IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0264423.html
   My bibliography  Save this article

Service quality assessment and enhancement using Kano model

Author

Listed:
  • Sharareh Kermanshachi
  • Thahomina Jahan Nipa
  • Halil Nadiri

Abstract

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.

Suggested Citation

  • Sharareh Kermanshachi & Thahomina Jahan Nipa & Halil Nadiri, 2022. "Service quality assessment and enhancement using Kano model," PLOS ONE, Public Library of Science, vol. 17(2), pages 1-17, February.
  • Handle: RePEc:plo:pone00:0264423
    DOI: 10.1371/journal.pone.0264423
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0264423
    Download Restriction: no

    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0264423&type=printable
    Download Restriction: no

    File URL: https://libkey.io/10.1371/journal.pone.0264423?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Muzi Xie & Hong-bumm Kim, 2022. "User Acceptance of Hotel Service Robots Using the Quantitative Kano Model," Sustainability, MDPI, vol. 14(7), pages 1-20, March.
    2. Berthon, Pierre & Chohan, Raeesah & Pehlivan, Ekin & Rabinovich, Tamara, 2022. "Fixing fake news: Understanding and managing the marketer-consumer information echosystem," Business Horizons, Elsevier, vol. 65(6), pages 729-738.

    More about this item

    Statistics

    Access and download statistics

    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:plo:pone00:0264423. 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: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    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.