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Customer perception of logistics service quality using SIPA and modified Kano : case study of Indonesian e-commerce
Masudin, Ilyas; Hanifah, Yulyetha Kurnia Putri; Dewi, … - In: Logistics 6 (2022) 3, pp. 1-23
discusses the quality of logistics services that serve e-commerce by comparing the quality of its competitors in Indonesia is … performance of the two logistics services. A dynamic cycle of service attributes encourages using Kano Modification in this study …
Persistent link: https://www.econbiz.de/10013287888
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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
Hu, Kai-Chieh; Chia, Kai-Chieh; Lu, Mingying; Liang, Ya-Lan - In: The international journal of logistics management 33 (2022) 2, pp. 477-498
Persistent link: https://www.econbiz.de/10013429509
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Understanding big data-driven supply chain and performance measures for customer satisfaction
Thekkoote, Ramadas - In: Benchmarking : an international journal 29 (2022) 8, pp. 2359-2377
Persistent link: https://www.econbiz.de/10013371221
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Corporate culture and firm performance : a service-oriented perspective
Vigolo, Vania; Bonfanti, Angelo; Magliocca, Pierpaolo; … - In: International journal of managerial and financial accounting 8 (2016) 2, pp. 109-123
Persistent link: https://www.econbiz.de/10011643411
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Improving bank's customer service on the basis of quality management tools
Novokreshchenova, O. A.; Novokreshchenova, N. A.; … - In: European research studies 19 (2016) 3B, pp. 19-38
Persistent link: https://www.econbiz.de/10012009413
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Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model
Golrizgashti, Seyedehfatemeh; Hejaz, Amir Razavi; … - In: International journal of services, economics and management 11 (2020) 2, pp. 137-166
Persistent link: https://www.econbiz.de/10012285568
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Classifying customer requirements using Kano model and Kano map : the case of hospital services
Shahin, Arash; Akasheh, Sajad - In: International journal of productivity and quality … 21 (2017) 4, pp. 500-515
Persistent link: https://www.econbiz.de/10011816880
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Methodology implications in automotive product-service systems : a systematic literature review
Sabbagh, Omar; Mohd Nizam Ab Rahman; Wan Rosmanira Ismail; … - In: Total quality management & business excellence : an … 28 (2017) 13, pp. 1632-1668
Persistent link: https://www.econbiz.de/10011817067
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The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina; Izvercian, Monica; Pugna, Adrian Pavel - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
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The effect of service quality on customer satisfaction in an automotive after-sales service
Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12
Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...
Persistent link: https://www.econbiz.de/10012507332