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Integrating SERVQUAL and Kano Model using SEM based Framework for Determining Critical Service Attributes
Article from Proceeding
International Symposium of Quality Management (ISQM) - Thinking in Quality: The Change and the Unchanged in the Economic Turmoil (Taipei, 6-7 November 2009)
structural equation model
Facing many rapid changes and callenges in the ever-increasing competitive pressures, many companies have employed serviced quality as a principle competitive weapon. Service companies are increasingly focusing on determining critical attributes in order to fulfill customer needs. This objective can be realized through an integrated model of SERVQUAL and Kano Model using Structural Equation Modeling (SEM) based framework. This paper reviewed some insightful literatures concerning SERVQUAL, Kano model and SEM. The aim of this paper is to develop an integrated model of those methods that acquire accurate service attributes that can promote customer satisfaction, customer loyalty and also eliminate resource wastage. The integrated model implementation is illustrated empirically in case study of a Zoological Park in Jakarta, Indonesia.
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