Refining Kano's ‘quality attributes–satisfaction’ model: A moderated regression approach

Lin, Shu-Ping; Yang, Chen‐Lung; Chan, Ya-Hui; Sheu, Chwen

doi:10.1016/j.ijpe.2010.03.015

Cited by 95 publications

(96 citation statements)

References 32 publications

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“…Service quality is a multidimensional construct consisting of several attributes [21]. According to Kano these attributes can be classified into one of five categories.…”

Section: Discussionmentioning

confidence: 99%

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Plehn¹,

Folkert²,

Meissner³

et al. 2016

J Tourism Hospit

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Introduction: Medical tourism is a steadily growing market in Germany and has a great value of economic interest. Although the majority of patients come from Russia, little information on the needs and expectations of this patient group exists.Methods: Based on the Kano model which is an established research tool for assessing customer's expectations in industry and healthcare, an online questionnaire was constructed. Based on literature review and an interview with a leading medical tourist agency 15 relevant service requirements were identified. Participant recruitment was accomplished via social media platforms and email invitation of Russian patients who have already received care in Germany. A typical stepwise analysis was performed after the Kano categories were derived for each requirement. As a supplementary aspect an analysis of the relative importance and satisfaction levels was performed.Results: 152 participants without (pn) and 38 with (pw) previous experiences in the German healthcare system completed the questionnaire. 9 requirements were categorized as a one-dimensional, 4 as an attractive and one each as a must-be and an indifferent attribute by pn-subjects. Almost all requirements which were classified as onedimensional by pn-subjects were classified as must-be attributes by pw-subjects. Conclusion:Typical one-dimensional attributes were related to services associated with the planning and travel process, typical attractive requirements were associated with additional support during hospital stay as a sophisticated room equipment and Russian-speaking staff. To maintain satisfaction must-be and attractive attributes have to be well controlled mainly by facilitating the travel process. Disproportional gains in satisfaction can be achieved by special offers during hospital stay.

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“…Service quality is a multidimensional construct consisting of several attributes [21]. According to Kano these attributes can be classified into one of five categories.…”

Section: Discussionmentioning

confidence: 99%

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Plehn¹,

Folkert²,

Meissner³

et al. 2016

J Tourism Hospit

View full text Add to dashboard Cite

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“…For example, there is a view that perception based parts are more important in the SERVQUAL instrument (Roses et al, 2009). Though the causal relationship between restaurants quality and customer satisfaction been accepted in theory, not many studies have verified this relationship in restaurant industry in a practical context (Lin et al, 2010;Cao and Kim, 2015). With the purpose of filling the gap, this study intends to examine the correlation between perceived restaurant quality and customer satisfaction.…”

Section: Service Quality and Measurementmentioning

confidence: 99%

Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant

Ramanathan

Yun

Ramanathan

2016

Benchmarking: An International Journal

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Purpose:In service sector, measuring quality of services is generally acknowledged to be difficult as it involves many psychological features. Hence, identifying the determinants of service quality and linkages with customer satisfaction is a challenging research topic. In this study, we take up a research study to address this challenge. Specifically, we examine the importance of factors influencing customer satisfaction in the context of a Chinese buffet restaurant in the UK. Design:We use a questionnaire based on the SERVQUAL instrument for the purpose. Using exploratory and confirmatory factor analyses, we have found that service quality could be grouped into four main factors -service, food, ambience and price. Findings:Using multiple regression analysis, we have found that food is the most significant factor influencing customer satisfaction, followed by price, ambience, and service respectively. Using a multi-group analysis, we have found interesting moderating roles of age, gender and annual income on the influence of the four factors on satisfaction: ambience is considered significant by male customers while it is not significant for female customers; the influence of price on satisfaction is much higher for female customers than for male customers; food and service factors are important for younger customers while price is important for older customers; price is important for customers with lower levels of income but not important for high-income customers. Practical implications:These results are useful to restaurant managers in allocating appropriate levels of resources to different factors based on their contributions to customer satisfaction in order to maximize customer satisfaction efficiently and effectively. Originality:Analysis and findings of this research are based on the customers' survey data of a Chinese buffet restaurant in the UK. We have found an interesting ranking of the importance of service factors: food followed by price, ambience, and service. Our results on the moderating role of customer characteristics provide newer insights in the literature on service quality. Our research findings can help the hotel management to improve their service levels to attain maximum customer satisfaction.

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“…Waste reduction is typically accomplished through the reduction of dysfunctional variability and non-value-added activities with the help of various operational instruments and tools to (i) specify value in terms of the customer (kano-analysis: Lin, Yang, Chan, & Sheu, 2010;Ward, Liker, Cristiano, & Sobek, 1995), (ii) map the value stream -and eliminate non-value-added tasks (e.g. value stream mapping : Tyagi, Choudhary, Cai, & Yang, 2015), (iii) create continuous, singlepiece flow wherever possible; (iv) only flow a product when a customer pulls it (with the help of a kanban system or a two-bin system for instance : Landry & Beaulieu, 2010) and (v) seek perfection through CI (Spear & Bowen, 1999;Womack & Jones, 1996;Womack, Jones, & Roos, 1990).…”

Section: Lean Managementmentioning

confidence: 99%

Exploring the impact of higher management’s leadership styles on Lean management

Assen

2016

Total Quality Management & Business Excellence

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Refining Kano's ‘quality attributes–satisfaction’ model: A moderated regression approach

Cited by 95 publications

References 32 publications

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Expectations of Russian Medical Tourists on German Health Care Services: A Kano Model-Based Analysis

Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant

Exploring the impact of higher management’s leadership styles on Lean management

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