Title: Comparing two ways of integrating fuzzy Kano and importance performance analysis – with a case study in a beauty clinic

Authors: Elia Oey; Grisella Librianne; Elvira Elvira; Damar Aji Irawan

Addresses: International Business and Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business and Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business and Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia ' International Business and Management Program, Management Department, Binus Business School Undergraduate Program, Bina Nusantara University, Jakarta, 11480, Indonesia

Abstract: Understanding and capturing consumers' needs is an essential task for every organisation. In the service sector, it is even more crucial as consumer experience is an influencing variable. This research is a case study focusing on a beauty care clinic in Jakarta, with the objective of helping them identify suitable attributes and performing analysis for further improvements. Fuzzy Kano and importance performance analysis (IPA) were used as methodologies in this research. Two approaches on combining both methods were elaborated on to gain insights. The first approach used customer satisfaction and dissatisfaction scores, while the second approach used the three Kano categories. The results showed that the first approach gave more focused improvement suggestions for the company. However, the second approach was suitable in addressing 'attractive' Kano attributes which failed to be addressed by the first approach.

Keywords: importance performance analysis; IPA; fuzzy Kano; SERVQUAL.

DOI: 10.1504/IJPQM.2023.129604

International Journal of Productivity and Quality Management, 2023 Vol.38 No.3, pp.285 - 311

Received: 01 Jan 2021
Accepted: 24 Apr 2021
Published online: 17 Mar 2023 *

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