scholarly journals Experiment of Telecom Customer’s Needs and Satisfaction Based on Kano Model

2019 ◽  
Vol 9 (2) ◽  
pp. 5074-5077
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intentions ◽  
Network Performance ◽  
Service Providers ◽  
Kano Model ◽  
One Dimensional ◽  
Wide Range ◽  
Telecom Service ◽  
Four Quadrant

with the changing technology customers are more aware of services available to them. They access wide range of information of available products and services which has lead to change in their perception about services and service providers. This has made telecom a hard sector to survive for telecom service providers. These changes in behavioral intentions has made it necessary to us understand what all services customers feel a mandatory part of telecom service and what attract them to reuse the service. To study these customers needs Kano model was applied to category services of SERVQUAL model on four quadrant - attractive, one dimensional, must-be and indifferent. The result stated that network performance attract telecom customers the most and tangibility factors are the ones which service providers can minimize as customers are indifferent about them. Safety and security in transaction is one dimensional factor that can increase customer satisfaction. Must be attributes need to be continued to maintained customers stay with the telecom brands. Thus study tried to understand behavior of customers and identify factors that could increase customer satisfaction.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF TELECOM SERVICE PROVIDERS IN HARYANA

2021 ◽  
Vol 9 (1) ◽  
pp. 709-719
Author(s):  
RAMESH C. HOODA, DR. VIKAS TYAGI
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

LOYALTY ASSESSMENT OF ELDERLY CUSTOMERS TO THE PHARMACY USING KANO MODEL

2021 ◽  
Vol 92 (2) ◽  
pp. 24-33
Author(s):  
S. G. Troina ◽  
◽  
V. V. Kuhach ◽  
Keyword(s):  
Sociological Study ◽  
Kano Model ◽  
Pricing Policy ◽  
One Dimensional ◽  
Wide Range ◽  
Presence And Absence ◽  
The Republic ◽  
Modern Technologies

The article presents the results of a sociological study conducted with the questionnaire of 385 pharmacy customers from different regions of the Republic of Belarus aged over 60 using Kano model. The respondents consistently expressed their attitude to the presence and absence of 13 characteristics (parameters) effecting the performance of pharmacies. The purpose of this study is to assess the loyalty of elderly customers to the pharmacy using Kano model. The potentials of elderly customers’ satisfaction and dissatisfaction with the work of pharmacies are calculated. The same parameter was revealed to have a different effect on the potential of satisfaction and dissatisfaction of pharmacy elderly customers. The distribution of the parameters studied into 4 quadrants allowed to determine mandatory characteristics of the pharmacy (availability of a wide range of products, competence of pharmaceutical workers; provision of the customers with detailed information about the purchased product), linear (location of the pharmacy, convenient schedule of its work, rational pricing policy, discount availability, informative and esthetic design of shop windows, benevolence of pharmaceutical workers) and indifferent ones (availability of car parking near the pharmacy, advertising items in the pharmacy, ability to get additional services in the pharmacy, modern technologies for population service). Attractive parameters were not set. The design of shop windows is at the border edge of mandatory and one-dimensional characteristics intersection. To attract customers and increase their loyalty to the pharmacy it is necessary to ensure availability of mandatory and to develop the category of linear characteristics.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

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

scholarly journals An assessment of customers’ satisfaction for emerging technologies in passenger cars using Kano model

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anu Kohli ◽  
Ram Singh
Keyword(s):  
Customer Satisfaction ◽  
New Technologies ◽  
Emerging Technologies ◽  
Global Market ◽  
Passenger Cars ◽  
Kano Model ◽  
Passenger Car ◽  
Content Type ◽  
One Dimensional ◽  
Gesture Control

Purpose Automobile industry has been the backbone of manufacturing sector in any country. During the past decade, passenger car industry has emerged as the one of the growing sectors in the Indian economy. Technological features in the passenger cars industry has been evolving in the global market, and customers have been the most important stakeholders to judge the requirement of these features. Therefore, the purpose of this paper is to analyze the customers’ need for these emerging technologies using Kano model of customer satisfaction. Design/methodology/approach This paper has used the Kano model to assess the customer satisfaction for Indian passenger car companies. Overall, 250 customers of passenger cars from Northern India have been surveyed using well-structured questionnaire designed as per the Kano model. On the basis of responses, this study has categorized the technological attributes of passenger cars as attractive, must be, one-dimensional and indifferent. Findings “Auto Gear Shift” system has emerged as a must be attribute. “Premium surround system” has been categorized under one-dimensional attribute. “Communication between vehicles,” “integration with smart phone,” “connecting applications,” “dual-stage airbags,” “in-dash navigation system,” “rearview camera,” “heated and cooled seats,” “built-in fourth generation long term evolution,” “Wi-Fi system” and “automated window cleaning system” have emerged as attractive features. The customers have been indifferent about “gesture control,” “reality display on car wind screen” and “run-on-flat tyre.” In contradiction to the popular belief, this study has found that customers have shown Indifferent attitude toward “hydrogen fuel-operated cars” and “battery cars.” Research limitations/implications This present study gives insight about the acceptability of various emerging technological features in Indian car market. This study has fulfilled the existing dearth in assessing the customers’ insight about the implementation of these emerging technologies in Indian cars. This paper will be helpful to the manufacturers to inculcate the voice of the customers in designing the new technologies for the passenger cars. Originality/value Previous studies across the globe have applied Kano model for assessing customers’ satisfaction in various industries, but according to the authors’ knowledge, hardly any study was conducted in context of technological attributes for Indian passenger car companies.

scholarly journals Improving Quality Using The Kano Model in Overcoming Competition in The Service Industry

2021 ◽  
Vol 1 (4) ◽  
pp. 13-18
Author(s):  
Meri Andriani ◽  
Heri Irawan ◽  
Nanda Rizqa Asyura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Statistical Tests ◽  
Kano Model ◽  
One Dimensional ◽  
Service Support ◽  
Customer Dissatisfaction ◽  
Improve Service Quality

The tight competition in the service industry, especially hospitality, has caused hoteliers to strive to improve service quality. Improving the quality of service is carried out in various ways, one of which is increasing the occupancy rate of hotel rooms. This is different from Hotel X. Hotel X is an old hotel located in Langsa which has experienced a decrease in room occupancy from time to time. The decrease was caused by the service from hotel X that was still not satisfactory to customers. The purpose of this study is to identify customer dissatisfaction with the quality of hotel services and provide design proposals to improve service quality. The method used in this study is the Kano model, which is the model used to identify customer satisfaction, through questionnaires given to customers, statistical tests are used to conduct adequacy tests and data uniformity tests for questionnaire data obtained. Excel and SPSS software are used in statistical tests, Minitab 16 software is used in making coefficient diagrams of customer satisfaction levels. Results and Discussion obtained 21 attributes in the must be a category, 8 attributes in the one-dimensional category, 2 in the attractive category, and 2 in the indifferent category, the attributes which are categorized as one dimensional, attractive, and must be are attributes that are prioritized to improve service quality. In conclusion, 31 attributes are included in customer dissatisfaction with hotel X, one of which is the physical condition of the building with a dissatisfaction value of -3,080. There are 18 attributes as proposed designs in improving service quality, five of which are adding and completing service-related equipment, infrastructure improvement, improvement and development of standard operating procedures (SOP), periodic maintenance and replacement of service support equipment, procurement of housekeeping equipment, cleaning of facilities. and infrastructure, installation of signs, warnings, and information.

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.

scholarly journals The Value of Customer Loyalty and Satisfaction in Antam’s Precious Metal Products (A Kano Model Analysis)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Nur Rahmawati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Precious Metal ◽  
Basic Needs ◽  
Model Analysis ◽  
Pure Gold ◽  
Kano Model ◽  
One Dimensional ◽  
Metal Products

Abstract. This researcher aims to map and analyze the customer loyalty and satisfaction of Antam's Precious Metal (LM) products through four categories of the Kano model. These include one dimensional or performance needs, must be or basic needs, attractive or excitement needs, and indifferent needs. This is a qualitative research with data obtained from interviews, observation and documentation. The study shows that the value of customer loyalty and satisfaction in Precious Metal products, referring to the Kano model analysis, is included in the one-dimensional or performance requirements. Here, the level of satisfaction is directly proportional to the performance attributes. This means that the performance attributes can affect the level of customer satisfaction. Pure Gold, as an Antam’s Precious Metal products, is not considered as must-be or basic needs. It is regarded as attractive or excitement needs due to the rapid development of PT. Antam which is strongly influenced by the quality and development of its product attributes, especially the precious metal products. This study proposes the formation of classification of customer satisfaction using the Kano model and customer loyalty so that it provides benefits in terms of the classification of customer satisfaction.Keywords: Loyalty, Satisfaction, Customer, Antam and Kano Model Analysis Abstrak. Penelitian ini bertujuan untuk memetakan dan menganalisis loyalitas dan kepuasan konsumen produk Logam Mulia (LM) Antam melalui empat kategori model Kano yaitu: one dimensional atau performance needs, must be atau basic needs, atractive atau excitement needs, dan Indifferent. Penelitian ini merupakan penelitian kualitatif dengan data yang diperoleh melalui wawancara, observasi dan dokumentasi. Hasil penelitian ini menunjukkan bahwa nilai loyalitas dan kepuaan konsumen pada LM Antam, perspektif model Kano, masuk pada kategori one dimensional atau performance needs. Ini berarti tingkat kepuasan berbanding lurus dengan kinerja atribut, sehingga berdampak pada tingginya kepuasan konsumen. Sedangkan emas LM Antam tidak masuk kategori must be atau basic needs, atractive atau excitement needs, dan Indifferent karena perkembangan pesat PT. Antam saat ini sangat dipengaruhi oleh kualitas dan perkembangan Atribut produk, khususnya pada LM Antam. Hasil penelitian tersebut berimplikasi pada terbentuknya klasifikasi kepuasan konsumen dengan menggunakan model Kano dan loyalitas konsumen. Hal ini memberikan manfaat dalam hal klasifikasi kepuasan konsumen.Kata kunci: Loyalitas, Kepuasan, Konsumen, Antam dan Model Kano

scholarly journals Identifying and classifying attributes of packaging for customer satisfaction-A Kano Model Approach

2021 ◽  
Vol 9 (1) ◽  
pp. 57
Author(s):  
S. K. Dash
Keyword(s):  
Customer Satisfaction ◽  
Quality Attributes ◽  
Kano Model ◽  
One Dimensional ◽  
Customer Perspective ◽  
Packaging Industry ◽  
Marketing Tool ◽  
Structured Questionnaire ◽  
Model Approach

<p>The packaging industry in India is predicted to grow at 18% annually. In recent years Packaging becomes a potential marketing tool. The marketer should design the packaging of high quality from customer perspective.  As the research in the area of packaging is very few, study of quality attributes of Packaging is the need of the hour and inevitable. An empirical research was conducted by applying Kano Model. The researcher is interested to find out the perception of the customers on 22 quality attributes of packaging. 500 respondents which were selected randomly were asked about their experience of packing on everyday commodities through a well-structured questionnaire.  The classification of attribute as must-be quality, one-dimensional quality, attractive quality, indifferent quality and reverse quality was done by three methods. Marketer should make a note of it and prioritise the attributes for customer satisfaction.</p>

scholarly journals Designing a Customer Retention Framework for Telecommunication Sector

2016 ◽  
Vol 8 (5) ◽  
pp. 48-60
Author(s):  
Ahmad Sohail Khan ◽  
Saima Majeed ◽  
Rizwan Shabbir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Service Providers ◽  
Brand Image ◽  
Customer Retention ◽  
Mediating Effect ◽  
Telecommunication Sector ◽  
Test Technique ◽  
Telecom Industry

Abstract: Telecommunication sector has grown over last decade while transforming behavioral intentions. New entrants are exploring these behavioral intentions to attract more customers. The aim of this study is to investigate the mediating effect of customer satisfaction in telecom industry on service quality, brand image and customer retention relationship. Furthermore, it identifies the key determinants of customer retention related to telecom service providers. A fully structured questionnaire survey was conducted to collect data from 310 mobile users. Non-probability sampling technique was adopted for data collection. Regression analysis and Sobel test technique were practiced to analyze the data. The result showed that customer satisfaction mediates the relationship between service quality, brand image and customer retention. Moreover, this study found that service quality, brand image and customer satisfaction are the strongest predictors of customer retention in telecom industry of Pakistan. Therefore, to gain customer loyalty, organizations should focus current-users and target-users by providing sterling service quality

Sign in / Sign up

Export Citation Format

Share Document