scholarly journals A Decision Method to Maximize Service Quality under Budget Constraints: The Kano Study of a Chinese Machinery Manufacturer

2016 ◽  
Vol 2016 ◽  
pp. 1-12 ◽  
Author(s):  
Qingliang Meng ◽  
Xiaochao Wei ◽  
Wen Meng
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Value Chain ◽  
Programming Model ◽  
Budget Constraints ◽  
Kano Model ◽  
Construction Machinery ◽  
Machinery Industry ◽  
Decision Method ◽  
Nonlinear Programming Model

Manufacturers are increasingly facing keen competition and improving customers’ position in the value chain. Many of them have made efforts to promote service quality and enhance customer satisfaction. Research is lacking in considering the trade-off between service costs and customer satisfaction when tackling service quality issues in the machinery industry. A decision method is proposed for maximizing service quality in machinery industry under budget constraints, from the perspective of enterprise capacity and customer satisfaction. Due to the strength of the Kano model in acknowledging the nonlinear impacts of quality elements on customer satisfaction, we formalize the relationship between customer satisfaction and sufficiency of service quality elements quantitatively. And then we develop a novel nonlinear programming model to maximize service quality under budget constraints. In particular, we implement our model at Xuzhou Construction Machinery Group Co., Ltd., one of the largest Chinese construction machinery companies, to validate the efficacy of the method.

scholarly journals Developing a Quick Response Product Configuration System under Industry 4.0 Based on Customer Requirement Modelling and Optimization Method

2019 ◽  
Vol 9 (23) ◽  
pp. 5004 ◽  
Author(s):  
Lee ◽  
Chen ◽  
Lin ◽  
Li ◽  
Zhao
Keyword(s):  
Customer Satisfaction ◽  
Industry 4.0 ◽  
Quality Function Deployment ◽  
Programming Model ◽  
Optimization Method ◽  
Product Configuration ◽  
Quick Response ◽  
Kano Model ◽  
Configuration System ◽  
Technical Specifications

In the Industry 4.0 environment, the new manufacturing transformation of mass customization for high-complexity and low-volume production is moving forward. Based on cyber-physical system (CPS) and Internet of things (IoT) technology, the flexible transformation of the manufacturing process to suit diverse customer manufacturing requirements is very possible, with the potential to provide digital “make-to-order” (MTO) services with a quick response time. To achieve this potential, a product configuration system, which translates the voice of customers to technical specifications, is needed. The purpose of this study is to propose a methodology for developing a quick-response product configuration system to enhance the communication between the customer and the manufacturer. The aim is to find an approach to receive requests from customers as inputs and generate a product configuration as outputs that maximizes customer satisfaction. In this approach, engineering characteristics (ECs) are defined, and selection pools are initially constructed. Then, quality function deployment (QFD) is modified and integrated with the Kano model to qualitatively and quantitatively analyze the relationship between customer requirements (CRs) and customer satisfaction (CS). Next, a mathematical programming model is applied to maximize the overall customer satisfaction level and recommend an optimal product configuration. Finally, sensitivity analysis is conducted to suggest revisions for customers and determine the final customized product specification. A case study and an OrderAssistant system are implemented to demonstrate the procedure and effectiveness of the proposed quick response product configuration system.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

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