Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age

Chen, Yen Hsun; Chou, Ying Liang; Tsai, Chung Lin; Chang, Han Chao

doi:10.1080/23311975.2018.1441593

Cited by 7 publications

(12 citation statements)

References 33 publications

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“…Respondent selects from the following options: "live-with," "must-be," "dislike," "neutral" or "like." The responses are subjected to cross-comparison for the frequency categorization of the attributes (Chen et al, 2018b). If an attribute does not definitively fall into a specific category or if multiple attributes have the same frequency, the following ranking is applied: Chen et al, 2018b;Hu and Hsao, 2016;Matzler et al, 1996).…”

Section: Kano Modelmentioning

confidence: 99%

“…It involves the administration of a questionnaire that mainly concerns consumer requirements and includes questions both in the “dysfunctional” and “functional” designs (Berger et al , 1993; Löfgren and Witell, 2008; Kano et al , 1984). Respondent selects from the following options: “live-with,” “must-be,” “dislike,” “neutral” or “like.” The responses are subjected to cross-comparison for the frequency categorization of the attributes (Chen et al , 2018b). If an attribute does not definitively fall into a specific category or if multiple attributes have the same frequency, the following ranking is applied: I < A < O < M (Chen et al , 2018b; Hu and Hsao, 2016; Hu and Lee, 2011; Matzler et al , 1996).…”

Section: Literature Reviewmentioning

confidence: 99%

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Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

Chia

et al. 2021

IJLM

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PurposeThe purpose of the study is to clarify the quality of home delivery logistics services from the perspectives of customers and provide insight to aid the prioritization of service quality improvements and guide managerial strategic planning.Design/methodology/approachThe study used a three-dimensional model that integrated Kano model, goal difficulty (GD) and importance–performance analysis (IPA) for investigating service quality aspects emphasized by customers and determine which attributes should be prioritized according to an enterprise's resource and capability constraints. Data were collected through questionnaires administered to the customers and managers of five primary home delivery logistics service enterprises and six small to medium-sized enterprises in Taiwan. Improving the quality of home delivery logistics services has become of increased interest for enterprises.FindingsThe three most important attributes, ranked in order of priority for improvement, were the protection of customers' personal information, delivery of products without damage and reasonable compensation standards for product damage. The study concludes that enterprises should prioritize the improvement of these attributes. Implications, detailed explanations and directions for further investigations are also proposed.Originality/valueThe study discusses the importance and relevant satisfaction levels of service quality attributes from the perspective of customers while also considering the limitations of companies' resources and capabilities. The results indicate that the method can be used to identify service quality attributes of home delivery logistics and formulate strategies for enhancing customer satisfaction.

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Section: Kano Modelmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

Chia

et al. 2021

IJLM

View full text Add to dashboard Cite

show abstract

“…They concluded that the greatest reason for delays was limited space, and therefore, recommended that the automobile dealership undergo capacity adjustment, increase the number of working hours (shifts), and replace the manual car washing machines with automated ones. Chen et al (2018) examined the effect of first-time buyers' age on customer satisfaction and loyalty with regards to car service. They also used the five dimensions of the SERVQUAL scale to measure the quality of service and focused on six statements for each dimension.…”

Section: Research On Quality In the Automotive Industrymentioning

confidence: 99%

Dimensions of Vehicle Quality: Scale Development Study

Yıldız¹,

Çavdar²

2020

BİLTÜRK Journal of Economics and Related Studies

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The aim of this study was to develop a scale to evaluate vehicle quality (cars and light commercial vehicles). The study also compared owners' assessment of the current status of their vehicles with the level of importance they assigned to the dimensions of vehicle quality. The sample consisted of 561 automobile owners. Data were collected using a questionnaire. Analysis revealed nine dimensions; reliability, user-friendliness, serviceability, performance, high-endness, aesthetics, perceived quality, comfort, and price. The gap between vehicle quality importance level and current vehicle status scores was greatest in the dimension "high-endness," followed by serviceability, reliability, comfort, price, key features, user-friendliness, perceived quality, and "aesthetics."

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“…This allows us to obtain the corresponding functions of subjective preferences, implying the proportionality of preferences to alternative damage and failure intensities. In the studies of the authors of the paper [4], regression analysis was used to analyze the correlation between the quality of service and customer loyalty in car service centres, and then the qualitative components of the modified Kano model were encoded to determine whether the statistical values correspond to the F-distribution. and were used to confirm the capabilities of the Kano model in quantitative studies.…”

Section: Introductionmentioning

confidence: 99%

Methodology for determining standards of technical operation of vehicles taking into account their technical condition

Khaliullin

Akhmetzyanov

Arslanov

et al. 2021

20th International Scientific Conference Engineering for Rural Development Proceedings

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One of the important standards of technical operation of motor vehicles is the frequency of their maintenance. The correct definition of it directly affects the amount of specific operating costs and is one of the most important tasks of engineering and technical workers. At the same time, their reduced values, although they lead to an increase in the reliability of vehicles, but they increase the frequency of downtime and the cost of operation, as well as increase the share of unused resources of serviced systems and mechanisms. In this paper, we consider an economic-probabilistic method for determining the frequency of maintenance. There are two tactics for implementing this method: by operating time and by technical condition. For all its simplicity, the method of determining the operating time has a number of disadvantages, namely, it does not take into account the technical condition of the serviced mechanisms and units at the current moment. This increases the complexity of performing maintenance operations, and their cost increases accordingly. The method of determining the frequency of maintenance by condition is considered. In this case, all work on the maintenance of mechanisms and aggregates of vehicles is divided into diagnostic and executive components. At the first stage, their technical condition and resource are determined until the next scheduled maintenance. If this resource is not enough to run before this event, then a decision is made to perform the executive part of the work. With a larger resource, the executive part is postponed until the next scheduled maintenance. The determination of the frequency of maintenance is based on the results of comparing the specific operating costs for routine repairs with the weighted average costs for maintenance and routine repairs.

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Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age

Cited by 7 publications

References 33 publications

Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services

Dimensions of Vehicle Quality: Scale Development Study

Methodology for determining standards of technical operation of vehicles taking into account their technical condition

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