Classification of service quality attributes using Kano’s model

Abstract

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.