Application of Kano Model in Service Quality for Cycling Competition

Abstract

The purpose of the study was to investigate the perspectives of cycling participants regarding to the service quality of the 2010 Janfusun Cycling Competition. One hundred and seventy-seven subjects participated in the study. In order to understand the service quality attributes of the cycling competition participants, the service quality questionnaires for cycling competition were formed by utilizing the Kano Model. After classifying the service quality elements, customer satisfaction coefficient model was used to calculate the satisfaction increment index (SII) and dissatisfaction decrement index (DDI). And then, quadrantal diagram was applied after calculating the average rankings for each SII and DDI to improve the service quality of cycling competition. The results were indicated as: ”competition was suitable for variety ages of participants,” ”competition season and date were appropriate,” ”service staffs had kindness service attitude,” ”guidelines for the route was clear and clarity,” ”competition passed through beautiful scenery,” ”activity was held in good atmosphere;” these six service quality elements were the important factors for affecting the service quality of cycling competition participants. The study concluded that most of the service quality elements could not firmly improve the feelings of the participants, diagram one in the quadrantal diagram was the key point for affecting service quality of the cycling competition. Therefore, suggestions based on managerial meanings were proposed for increasing the service quality of cycling competition and recommendations for further researches were also discussed.