Abstract
Not all product and service quality are equally important to customers. Several studies have applied regression analysis to identify the key elements affecting customer satisfaction. This paper used an extended Kano model based on the moderated regression analysis to improve the defects of the traditional Kano model. The model is validated using data collected from express delivery service. And the empirical results show that the method produces more accurate classification. Overall, this study makes contributions to both Kano model improvement and express delivery service quality optimization.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
