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Service quality assessment and enhancement using Kano model
Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of custome...
Autores principales: | , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Public Library of Science
2022
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8880948/ https://www.ncbi.nlm.nih.gov/pubmed/35213604 http://dx.doi.org/10.1371/journal.pone.0264423 |
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author | Kermanshachi, Sharareh Nipa, Thahomina Jahan Nadiri, Halil |
author_facet | Kermanshachi, Sharareh Nipa, Thahomina Jahan Nadiri, Halil |
author_sort | Kermanshachi, Sharareh |
collection | PubMed |
description | Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of customer satisfaction in different sectors as well as retail sector. However, very few have determined such characteristics using multiple approaches simultaneously in the retail store. This study aims to identify, categorize, and rank the retail store attributes, based on their effects on customer satisfaction. A survey focusing on retail store characteristics that impact customer satisfaction was developed and distributed. Over 400 responses were collected and evaluated, using the Kano model. Results showed that visually appealing facilities and error-free transactions are of prime importance to customers. They are taken for granted, but their absence plays a significant role in customer dissatisfaction. An easy-to-navigate store layout and readily available service increase customer satisfaction, but their absence doesn’t decrease customer satisfaction. Clean public areas and modern-looking equipment are important, and improvements to them increase customer satisfaction at a proportional rate. The findings of this study will assist service providers in realizing the relative importance of the attributes of retail stores and in evaluating the impacts of their current practices on customer satisfaction levels. Such importance will also help retail sector policy makers in mandating policies focusing on must-have attributes to preserve customer satisfaction. |
format | Online Article Text |
id | pubmed-8880948 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2022 |
publisher | Public Library of Science |
record_format | MEDLINE/PubMed |
spelling | pubmed-88809482022-02-26 Service quality assessment and enhancement using Kano model Kermanshachi, Sharareh Nipa, Thahomina Jahan Nadiri, Halil PLoS One Research Article Success in the retail sector is highly dependent on customer satisfaction. Maintaining a competitive edge depends upon the service providers knowing and enacting what is important to their customers. Multiple studies have employed various research approaches to identifying characteristics of customer satisfaction in different sectors as well as retail sector. However, very few have determined such characteristics using multiple approaches simultaneously in the retail store. This study aims to identify, categorize, and rank the retail store attributes, based on their effects on customer satisfaction. A survey focusing on retail store characteristics that impact customer satisfaction was developed and distributed. Over 400 responses were collected and evaluated, using the Kano model. Results showed that visually appealing facilities and error-free transactions are of prime importance to customers. They are taken for granted, but their absence plays a significant role in customer dissatisfaction. An easy-to-navigate store layout and readily available service increase customer satisfaction, but their absence doesn’t decrease customer satisfaction. Clean public areas and modern-looking equipment are important, and improvements to them increase customer satisfaction at a proportional rate. The findings of this study will assist service providers in realizing the relative importance of the attributes of retail stores and in evaluating the impacts of their current practices on customer satisfaction levels. Such importance will also help retail sector policy makers in mandating policies focusing on must-have attributes to preserve customer satisfaction. Public Library of Science 2022-02-25 /pmc/articles/PMC8880948/ /pubmed/35213604 http://dx.doi.org/10.1371/journal.pone.0264423 Text en © 2022 Kermanshachi et al https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. |
spellingShingle | Research Article Kermanshachi, Sharareh Nipa, Thahomina Jahan Nadiri, Halil Service quality assessment and enhancement using Kano model |
title | Service quality assessment and enhancement using Kano model |
title_full | Service quality assessment and enhancement using Kano model |
title_fullStr | Service quality assessment and enhancement using Kano model |
title_full_unstemmed | Service quality assessment and enhancement using Kano model |
title_short | Service quality assessment and enhancement using Kano model |
title_sort | service quality assessment and enhancement using kano model |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8880948/ https://www.ncbi.nlm.nih.gov/pubmed/35213604 http://dx.doi.org/10.1371/journal.pone.0264423 |
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