Authors : Haeryip Sihombing, Paramananthan Balakrishnan and Kannan Rassiah
Abstract: The customer satisfaction is the fundamental of effective service deliveries. However, the overall service quality needs and on what of the factors affected are, in facts, asymmetric to the attribute level performance and overall satisfaction. Therefore, the focus of this study is to examine what the extent of services performance and facilities offered to their customers. This study conducts the survey through the distribution of questionnaires developed using Kano Method and Importance-Performance Analysis (IPA) approach towards SERVQUAL factors applied in the company of courier service delivery and post office in Melaka. Through, the 25 questions that represented 5 factors of SERVQUAL asked to 200 respondents, the results show that the factors of 'skilled/Knowledgeable' of workers (K17) and 'confident and trust' (K19) are the improvement priorities required by a courier service company and post office to satisfy their customers. This study also proposed the method on how to justify the finding of quality attributes based on the Kano Method (for consistencies and Cartesian State) as well as the combination of Kano Method with IPA for measuring the customer satisfaction into a graph.
Haeryip Sihombing, Paramananthan Balakrishnan and Kannan Rassiah, 2015. The Improvement Priorities Required for Customer Satisfaction Using Kano Model Towards IPA Method in Service Business. International Business Management, 9: 358-366.