Car Maintenance Service Quality Evaluation using Kano Model and Potential Customer Satisfaction Improvement Index

2021 ◽  
Vol 36 (5) ◽  
pp. 1-24
Author(s):  
Jung-Yup Hwang ◽  
Chae-Bogk Kim ◽  
Sung-Min Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Kano Model ◽  
Potential Customer ◽  
Service Quality Evaluation ◽  
Maintenance Service ◽  
Improvement Index

scholarly journals A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

2018 ◽  
Vol 2018 ◽  
pp. 1-16 ◽  
Author(s):  
Wei Xu ◽  
Yinyun Yu ◽  
Qingshan Zhang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Resource Constraints ◽  
Relative Weight ◽  
Weight Vector ◽  
Fuzzy Evaluation ◽  
Total Consumption ◽  
Service Quality Evaluation ◽  
Evaluation Information

How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation information at the same time. In this method, we first use expert Delphi method to get service elements and service items. Meanwhile, we design questionnaires to collect customer language fuzzy evaluation information and use FHAHP model to calculate the relative weight vector of the service items. Second, the customer is subdivided into market segmentation considering the customer total consumption and the service expectation value using the Logit model. Next, the customer satisfaction of the service schemes is calculated considering the customer’s expectation of the service schemes. Then, the maximum satisfaction of the customer group is calculated under the condition of enterprise resource constraint. Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.

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