Exploring service quality combining Kano model and importance-performance analysis customer satisfaction of luxury housing service management
نویسندگان
چکیده
منابع مشابه
Evaluation of customer satisfaction about Bank service quality
This research has studied and ranked the service quality and its relation with customers' satisfaction in a bank in Iran. In the theoretical principles section, the concepts and denitions related to services, satisfaction, banking and research background have been studied. The statistical community of the study was all the bank customers that have referred to the bankand have had interest-free ...
متن کاملMobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
This research aimed at applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...
متن کاملImpact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
متن کاملA Quality Function Deployment Based Approach in Service Quality Analysis to Improve Customer Satisfaction
In metropolitan development management, quality of public services is influential in every public sector to satisfaction of citizens on quality of services. Nowadays, satisfaction are with such important matters that should be considered in the planning, implementation, management and maintenance of many public services such as subway, transportation, traffics, parks, markets and so on. Th...
متن کاملCustomer Perceptions of Service Quality Towards Luxury Hotels in Odisha Using Servqual Model
The purpose of this research paper is to determine the service quality of luxury hotels in Odisha using the SERVQUAL approach. The delivery of high quality services is one of the most important and most difficult tasks that any service organization faces due to its unique characteristics such as intangibility, perishability, heterogeneity and inseparability. Service quality is the degree and di...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: International Journal of Services, Economics and Management
سال: 2020
ISSN: 1753-0822,1753-0830
DOI: 10.1504/ijsem.2020.10028626