A new model to improve service quality in the property management industry
The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new m...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Vilnius Gediminas Technical University
2018-09-01
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| Series: | International Journal of Strategic Property Management |
| Subjects: | |
| Online Access: | https://www.tede.vgtu.lt/index.php/IJSPM/article/view/5226 |
| _version_ | 1818380179965214720 |
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| author | Ting-Yi Chiang Yeng-Horng Perng |
| author_facet | Ting-Yi Chiang Yeng-Horng Perng |
| author_sort | Ting-Yi Chiang |
| collection | DOAJ |
| description | The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services. |
| first_indexed | 2024-12-14T02:14:35Z |
| format | Article |
| id | doaj.art-0e8a468c0dde480fb9a4ed2b805645ad |
| institution | Directory Open Access Journal |
| issn | 1648-715X 1648-9179 |
| language | English |
| last_indexed | 2024-12-14T02:14:35Z |
| publishDate | 2018-09-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | International Journal of Strategic Property Management |
| spelling | doaj.art-0e8a468c0dde480fb9a4ed2b805645ad2022-12-21T23:20:40ZengVilnius Gediminas Technical UniversityInternational Journal of Strategic Property Management1648-715X1648-91792018-09-0122510.3846/ijspm.2018.5226A new model to improve service quality in the property management industryTing-Yi Chiang0Yeng-Horng Perng1Department of Architecture, National Taiwan University of Science and Technology, No.43, Sec. 4, Keelung Rd., Da-an Dist., Taipei City 10 607, TaiwanDepartment of Architecture, National Taiwan University of Science and Technology, No.43, Sec. 4, Keelung Rd., Da-an Dist., Taipei City 10 607, TaiwanThe categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services.https://www.tede.vgtu.lt/index.php/IJSPM/article/view/5226property servicesservice researchSERVQUALKano modelRefined Kano model |
| spellingShingle | Ting-Yi Chiang Yeng-Horng Perng A new model to improve service quality in the property management industry International Journal of Strategic Property Management property services service research SERVQUAL Kano model Refined Kano model |
| title | A new model to improve service quality in the property management industry |
| title_full | A new model to improve service quality in the property management industry |
| title_fullStr | A new model to improve service quality in the property management industry |
| title_full_unstemmed | A new model to improve service quality in the property management industry |
| title_short | A new model to improve service quality in the property management industry |
| title_sort | new model to improve service quality in the property management industry |
| topic | property services service research SERVQUAL Kano model Refined Kano model |
| url | https://www.tede.vgtu.lt/index.php/IJSPM/article/view/5226 |
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