What is the valuable service quality gap for improving customer satisfaction?
Gap analysis (GA) is one of the most popular techniques which has been widely used to help businesses make service quality improvement decisions to improve customer satisfaction. However, an assumption of linear relationship between attribute performance and customer satisfaction underlies the application of GA and was challenged while comparing with the Kanos two-dimensional model which indicated the possible phenomenon of non-linear relationship between attribute performance and customer satisfaction. Therefore, the main purpose of this research is to revise GA by redefining service quality gap and building its evaluating function through Kanos two-dimensional conception with the application of BPNN technique. To confirm the applied validity of this new GA technique, the original GA was performed to compare with the new one by an empirical study on Taiwanese HR service agency. Results showed that the impact of each service quality gap on improving customer satisfaction can be clarified by new GA technique. This implicates that new GA technique can be considered as a valuable decision-making tool for enhancing customer satisfaction more effectively.
service quality gap analysis Back Propagation Neural Network Kano model HR service agency
Shu-Ping Lin Lu-Fang Chen Ya-Hui Chan
Department of Technology Management,Chung Hua University,Hsin-Chu,Taiwan
国际会议
2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)
厦门
英文
242-247
2009-06-08（万方平台首次上网日期，不代表论文的发表时间）