A Strategy for EMS Service Quality Improvement Using Kano Model and Improvement-Gap Analysis

Kim, Myung Sub; Riew, Moon Charn

doi:10.7469/jksqm.2015.43.3.397

Cited by 2 publications

(2 citation statements)

References 10 publications

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“…Yoshimitsu et al [24] combined the ideas of the Kano model with prospect theory and proposed a quantified evaluation method of customer satisfaction based on the service expectation information of users. Kim and Riew [25] put forward a quality improvement strategy for Korea's Express Mail Service (EMS) by using the traditional Kano and improvement Gap model to classify and prioritize the service quality attributes. To address the deficiencies of traditional Kano, Meng et al [26] proposed a QKNO method to improve service quality in express service only by building the quantitative satisfaction index and importance index.…”

Section: Kano Model and Its Application In Express Servicementioning

confidence: 99%

“…Formula (20) illustrates the standardization of the discrete SE; formula (21) represents the constraint that only one service element can be selected for discrete SE value. Formula (22) shows that the total cost of the optimal design cannot exceed the budget; formula (23) illustrates that the SE fulfillment level is converted into the achievement level of CR; formula (24) indicates that the range of x j is 0 to 1, and formula (25) indicates that x jk is a binary variable.…”

Section: S Y 1 Ymentioning

confidence: 99%

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An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

Shan

Fan

Long

et al. 2022

Discrete Dynamics in Nature and Society

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Service quality is the soul of express enterprises forever. It is of great practical significance for winning customer satisfaction, improving the market competition, and realizing sustainable performance. Unlike tangible products, express delivery service has the characteristics of intangibility, heterogeneity, indivisibility, and instability. While customer demands are complex and changeable and unpredictable, incorporating complex customer requirements into service design has been a growing interest of researchers and practitioners. This paper proposed an optimization design framework based on the quantitative Kano (QKNO) and the fuzzy quality function deployment (FQFD) to effectively achieve the best matching of enterprise service elements under the uncertainty and imprecise judgment information. An empirical study is conducted to verify the feasibility of the proposed approach. The results show that the framework could guide the express company to prioritize the enterprise service elements to maximize customer satisfaction and provide a reasonable budget allocation scheme to set the best resources match. It has theoretical and practical meaning for express enterprises to implement customization service strategy and improve service quality under the limited budget, which could be further extended to other service industries to make optimization decisions.

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Section: Kano Model and Its Application In Express Servicementioning

confidence: 99%

Section: S Y 1 Ymentioning

confidence: 99%

An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

Shan

Fan

Long

et al. 2022

Discrete Dynamics in Nature and Society

View full text Add to dashboard Cite

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An Analysis of Ordinary Mail Service Quality Attributes using Kano Model and Decision Tree Model

Choi¹,

Riew²

2016

J Korean Soc Qual Manag

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Purpose: The demand for ordinary mail services supplied by 'Korea POST' is decreasing due to the opening of mail service market and the growth of alternative communication media such as e-mail and SNS. To overcome this situation it is urgent to introduce new services that can be able to appeal customers and to improve existing services. Methods: A field survey is conducted to corporate customers who send ordinary mails and individual customers who receive these mails, respectively. Quality attributes of ordinary mail services are classified by two-dimensional perspectives in terms of Kano model. Decision tree model is utilized for classifying the quality attributes. Comparative analyses are done whether there are perceived differences on each quality attributes between corporate customers and individual customers. Results: Quality attributes such as 'discount postal charges', 'sending small packages by simply dropping it into a mail box', 'sending a mail of any appearance', 'delivering a mail anywhere', and 'receiving a mail at a preferred time where a customer is located ' are classified differently according to some market segments, while most of the quality attributes are classified as attractive or one-dimensional. Conclusion: Decision tree model has been found to be most effective to classify quality attributes for each market segment especially when trying to classify quality attributes belonging to 'gray areas'. Based on the perceived differences on quality attributes among customers, strategic implications are suggested to obtain potential customers and to have competitive advantages.

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A Strategy for EMS Service Quality Improvement Using Kano Model and Improvement-Gap Analysis

Cited by 2 publications

References 10 publications

An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

An Optimization Design Method of Express Delivery Service Based on Quantitative Kano Model and Fuzzy QFD Model

An Analysis of Ordinary Mail Service Quality Attributes using Kano Model and Decision Tree Model

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