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Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea

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  • Olimpia I. BAN

    (University of Oradea, 410087, Romania)

  • Ioana T. MESTER

    (University of Oradea, 410087, Romania)

Abstract

Kano's two-dimensional quality model is one of the best known and most used direct methods, in service quality appreciation. The main purpose of this paper is to apply and testing a two-dimensional model proposed by Noriaki Kano, in a real situation of four hotels from Oradea. The first part of the paper presents, the stages needed to build the Kano model, in the context of researches regarding the degree of satisfaction of the consumer of touristic services and the advantages of using this method. The second part of the paper describes a market research, through questionnaire, among the 125 clients of four hotels with over 50 rooms and located in key areas for the rban tourism. The results obtained show the degree of global satisfaction of the clients surveyed and allow the framing of the quality attributes into the three main categories(plus one) suggested by Kano. Applying Kano`s model we have a position of consumers face tinting of the quality characteristics, this is impossible in classical quality assessment services.

Suggested Citation

  • Olimpia I. BAN & Ioana T. MESTER, 2014. "Using Kano Two Dimensional Service Quality Classification And Characteristic Analysis From The Perspective Of Hotels' Clients Of Oradea," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 18(18), pages 30-36, December.
    • Handle: RePEc:scm:rdtusv:v:18:y:2014:i:18:p:30-36
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    References listed on IDEAS

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    2. Ivana BLEŠIÆ & Andjelija IVKOV-DŽIGURSKI & Uglješa STANKOV & Igor STAMENKOVIÆ & Milan Bradiæ, 2011. "Research Of Expected And Perceived Service Quality In Hotel Management," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 11(11), pages 6-14, December.
    3. Chen, Li-Fei, 2012. "A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry," Omega, Elsevier, vol. 40(5), pages 651-659.
    4. Chen, Chun-Chih & Chuang, Ming-Chuen, 2008. "Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design," International Journal of Production Economics, Elsevier, vol. 114(2), pages 667-681, August.
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