کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
5081569 | 1477608 | 2010 | 9 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach
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کلمات کلیدی
موضوعات مرتبط
مهندسی و علوم پایه
سایر رشته های مهندسی
مهندسی صنعتی و تولید
پیش نمایش صفحه اول مقاله
چکیده انگلیسی
Service and product quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Several studies have applied the dummy variable regression method to recognize those product and service attributes that contribute more significantly to customer satisfaction. All attributes are classified into three quality factors (basic, performance, excitement) with each factor having different implications for customer satisfaction. This project proposes a moderated regression approach that corrects the flaws of the dummy regression method and produces more accurate attribute classification. The proposed method was validated using data collected from an online tax declaration service.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: International Journal of Production Economics - Volume 126, Issue 2, August 2010, Pages 255-263
Journal: International Journal of Production Economics - Volume 126, Issue 2, August 2010, Pages 255-263
نویسندگان
Shu-Ping Lin, Chen-Lung Yang, Ya-hui Chan, Chwen Sheu,