Quality of service evaluation based on importance performance analysis method and the kano model

Abstract

The purpose of the research is to examine the perception of customer service. Importance Performance Analysis (IPA) used to determine the relationship between importance and quality performance of attributes. The Kano Model is trying to classify groups of attributes. The goal of combining these approaches is to recognize that service attributes that need to increase customer satisfaction and retain characteristics to maintain customer satisfaction. This research uses the service quality aspect of Gronross as defined in 23 service attributes. The study was carried out in restaurants with 23 customer service characteristics assessed by customers. The integration of the two methods resulted in fourteen service attributes which had to be improved.