Exploring service quality combining Kano model and importance-performance analysis customer satisfaction of luxury housing service management

Abstract

The housing service management business in Taiwan is extremely competitive especially for luxury apartments. While many studies have discussed service quality in a variety of fields, little research has been done in the field of housing service management. This study aims to combine the Kano model with importance-performance analysis (IPA) to identify the factors related to more customer-oriented service quality in the housing service management market. The combined IPA-Kano model avoids the limitations of the Kano model which neglects attribute performance and importance, and eliminates the weakness of the IPA model which considers only one-dimensional qualities. A case study of a housing service management company in Taipei was conducted. The top three service items that contribute highly to overall satisfaction for luxury apartment residents were identified, corresponding managerial implications were discussed, and strategies and actions for improvement were suggested.