Gap Analysis ◽  
New Method ◽  
Kano Model ◽  
Attribute Importance ◽  
Content Type ◽  
Customer Dissatisfaction ◽  
The Impact

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on customer satisfaction. Design/methodology/approach – Two studies were carried out, one with users of mobile phones and another with users of a fitness centre. Mobile phone users answered questions about 24 attributes, of which six were incremental innovations at the time of the research. Users of the fitness centre answered questions about 16 attributes, of which three were incremental innovations. Findings – Both case studies show that diagonal IPA overcomes two limitations of original IPA, in terms of IPA's failure to address: the high correlation between stated importance and customer satisfaction and the non-linear relationship between attribute performance and customers’ satisfaction. However, diagonal IPA is unable to identify the possible impact of incremental innovations on customer satisfaction. Thus, IGA is formulated to overcome both the problems with original IPA and the limitation of diagonal IPA. Research limitations/implications – The new method, IGA, uses expected customer dissatisfaction as a measure of attribute relevance. Its relationship with other methods used to evaluate attribute importance should be studied in the future. Originality/value – The paper presents a new method (IGA) that is able to overcome problems of original and diagonal IPA methods and is also able to identify the possible impact of incremental innovations on customer satisfaction.

Airline quality assessment towards strategic tourism management improvements

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
André Philippi Gonzaga de Albuquerque ◽  
Fagner José Coutinho de Melo ◽  
Denise Dumke de Medeiros
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Correct Identification ◽  
Kano Model ◽  
Content Type ◽  
Academic Literature ◽  
Tourism Management ◽  
Definition Of ◽  
Service Data

Purpose The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction. Design/methodology/approach To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses. Findings The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute. Originality/value The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

Ghana’s ICT4AD policy: between policy and reality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kennedy Kumangkem Kubuga ◽  
Daniel Azerikatoa Ayoung ◽  
Stephen Bekoe
Keyword(s):  
Design Methodology ◽  
Gap Analysis ◽  
Monitoring And Evaluation ◽  
Implementation Success ◽  
Holistic View ◽  
Causal Factors ◽  
Content Type ◽  
The Impact ◽  
Practical Implications ◽  
Comprehensive Study

Purpose Nearly at the end of its lifespan, the Ghana ICT4AD policy is in a position for a holistic view, especially through the eyes of the intended beneficiaries. This paper aims to fill that gap. The paper measures the gap between what was intended and what has been realised and, based on that, makes recommendations for stakeholders. Design/methodology/approach The research used the design reality gap analysis approach to numerically examine the deviation or otherwise of the ideals of the Ghana ICT4AD policy from or to the reality on the ground. It required the breaking down of the problem into dimensions and subdimensions and involved interviewing office holders, academics, practitioners and students over a three-year period. The recommendations include a review of the policy before it expires and an explicit designation of an agency responsible for coordination, monitoring and evaluation of the various stages of the policy. Findings The chief finding is that Ghana’s ICT4AD policy might miss the targets totally, or might well be a partial failure unless action is taken to close the design–reality gaps identified by the research. As the policy is almost at the end of its lifespan, recommendations are even more useful when the recommended revision takes place. Research limitations/implications The major limitation of the is that it looks only at the implementation success or failure without a probe into the causal factors and/or the impact on society. Practical implications The policy runs full term at end 2022, with large gaps between the plans of the framers and the reality on the ground. An immediate revision of the policy is most recommended. Originality/value Besides this study, the authors have not come across any such comprehensive study of the Ghana ICT4AD policy, especially with the amount of data now available after two decades. There is a similarity with a Pakistani study, which has been acknowledged in this study, but the two works differ greatly in methodology, context and style.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

Poor and rich customers in the service encounter

2017 ◽  
Vol 28 (2) ◽  
pp. 265-283 ◽  
Author(s):  
Magnus Soderlund
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Encounter ◽  
Service Encounters ◽  
Related Factors ◽  
Content Type ◽  
Service Employees ◽  
Factors Affecting ◽  
Per Se ◽  
The Impact

Purpose The purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor or rich. Given that customers perceive themselves as belonging to one of these two categories, leakage can result in perceptions of the categorization as either correct or incorrect, and the specific purpose is to assess the impact of such outcomes on customer satisfaction. Design/methodology/approach Two between-subjects experiments were used to manipulate service employees’ leakage of categorization clues; the participants were subject to leakage comprising clues that they had been categorized as either poor or rich. The participants’ self-perceived membership in the poor and rich categories was used as a measured factor. Findings The results indicate that customers are indeed sensitive to how they are categorized in service encounters. More specifically, when categorization in terms of the categories poor and rich was leaked to the customer, being correctly categorized (either as poor or rich) was more satisfying than being incorrectly categorized. In addition, given the valenced charge of these two categories, the results indicate that the category charge per se also influences satisfaction. Originality/value The present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters.

Examining the effects of vacation ownership product attributes on customer satisfaction

2015 ◽  
Vol 27 (1) ◽  
pp. 52-70 ◽  
Author(s):  
Amy M Gregory ◽  
H.G. Parsa ◽  
Khaldoon Nusair ◽  
David J Kwun ◽  
Sanjay Putrevu
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Product Attributes ◽  
Kano Model ◽  
Specific Product ◽  
Content Type ◽  
Vacation Ownership ◽  
Future Studies ◽  
Comprehensive Examination ◽  
Practical Implications

Purpose – This research aims to propose a model that may be used to classify product attributes according to their effect on customer satisfaction within the services industry. It also aims to apply the model to vacation ownership products and to explore attributes related to both the purchase and use of the product: an owned luxury product. Design/methodology/approach – Data from 3,231 vacation ownership customers of multiple international companies were analyzed using a modified Kano model and related questionnaire. Findings – This study reveals the effect that specific product attributes have on customer satisfaction. It addresses previously unexplored attributes (i.e. sales techniques and hotel program benefits), confirms others previously identified with customer satisfaction (i.e. amenities, exchange benefits, hotel affiliation and vacation counselors) and reveals those that had no incremental effect on overall satisfaction (i.e. financing and activities). Practical implications – Results of this study suggest that attributes have varying effects on customers’ overall satisfaction and submit that companies may wish to focus their efforts in particular areas to maintain or improve overall satisfaction. Doing so may create opportunities for companies to increase satisfaction, operate more efficiently or distinguish themselves within the marketplace. Originality/value – This research is the first comprehensive examination of customer satisfaction related to the purchase and consumption of an owned luxury vacation product, reveals misconceptions related to certain product attributes, uncovers previously unidentified attributes, provides a model for examining customer satisfaction that could be applied across lodging products and provides a benchmark for future studies.

The effects of leaders’ behaviors on employees’ resilience

2019 ◽  
Vol 12 (5) ◽  
pp. 318-338
Author(s):  
Reza Salehzadeh
Keyword(s):  
Indirect Effect ◽  
Mixed Method ◽  
Design Methodology ◽  
Hypotheses Testing ◽  
Mixed Method Research ◽  
Kano Model ◽  
Content Type ◽  
One Dimensional ◽  
Employees Satisfaction ◽  
The Impact

Purpose The purpose of this paper is to propose a new typology for classifying the leaders’ behaviors and investigate the effects of leaders’ behaviors on employees’ resilience. Design/methodology/approach This paper used a mixed method research (i.e. interview and questionnaire). First, through the interviews with employees, the leaders’ behaviors were identified. Next, based on the identified behaviors and Kano model the type of each behavior was classified. Finally, according to this classification, the impact of leaders’ behaviors on employees’ resilience was investigated. Findings Based on the results of the interviews, 46 leaders’ behaviors which influence employees’ satisfaction/dissatisfaction were identified out of which 10 behaviors were must-be; 5 behaviors were one-dimensional, 18 behaviors were attractive and 13 behaviors were reverse type. Also, the results of hypotheses testing showed that attractive behaviors have a stronger relationship to employees’ resilience than one-dimensional and must-be behaviors; one-dimensional behaviors have a stronger relationship to employees’ resilience than must-be behaviors; and reverse behaviors have an indirect effect on employees’ resilience. Originality/value This research proposes a new typology for classifying the leaders’ behaviors into the five categories and the approach and findings of this research contribute to the literature of Kano model and leadership theory.

scholarly journals The impact of the level of customer satisfaction on the quality of e-commerce services

2019 ◽  
Vol 69 (4) ◽  
pp. 666-684 ◽  
Author(s):  
Teresa Gajewska ◽  
Dominik Zimon ◽  
Grzegorz Kaczor ◽  
Peter Madzík
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Services Quality ◽  
Quality Of Services ◽  
Important Indicator ◽  
Content Type ◽  
The Impact ◽  
Safety Dimension

Purpose The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy of importance of the adopted criteria for e-commerce service quality were proposed. Design/methodology/approach The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services after the purchase, a student’s t-test was used. To check if the relations between variables are sufficient to carry out the factor analysis (sampling adequacy), the Keizer–Meyer–Olkin test was used. The scope of the research included 23 selected criteria of customers satisfaction. Findings A comparison of the Servqual weighted and unweighted results shows that customers valued the guarantee/safety dimension the most. It can therefore be expected that customers perceive e-commerce services with increasing trust and consider them increasingly reliable which is also confirmed by the growing tendencies in the forecasts of e-commerce services in Poland. Originality/value Research allows to know the opinion and expectations related to the quality of services provided in the analysed area and to develop the strategy of company. The most important indicator of the quality of e-commerce services remains reliability (weighting = 0.34). However, the noticeable difference in opinions concerns the tangible elements index compared to the results of the Berry and Parasuraman team and amounted to 0.20.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

The effects of materialism on consumer evaluation of sustainable synthetic (lab-grown) products

2020 ◽  
Vol 37 (5) ◽  
pp. 579-590
Author(s):  
Jessica Keech ◽  
Maureen Morrin ◽  
Jeffrey Steven Podoshen
Keyword(s):  
Design Methodology ◽  
Socially Responsible ◽  
Content Type ◽  
Consumer Evaluation ◽  
Positioning Strategy ◽  
Consumer Markets ◽  
The Future ◽  
Promotion Strategies ◽  
Alternative Sources ◽  
The Impact

Purpose The increasing desire of consumers for socially responsible luxury products combined with fluctuating supplies in consumer markets are leading various industries to seek alternative sources to be able to meet the needs of its customers. One possible solution that may meet the demands of the future is lab-grown products. Because these products confer multiple benefits, this study aims to investigate the most effective ways to appeal to consumers by aligning the benefits of the products with their values as marketers seek to find effective promotion for these items. Design/methodology/approach We examine the effectiveness of an ethical positioning strategy for two types of luxury lab-grown (synthetic) products among high versus low materialism consumers in three experiments. Findings Findings suggest that a positioning strategy stressing product ethicality is more effective for low materialism consumers, whereas the strategy is less effective, and may even backfire, for high materialism consumers. The impact on social status consumers perceive from a lab-grown product explains why this effect occurs among low materialism consumers. Therefore, marketers should take caution and use specific appeals for different segments based on values such as consumers’ materialism levels. Originality/value If lab-grown products represent the wave of the future, it is important to understand how consumers will respond to this emerging technology and how promotion strategies may enhance their evaluation.

Embedding employability within higher education for the profession of policing

2019 ◽  
Vol 9 (3) ◽  
pp. 319-328
Author(s):  
Ian Pepper ◽  
Ruth McGrath
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Research Study ◽  
Longitudinal Research ◽  
Evidence Base ◽  
Content Type ◽  
Educational Provision ◽  
Professional Body ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate the impact of an employability module, the College of Policing Certificate in Knowledge of Policing (CKP), on students’ career aspirations, their confidence and wish to join the police along with the appropriateness of the module. This will inform the implementation of employability as part of the College of Policing-managed Police Education Qualifications Framework (PEQF). Design/methodology/approach A three-year longitudinal research study used mixed methods across four points in time to evaluate the impact on students studying the employability module. Findings The research suggests that the employability-focussed CKP was useful as an introduction to policing, it developed interest in the police and enhanced the confidence of learners applying to join. Lessons learnt from the CKP should be considered during the implementation of the PEQF. Research limitations/implications The ability to generalise findings across different groups is limited as other influences may impact on a learner’s confidence and employability. However, the implications for the PEQF curriculum are worthy of consideration. Practical implications As the police service moves towards standardised higher educational provision and evolution of policing as a profession, lessons can be learnt from the CKP with regards to the future employability of graduates. Originality/value Enhancing the employability evidence base, focussing on policing, the research identified aspects which may impact on graduates completing a degree mapped to the PEQF. The research is therefore of value to higher education and the professional body for policing.

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