An Analysis of the Customer Satisfaction: A Case Study of Bank Service

Haeryip , Sihombing (2012) An Analysis of the Customer Satisfaction: A Case Study of Bank Service. International Journal of Application or Innovation in Engineering & Management (IJAIEM), 1 (2). pp. 33-43. ISSN 2319 - 4847

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This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required

Item Type: Article
Uncontrolled Keywords: Customer Satisfaction, Kano, CS-DS, CAT
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Manufacturing Engineering > Department of Manufacturing Management
Depositing User: Mr Haeryip Sihombing
Date Deposited: 26 Mar 2013 04:05
Last Modified: 14 Feb 2022 08:54
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