MODEL DEVELOPMENT OF SERVICE QUALITY MEASUREMENT FOR CUSTOMER SATISFACTION A CASE STUDY IN THE MINISTRY OF INDUSTRY'S TESTING LABORATORY
This study proposes the IPA-Kano model (Importance-Performance Analysis and the Kano model) as a new tool to categorize and diagnose service quality attributes and provide specific strategies for the attributes in each category. The IPA-Kano model overcomes the limitations of the Kano model in ig...
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| Main Author: | |
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/52180 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |