IDEAS home Printed from https://ideas.repec.org/a/ids/ijbexc/v28y2022i3p281-299.html
   My bibliography  Save this article

ServQual and modified Kano for process improvement – a case study of a medical device distributor

Author

Listed:
  • Elia Oey
  • Debby Cynthia
  • Megawati Megawati
  • Scherly Hansopaheluwakan

Abstract

Understanding customer needs in the service industry is a combination of art and science; as customer interaction is an important element in the firms' offering. The research is a case study of a medical device distributor exploring possible improvement plan for their customers. The identification of customer needs was done with ServQual framework. Quantifying the customer attribute importance was done through combination of gap analysis and modified Kano model. The used Kano model was modified in order to offset possibility of coarse scoring in the original model. For the studied company, it was recommended to prioritise the top three action plans: 'T8 – apply customer feedback/complaint form', 'T2 – perform sales effectiveness training' and 'T1 – socialised exchange procedure'.

Suggested Citation

  • Elia Oey & Debby Cynthia & Megawati Megawati & Scherly Hansopaheluwakan, 2022. "ServQual and modified Kano for process improvement – a case study of a medical device distributor," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 28(3), pages 281-299.
    • Handle: RePEc:ids:ijbexc:v:28:y:2022:i:3:p:281-299
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=126918
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbexc:v:28:y:2022:i:3:p:281-299. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=291 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.