Integrating Fuzzy SERVQUAL into Refined Kano Model  

Oleh:

Yang, Ching-Chow ; Mu, Pen-Po ; Sukwadi, Ronald

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-21.
Topik: Fuzzy SERVQUAL; Refined Kano; higher education; satisfaction
Fulltext: Ching_Chow_Yang__Taiwan__Integrating_Fuzzy_SERVQUAL.pdf (245.36KB)

Isi artikel

This study presents an integrated model by incorporating the SERVQUAL model with fuzzy mode into the Refined Kano model in order to determine the critical customer needs. This integrated model is based on the importance and satisfaction survey of quality attributes. This approach can fulfill two objectives, First, through the SERVQUAL model with the fuzzy mode, it will not only discriminate out options for the service quality, but also simultaneously render the discretions on the linguistic implications much more accurate. Second, combining the fuzzy SERVQUAL and Refined Kano model can provide a new tool to determine the rank order of service attributes, which can enhance and improve the customer satisfaction. To illustrate our integrated model, we have incorporated an empirical case study of a private university which suggests that the integrated approach of service quality model can give contribution to higher education area.

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