Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models
Over the past two decades, developed countries were shadowed by moving toward service-based economics, which is recently affecting developing countries. Due to such transformation, scientific parties became interested in and managers tried to increasingly recognize effective factors of quality of se...
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| Format: | Article |
| Language: | English |
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Mashhad: Behzad Hassannezhad Kashani
2017-05-01
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| Series: | International Journal of Management, Accounting and Economics |
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| Online Access: | https://www.ijmae.com/article_115023_aefb2d60a54613439d2a6dc2e583d0ac.pdf |
| _version_ | 1797690321929240576 |
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| author | Abbas Sharifipour Ali Hosseinzadeh Majid Hassanzadeh Torbati Ali Nakhchian |
| author_facet | Abbas Sharifipour Ali Hosseinzadeh Majid Hassanzadeh Torbati Ali Nakhchian |
| author_sort | Abbas Sharifipour |
| collection | DOAJ |
| description | Over the past two decades, developed countries were shadowed by moving toward service-based economics, which is recently affecting developing countries. Due to such transformation, scientific parties became interested in and managers tried to increasingly recognize effective factors of quality of service (QoS) and customer satisfaction. The present study made efforts to cover each model weaknesses using strengths of the other through integrating the two well–known models of Kano & Servqual. The survey was conducted at Customs of Mashhad Airport trying to identify customer satisfaction effective factors. 120 questionnaires were randomly distributed among the customs’ clients. The effect of SERVQUAL model dimensions on client satisfaction was identified t=using five research hypotheses; next, each dimension was classified in one of the three requirement categories of KANO model; then, the relationship between factors of quality of service model with the requirements was examined. Research result revealed that more than 50% of changes in dependent variable (satisfaction) are explained by quality of service model components and 75% of changes in customer satisfaction were predicted by functional and motivational requirements. Moreover, There was seen a significant relationship between quality of service model components and Kano functional and motivational requirements. Finally, some suggestions are recommended to improve the organization quality of services and to advice for future research. |
| first_indexed | 2024-03-12T01:57:51Z |
| format | Article |
| id | doaj.art-1f58dea1a5754ad7a2b17cfa7ff0a455 |
| institution | Directory Open Access Journal |
| issn | 2383-2126 |
| language | English |
| last_indexed | 2024-03-12T01:57:51Z |
| publishDate | 2017-05-01 |
| publisher | Mashhad: Behzad Hassannezhad Kashani |
| record_format | Article |
| series | International Journal of Management, Accounting and Economics |
| spelling | doaj.art-1f58dea1a5754ad7a2b17cfa7ff0a4552023-09-07T21:53:36ZengMashhad: Behzad Hassannezhad KashaniInternational Journal of Management, Accounting and Economics2383-21262017-05-0145578595115023Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual ModelsAbbas Sharifipour0Ali Hosseinzadeh1Majid Hassanzadeh Torbati2Ali Nakhchian3Office of Studies & Capacity Building, Customs Administration of Islamic Republic of IranDepartment of Management, Torbat-e-Heydareih Branch, Islamic Azad University, Torbat-e-Heydareih IranDepartment of Management, Torbat-e-Heydareih Branch, Islamic Azad University, Torbat-e-Heydareih IranDeputy of Education ,Tax Applied Sciences University, Mashhad, IranOver the past two decades, developed countries were shadowed by moving toward service-based economics, which is recently affecting developing countries. Due to such transformation, scientific parties became interested in and managers tried to increasingly recognize effective factors of quality of service (QoS) and customer satisfaction. The present study made efforts to cover each model weaknesses using strengths of the other through integrating the two well–known models of Kano & Servqual. The survey was conducted at Customs of Mashhad Airport trying to identify customer satisfaction effective factors. 120 questionnaires were randomly distributed among the customs’ clients. The effect of SERVQUAL model dimensions on client satisfaction was identified t=using five research hypotheses; next, each dimension was classified in one of the three requirement categories of KANO model; then, the relationship between factors of quality of service model with the requirements was examined. Research result revealed that more than 50% of changes in dependent variable (satisfaction) are explained by quality of service model components and 75% of changes in customer satisfaction were predicted by functional and motivational requirements. Moreover, There was seen a significant relationship between quality of service model components and Kano functional and motivational requirements. Finally, some suggestions are recommended to improve the organization quality of services and to advice for future research.https://www.ijmae.com/article_115023_aefb2d60a54613439d2a6dc2e583d0ac.pdfkano modelfundamental requirementsfunctional requirementsmotivational requirementsservice quality modelcustomer satisfaction |
| spellingShingle | Abbas Sharifipour Ali Hosseinzadeh Majid Hassanzadeh Torbati Ali Nakhchian Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models International Journal of Management, Accounting and Economics kano model fundamental requirements functional requirements motivational requirements service quality model customer satisfaction |
| title | Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models |
| title_full | Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models |
| title_fullStr | Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models |
| title_full_unstemmed | Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models |
| title_short | Studying Customer Satisfaction of Mashhad Airport Customs Based on Kano and Servqual Models |
| title_sort | studying customer satisfaction of mashhad airport customs based on kano and servqual models |
| topic | kano model fundamental requirements functional requirements motivational requirements service quality model customer satisfaction |
| url | https://www.ijmae.com/article_115023_aefb2d60a54613439d2a6dc2e583d0ac.pdf |
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