REVISITED THE IMPORTANCE AND PERFORMANCE ANALYSIS (IPA) AND KANO MODEL FOR CUSTOMER SATISFACTION MEASUREMENT

• Main Authors: HASOLOAN, HAERY IAN PIETER, YAAKOB, MOHD YUHAZRI, YAHAYA, SAIFUDIN HAFIZ
• Format: Article
• Language: English
• Published: Global Engineers and Technologists Review 2012
• Subjects: T Technology (General)
• Online Access: http://eprints.utem.edu.my/id/eprint/7633/1/Journal_22_Ip.pdf; http://eprints.utem.edu.my/id/eprint/7633/; http://www.getview.org/
• Institution: Universiti Teknikal Malaysia Melaka

This study is to find out what the result of qualitative and quantitative approaches related to customer satisfaction if its measurement is carried out by integrating the measurement of customer satisfaction refers to the importance-performance (IPA) concept and Kano model into SERVQUAL attribute...