“…Many previous studies have applied the Kano model to measure customer satisfaction. Related research includes that done on hotel industry (Dominici & Palumbo, 2013;Yang, Jou, & Cheng, 2011), the food and beverage industry (Chen, 2012), airlines (Basfirinci & Mitra, 2015;Hu & Hsiao, 2016), and product and service design (Borgianni & Rotini, 2015;Kim & Choi, 2017). However, most of this research addresses service business, and little research is focused on service quality in the property management industry.…”