INTEGRATING SERVQUAL AND KANO’S MODEL INTO QFD FOR SERVICE EXCELLENCE DEVELOPMENT

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TAN KAY C.; PAWITRA THERESIA A.

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Journal Paper

Paper Information

Journal: MANAGING SERVICE QUALITY Year:2001 | Volume:11 | Issue:6 Page(s): 418-430

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Information Journal Paper

Title

INTEGRATING SERVQUAL AND KANO’S MODEL INTO QFD FOR SERVICE EXCELLENCE DEVELOPMENT

Author(s)

TAN KAY C. | PAWITRA THERESIA A. | Issue Writer Certificate

Keywords

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Abstract

Cites

GAP ANALYSIS BETWEEN PERCEPTIONS AND EXPECTATIONS OF SERVICE RECIPIENTS THROUGH SERVQUAL APPROACH IN YAZD, AFSHAR HOSPITAL
IDENTIFICATION AND RANKING THE FACTORS AFFECTING ON THE STUDENT SATISFACTION ABOUT THE SERVICES DEVELOPED BY THE UNIVERSITY BY USING KANO’S MODEL CASE STUDY OF ISLAMIC AZAD UNIVERSITY – FIROUZKOUH BRANCH
IDENTIFICATION AND PRIORITIZATION OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION FOR ABC POWDER PRODUCT OF KONDOR COMPANY USING KANO’S MODEL

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APA: Copy

TAN, KAY C., & PAWITRA, THERESIA A.. (2001). INTEGRATING SERVQUAL AND KANO’S MODEL INTO QFD FOR SERVICE EXCELLENCE DEVELOPMENT. MANAGING SERVICE QUALITY, 11(6), 418-430. SID. https://sid.ir/paper/570916/en

Vancouver: Copy

TAN KAY C., PAWITRA THERESIA A.. INTEGRATING SERVQUAL AND KANO’S MODEL INTO QFD FOR SERVICE EXCELLENCE DEVELOPMENT. MANAGING SERVICE QUALITY[Internet]. 2001;11(6):418-430. Available from: https://sid.ir/paper/570916/en

IEEE: Copy

KAY C. TAN, and THERESIA A. PAWITRA, “INTEGRATING SERVQUAL AND KANO’S MODEL INTO QFD FOR SERVICE EXCELLENCE DEVELOPMENT,” MANAGING SERVICE QUALITY, vol. 11, no. 6, pp. 418–430, 2001, [Online]. Available: https://sid.ir/paper/570916/en

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