Pengelasan atribut kualiti bagi meningkatkan kepuasan pelanggan
Customer satisfaction is crucial for future business success. Various techniques have been used by researchers and practicioners to prioritise the effort in meeting customers’ needs. Importance Performance Analysis (IPA) is seen as a simple and an effective technique. However, there is growing ev...
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| Format: | Article |
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Penerbit ukm
2007
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| _version_ | 1796927445871362048 |
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| author | Wan Norsiah Mohamed, Faridatulazna A. Shahabuddin, Zainol Hj. Mustafa, |
| author_facet | Wan Norsiah Mohamed, Faridatulazna A. Shahabuddin, Zainol Hj. Mustafa, |
| author_sort | Wan Norsiah Mohamed, |
| collection | UKM |
| description | Customer satisfaction is crucial for future business success. Various techniques have been
used by researchers and practicioners to prioritise the effort in meeting customers’ needs.
Importance Performance Analysis (IPA) is seen as a simple and an effective technique.
However, there is growing evidence that quality factors can be classified into three different
categories based on their effects on customer satisfaction, as suggested by Kano’s Model.
Some of the relationships have been proven as nonlinear. The applicability of IPA, which
assumes linear relationship between performance of quality factors and satisfaction, is called
into question. In this paper, the nature of relationship between performance of quality factors
and satisfaction is examined. Managerial implications derived from IPA and Kano’s model are
compared |
| first_indexed | 2024-03-06T03:44:13Z |
| format | Article |
| id | ukm.eprints-1844 |
| institution | Universiti Kebangsaan Malaysia |
| last_indexed | 2024-03-06T03:44:13Z |
| publishDate | 2007 |
| publisher | Penerbit ukm |
| record_format | dspace |
| spelling | ukm.eprints-18442011-06-15T03:34:31Z http://journalarticle.ukm.my/1844/ Pengelasan atribut kualiti bagi meningkatkan kepuasan pelanggan Wan Norsiah Mohamed, Faridatulazna A. Shahabuddin, Zainol Hj. Mustafa, Customer satisfaction is crucial for future business success. Various techniques have been used by researchers and practicioners to prioritise the effort in meeting customers’ needs. Importance Performance Analysis (IPA) is seen as a simple and an effective technique. However, there is growing evidence that quality factors can be classified into three different categories based on their effects on customer satisfaction, as suggested by Kano’s Model. Some of the relationships have been proven as nonlinear. The applicability of IPA, which assumes linear relationship between performance of quality factors and satisfaction, is called into question. In this paper, the nature of relationship between performance of quality factors and satisfaction is examined. Managerial implications derived from IPA and Kano’s model are compared Penerbit ukm 2007-07 Article PeerReviewed Wan Norsiah Mohamed, and Faridatulazna A. Shahabuddin, and Zainol Hj. Mustafa, (2007) Pengelasan atribut kualiti bagi meningkatkan kepuasan pelanggan. Journal of Quality Measurement and Analysis, 3 (1). pp. 149-159. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html |
| spellingShingle | Wan Norsiah Mohamed, Faridatulazna A. Shahabuddin, Zainol Hj. Mustafa, Pengelasan atribut kualiti bagi meningkatkan kepuasan pelanggan |
| title | Pengelasan atribut kualiti bagi meningkatkan
kepuasan pelanggan
|
| title_full | Pengelasan atribut kualiti bagi meningkatkan
kepuasan pelanggan
|
| title_fullStr | Pengelasan atribut kualiti bagi meningkatkan
kepuasan pelanggan
|
| title_full_unstemmed | Pengelasan atribut kualiti bagi meningkatkan
kepuasan pelanggan
|
| title_short | Pengelasan atribut kualiti bagi meningkatkan
kepuasan pelanggan
|
| title_sort | pengelasan atribut kualiti bagi meningkatkan kepuasan pelanggan |
| work_keys_str_mv | AT wannorsiahmohamed pengelasanatributkualitibagimeningkatkankepuasanpelanggan AT faridatulaznaashahabuddin pengelasanatributkualitibagimeningkatkankepuasanpelanggan AT zainolhjmustafa pengelasanatributkualitibagimeningkatkankepuasanpelanggan |