Investigating pharmaceutical logistics service quality with refined Kano's model

Chen, Mu Chen; Hsu, Chia Lin; Lee, Li Hung

doi:10.1016/j.jretconser.2020.102231

Cited by 40 publications

(24 citation statements)

References 30 publications

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“…Customers, as the drivers of competitiveness, growth, and economic integration, have transformed their behavior mid-crisis. The Kano model helps institutions categorize their service attributes into different quality elements (Chen, Hsu, & Lee, 2020). Mehta et al, (2020), suggested the urgency to study the correlation of customer behavior with customer needs during COVID-19.…”

Section: Conclusion and Suggestionsmentioning

confidence: 99%

“…Kano model is one of the models proposed to solve manufacturers and software companies' problems in designing and developing products or services that meet the customer requirements (Singh et al, 2020). With the Kano model, companies not only fulfill their customer needs but also innovate their service content (Chen et al, 2020). Kahandawa & Wijayanayake (2014) revealed that customer satisfaction is influenced by usability, ease of use, etc., which are factors that must be corrected by the financial institutions, though they also lack in comprehending the customers' actual wants from their services.…”

Section: Conclusion and Suggestionsmentioning

confidence: 99%

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The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia

Budiarani

Maulidan

Setianto

et al. 2021

J. Indones.Econ.Bus.

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Introduction/Main Objectives: This study aims to evaluate the effectiveness of digital wallets service qualities using Kano Model. Understanding customer needs and satisfaction is crucial in developing products. Background Problems: In the “new normal” era, payment method is predicted to shift to digital wallets. For quality improvement, digital wallet companies should understand customer needs and satisfaction. This study used the Kano model to analyze customer needs and satisfaction in OVO and ShopeePay, two digital wallets widely used for online shopping transactions during COVID19. Novelty: Although studies into the Kano model implementation towards e-commerce exist, there are no specific studies on the model implementation concerning digital wallet payments amid COVID-19. The Kano model is significant in understanding which software products generate high customer satisfaction, which will give a greater influence, as well as necessary attributes for the customers. Research Methods: This study employed the Kano model as one of the most relevant method to measure customer satisfaction by measured of each attribute’s quality. Finding/Results: Most features of OVO and ShopeePay are categorized into the “must be” and “one dimensional” category. The satisfaction map results indicate that most items placed in the “indifferent” quadrant denote the unfulfilled customer expectations. Conclusion: OVO and ShopeePay should improve the items placed in the “indifferent” quadrant first. This study contributes empirically and theoretically by emphasizing the Kano model’s utility for digital wallet services and providing new insights for digital wallet companies and the government on Indonesians’ usage of digital wallets in the “new normal”.

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Section: Conclusion and Suggestionsmentioning

confidence: 99%

Section: Conclusion and Suggestionsmentioning

confidence: 99%

The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia

Budiarani

Maulidan

Setianto

et al. 2021

J. Indones.Econ.Bus.

View full text Add to dashboard Cite

show abstract

“…If they are not delivered, the customers will not be dissatisfied. However, if they are delivered, customer satisfaction will be increased substantially" (Matzler et al, 1996 (Chen et al, 2020). Using Kano Model could give insights to "Hong Kong Express to identify their service areas that needed to be improved and paid attention to increase customers' satisfaction in future" (Wong & Ho, 2019) "Kano model can be deployed to identify a wide range of complex patient needs and convey its potential usefulness in the continuous improvement of the healthcare sector."…”

Section: Kano Modelmentioning

confidence: 99%

RPA Vendor Evaluation and Selection using AHP and Kano Model

Banerjee¹

2021

pae

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Robotic Process Automation (RPA) as a technology has gained momentum due to the onset of Industry 4.0. RPA is considered to be the simplest forms of automation in which, typically, the human actions are mimicked without taking into account the complex judgements associated with it. Hence, RPA is deemed fit for the rule-based tasks which are highly repetitive, bulky and are error-prone. Traditionally, organizations looking to increase its operations efficiency improve workforce utilisation, turn to RPA. With the shift in working pattern enforced by COVID-19, RPA adoption is no more a luxury, but a necessity. In a short span of time, the number of RPA vendors, that is the developers and providers of RPA software have significantly increased and due to current demands of RPA, it is expected to grow further. This increase in choices makes the vendor selection part of any RPA Implementation Project highly complex and confusing. Keeping in mind the significance of the vendor selection process, various methods of RPA Vendor Selection have been previously proposed but it is still evolving along with the changing needs of the Businesses. This Research paper aims to propose a standard model using Kano Model and Analytic Hierarch Process (AHP) such that it can be customized during each new RPA implementation project without compromising on the basic structure and method for evaluation.

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“…[25] Metode SERVQUAL dapat menyempurnakan Model Kano untuk mengeksplorasi pentingnya mengetahui persepsi dan tingkat kepuasan pengguna terhadap kualitas layanan guna mengenali layanan mana yang harus diprioritaskan peningkatannya dan layanan yang menjadi kebutuhan dasar pengguna yang dapat meningkatkan tingkat kepuasan pengguna. [26] Model kano tidak dapat menjelaskan mengapa pentingnya atribut tertentu bagi pengguna. [9] Untuk itu SERVQUAL dibutuhkan dalam menjelaskan kinerja atribut dan melihat lemah atau kuat nya suatu atribut dari hasil perhitungan GAP.…”

Section: Merchant Ovo DI Pusat Perbelanjaan (Mall Besar) Di Kota Bandungunclassified

Analysis of OVO Merchant Satisfaction Levels at 5 Shopping Centers in Bandung City Based on the Kano Model

Lahallo¹,

Wagiu

2020

JST

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Dalam industry 4.0 kemajuan teknologi mempengaruhi cara bertransaksi. Kemajuan teknologi telah menciptakan alat pembayaran secara digital yang bertujuan agar konsumen lebih mudah dalam melakukan pembayaran. Banyak pembayaran digital yang telah digunakan oleh masyarakat. Salah satunya adalah E-Wallet. E-Wallet merupakan salah satu alat pembayaran digital, pengguna harus terhubung ke server dan terhubung ke lokasi Internet.Penelitian ini bertujuan untuk menganalisa indikator-indikator yang mempengaruhi tingkat kepuasan merchant, mengetahui standar pelayanan yang sesuai dengan keinginan merchant dan mengetahui strategi perbaikan kualitas layanan OVO dengan Model Kano. Model ini bertujuan untuk menganalisis indikator-indikator yang mempengaruhi tingkat kepuasan merchant, berdasarkan seberapa baik tingkat pelayanannya mampu memuaskan kebutuhan merchant.Penelitian ini diawali dengan survei pendahuluan untuk mengetahui jumlah merchant OVO pada 5 pusat perbelanjaan di Kota Bandung. Lalu pengambilan data dilakukan dengan penyebaran data primer (kuisioner) ke merchant OVO pada 5 pusat perbelanjaan di Bandung. Hasil dari penelitian, layanan yang termasuk dalam kategori Performance Needs (O), Basic Needs (M) dan Exciteement Needs (A) mempengaruhi tingkat kepuasan. Layanan yang masuk dalam kategori Performance Needs (O) merupakan standar pelayanan yang sesuai dengan keinginan merchant OVO. Strategi perbaikan yang perlu OVO lakukan untuk meningkatkan kualitas layanan adalah dengan meningkatkan indikator-indikator yang menjadi kebutuhan dasar pengguna.

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Investigating pharmaceutical logistics service quality with refined Kano's model

Cited by 40 publications

References 30 publications

The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia

The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia

RPA Vendor Evaluation and Selection using AHP and Kano Model

Analysis of OVO Merchant Satisfaction Levels at 5 Shopping Centers in Bandung City Based on the Kano Model

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