Title: Exploring service quality combining Kano model and importance-performance analysis - customer satisfaction of luxury housing service management
Authors: Tai-Hsi Wu; Shao-Jen Weng; Ruei-Bin Pan; Seung-Hwan Kim; Don Gotcher; Yao-Te Tsai
Addresses: Department of Business Administration, National Taipei University, No. 151, University Rd., Sanxia Dist., New Taipei City, 23741, Taiwan ' Department of Industrial Engineering and Enterprise Information, Tunghai University, No. 1727, Sec. 4, Taiwan Boulevard, Xitun District, Taichung 40704, Taiwan ' Department of Business Administration, National Taipei University, No. 151, University Rd., Sanxia Dist., New Taipei City, 23741, Taiwan ' Department of Business Administration, School of Business, Ajou University, 206 Woldeukeom-ro, Woncheon-dong, Yeongtong-gu, Suwon-si, Gyeonggi-do, South Korea ' Department of International Business, Tunghai University, No. 1727, Sec. 4, Taiwan Boulevard, Xitun District, Taichung 40704, Taiwan ' Department of International Business, Feng Chia University, 1201, Business Building, No. 100 Wenhwa Rd., Seatwen, Taichung, 40724, Taiwan
Abstract: The housing service management business in Taiwan is extremely competitive especially for luxury apartments. While many studies have discussed service quality in a variety of fields, little research has been done in the field of housing service management. This study aims to combine the Kano model with importance-performance analysis (IPA) to identify the factors related to more customer-oriented service quality in the housing service management market. The combined IPA-Kano model avoids the limitations of the Kano model which neglects attribute performance and importance, and eliminates the weakness of the IPA model which considers only one-dimensional qualities. A case study of a housing service management company in Taipei was conducted. The top three service items that contribute highly to overall satisfaction for luxury apartment residents were identified, corresponding managerial implications were discussed, and strategies and actions for improvement were suggested.
Keywords: service quality; housing service management; Kano model; importance-performance analysis; IPA.
International Journal of Services, Economics and Management, 2020 Vol.11 No.1, pp.71 - 95
Received: 29 Jun 2019
Accepted: 17 Feb 2020
Published online: 19 Jun 2020 *