A New Perspective in Integrated Facility Management: Using Kano Model to Evaluate Design and Construction, Operation, and Human Capital Attributes

Nipa, Thahomina Jahan; Kermanshachi, Sharareh

doi:10.1061/9780784482889.084

Cited by 1 publication

(2 citation statements)

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“…Satisfied customers are becoming a measure of economic wellbeing for retailers, with many stores tying customer satisfaction scores to employee compensation, signifying that a good satisfaction score indicates good revenue [13]. The successful operation of retail stores requires building strong relationships between the customers and the employees [4], as satisfied customers are generally loyal customers, who are frequent shoppers and recommend the store to their friends [3]. Hence, it is important for retailers to determine the factors that affect customer satisfaction.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…The many opportunities available in the retail sector are leading more and more people to invest and/or to engage in it, which increases the competition and makes it vital that service providers think and act innovatively to keep their customers happy. Customer satisfaction is considered a measure of customer loyalty [3,4], and customer loyalty produces commitment and attachment that prevent the customer from exploring the advantages of competitors [5,6]. Quality service determines whether the store will have a loyal and satisfied customer base, but modern customers demand more than just a high-quality product.…”

Section: Introductionmentioning

confidence: 99%

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Service quality assessment and enhancement using Kano model

2022

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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.

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Section: Customer Satisfactionmentioning

confidence: 99%