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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...

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Detalles Bibliográficos
Autores principales: Kermanshachi, Sharareh, Nipa, Thahomina Jahan, Nadiri, Halil
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2022
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.
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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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