Managing the Competitiveness of Moscow Underground (Metro) Based on Consumer Satisfaction

This article presents an original methodology of consumer assessments of satisfaction with the quality of a product/service based on N. Kano's model; the article describes a study of customer satisfaction with the technical quality of Moscow underground (metro) services carried out in accordance with the methodology developed by the authors aimed at justifying management decisions to increase the competitiveness of metro system.

Applying Quality Function Deployment in Open Innovation Engineering

The purpose of the present study was to identify the customer requirements and engineering attribute expectations of an innovative product to which a Kano’s model and quality function deployment (QFD) analysis was applied. In order to accomplish the research, a new water filling machine design was used as the case study. This alternative machine was aimed at making life more convenient and to support people interested in small businesses, since a Do-It-Yourself (DIY) filling machine saved production costs. This research began by classifying the obtained answers from questionnaires into groups. We then conducted a statistical analysis on potential users. The number of elements of the customer requirements was 11 and the number of engineering attributes expected was 5. The customer requirements of the innovated automatic filling machine was quickly identified. The machine, therefore, was designed and evaluated according to the considerations and relationships between customer requirements and engineering characteristics, where the cost and the machining capacity were considered important factors in the analysis.

SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of 5 service quality dimension called RATER model which consider passenger perception in 22 criteria to measure and integrate with Kano’s Model in airport service measurement to find the Satisfaction Index (SI) and Dissatisfaction Index (DI) of passenger perception. Airport operations and management team can use the developed quality framework to improve airport service quality. The research value is to extended service quality level by provides a comprehensive service management in airport operations to meet the passenger expectation to improved image. The newly developed conceptual model with SERVQUAL and Kano’s Model integrated.