ServQual and modified Kano for process improvement – a case study of a medical device distributor
by Elia Oey; Debby Cynthia; Megawati Megawati; Scherly Hansopaheluwakan
International Journal of Business Excellence (IJBEX), Vol. 28, No. 3, 2022

Abstract: Understanding customer needs in the service industry is a combination of art and science; as customer interaction is an important element in the firms' offering. The research is a case study of a medical device distributor exploring possible improvement plan for their customers. The identification of customer needs was done with ServQual framework. Quantifying the customer attribute importance was done through combination of gap analysis and modified Kano model. The used Kano model was modified in order to offset possibility of coarse scoring in the original model. For the studied company, it was recommended to prioritise the top three action plans: 'T8 – apply customer feedback/complaint form', 'T2 – perform sales effectiveness training' and 'T1 – socialised exchange procedure'.

Online publication date: Mon, 14-Nov-2022

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