"A Study on Quality Attribute Classification of Servicescape and Aesthetic Labor Using the Kano Model: Focused on Family Restaurant"

2018 ◽  
Vol 42 (4) ◽  
pp. 169-186
Author(s):  
Joo-Wan Song ◽  
Hyung-Ryong Lee ◽  
Seul-Gi Park
Keyword(s):  
Quality Attribute ◽  
Kano Model ◽  
Aesthetic Labor ◽  
Attribute Classification

The Classification of the Service Quality Elements in the parcel service Using the Kano Model

2011 ◽  
Vol 12 (5) ◽  
pp. 315-333 ◽  
Author(s):  
이하나 ◽  
김한성 ◽  
나우현
Keyword(s):  
Service Quality ◽  
Kano Model

Mobile marketing tools in the market of restaurant food delivery services in Ukraine

2021 ◽  
Vol 9 (1) ◽  
Author(s):  
Sergiy Spivakovskyy ◽  
Tetiana Spivakovska ◽  
Katerina Bazherina
Keyword(s):  
Business Processes ◽  
Food Delivery ◽  
Mobile Marketing ◽  
Kano Model ◽  
Marketing Resources ◽  
Delivery Services ◽  
Purchase Process ◽  
Customer Attitudes ◽  
Practical Recommendations

This study explores the usage of mobile marketing tools in the market of restaurant food delivery services. While new mobile tools become available, the enterprises need to rationally select and use those tools. In the study, the market of restaurant food delivery in Ukraine has been analyzed, and the enterprises operating in the market have been classified based on their business processes. It was discovered that the usage of mobile marketing differs for aggregators and food producers, depending on their business processes and marketing goals. For each group of enterprises operating in the market, classification of mobile marketing tools has been done, and approaches for selecting mobile marketing tools by the stages of a purchase decision process have been proposed, based on marketing objectives at every stage of the purchase process. Online customer survey has been conducted, and the Kano model has been applied to estimate customers’ satisfaction and their attitude toward mobile marketing tools. Based on the research results, the practical recommendations for selecting the most suitable mobile marketing tools have been developed, and these recommendations take into account the interests of both sides: customers and companies implementing marketing tools. It was found out that the main selection criteria include enterprise internal business processes, marketing objectives, and customer attitudes. The recommendations developed in this study, provide businesses with the approaches necessary to rationally allocate their marketing resources.

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

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