scholarly journals The Study on the e-Service Quality Factors in m-Shopping Mall App based on the Kano Model

2018 ◽  
Vol 9 (12) ◽  
pp. 63-72 ◽  
Author(s):  
Sang-Oh Kim ◽  
◽  
Sun-Hee Youn ◽  
Myung-Jin Lee
Keyword(s):  
Service Quality ◽  
Shopping Mall ◽  
Quality Factors ◽  
Kano Model

scholarly journals Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers

Processes ◽  
2020 ◽  
Vol 9 (1) ◽  
pp. 51
Author(s):  
Ling-Lang Tang ◽  
Shun-Hsing Chen ◽  
Chia-Chen Lin
Keyword(s):  
Service Quality ◽  
Failure Mode ◽  
Quality Factors ◽  
Kano Model ◽  
Effect Analysis ◽  
Logistics Center ◽  
Service Failures ◽  
Reliability Methods ◽  
Logistics Service Quality

This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di Kantor Perusahaan Umum Badan Urusan Logistik Kota Sampit Kabupaten Kotawaringin Timur

2016 ◽  
Vol 2 (2) ◽  
pp. 1-5
Author(s):  
Masrukin Masrukin ◽  
Hermanto Hermanto
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Error Rate ◽  
Research Method ◽  
Statistical Test ◽  
Quality Factors ◽  
Public Companies ◽  
Public Company

Customer satisfaction is influenced by service quality factors, this study aims to find out and analyze how much influence the quality of service on customer satisfaction is felt by customers who use the service of Poor Rice (Raskin) at the Office of Public Companies Logistics Agency (Perum BULOG) in Sampit City Regency East Kotawaringin. The research method used in this study is the method of observation, questionnaire/questionnaire and documentation using a Likert scale and the method of determining the sample used is the error rate of 5% as many as 213 samples. Testing the hypothesis used is a statistical test with the formula "Product moment person". The results showed that there was a very strong correlation between Service Quality and Customer Satisfaction of the Office of Public Company of the Logistics Affairs Agency (Perum BULOG) in the District of East Kotawaringin. As much as 0.9968514278 based on the calculation of Pearson Product Moment value.

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