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An Analysis of Quality Criteria to Determine the Improvement Priority Attributes

Sihombing, Haeryip and Yuhazri, Yaakob and YAHAYA, SAIFUDIN HAFIZ and Sivarao, Subramonian and Hazwan, M.A (2012) An Analysis of Quality Criteria to Determine the Improvement Priority Attributes. Universiti Teknikal Malaysia Melaka, pp. 489-493. ISBN 978-967-0257-16-7

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Abstract

This study is focused is on how to find out the improvement priorities for customer satisfaction. In this study, the Voice of Customer (VoC) is identified, analyzed, and evaluated through the service attributes of SERVQUAL. Kano Method and Likert Scale were used in the questionnaire developed in order to explore customer satisfaction, while the intagration of ranking level, customer satisfaction-dissatisfaction (CD-DS) values and graph, and their correlation are used to find out what the attributes of service delivered as the elements for improvement required. To find the correlation and the relationship among the service elements, calculation using SPSS were constructed into comparison between Kano, Functional, and Dysfunctional table where "the electronic service to communicate (KI) with" of the service attributes of Responsiveness is as the first priorities improvement required by customer.

Item Type: Book
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Manufacturing Engineering > Department of Manufacturing Management
Depositing User: Assoc. Pror. Ir. Dr. Sivarao Subramonian
Date Deposited: 20 Aug 2013 05:01
Last Modified: 28 May 2015 04:03
URI: http://eprints.utem.edu.my/id/eprint/9305

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