Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality

The Integration of TQM and Six-Sigma

“…There are several researchers who have given similar definitions, for examples, see [4,5,6]. Japanese Industrial Standard (JIS Z8101) and International Standard Organization (ISO 8402-1986) give the same definition of 'quality' as the totality of features and characteristics of a product/service which determines the ability to satisfy the customers' needs and expectations in [7]. Thus, the providers of products/services need to determine the specifications upon these features and characteristics which can meet the customers' requirements and expectations.…”

Analysis of suppliers' preferences to a manufacturer using Kano model and performance value analysis

“…Mikulić (2007) reviewed the application of Kano model in the market research from 1984 to 2006 and has given account of complete list of research studies conducted using Kano model. It was also used in measuring customer satisfaction with information systems (Chikara and Takahashi, 1997), measuring employee satisfaction (Matlay and Peters, 2005), service quality criteria (Schvaneveldt et al, 1991) and manufacturing process criteria (Avikal et al, 2014). Few interesting latest applications of Kano model away from traditional customer satisfaction are: Huang et al (2015) applied Kano-model different from its traditional measurement of customer preference to study service quality items for maintenance and repair of motor vehicles; Salehzadeh et al (2015) used Kano model in the organisational behaviour domain to study the managers' satisfaction; Chuang and Chen (2013) applied the Kano model to exploit the service quality in real estate brokering industry; Ko et al (2012) conducted comparative analysis of experience-oriented customer needs with manufacturer supplies using Kano model.…”

Total Quality Management in Sport Industry

“…The similarities and dissimilarities among the three conceptualizations of Zeith aml et al (1990), Lehtinen and Lehtinen (1991), and Schvaneveldt et al (1991) are shown in Table 8.…”