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- Title
INTEGRATING SERVQUAL AND KANO'S MODEL OF CUSTOMER SATISFACTION FOR ESSENTIAL OIL SHOPS.
- Authors
Shu-Ling Huang; Shu-Yi Hsiao
- Abstract
The development of and competition within the essential oil market are rapidly growing. Providing customers with satisfactory service has become an important competitive strategy in all essential oil product stores. We try to apply the Service Quality Scale (SERVQUAL) and Kano's model to evaluate customer satisfaction and service quality attributes in the essential oil industry. In the 25 elements, there are 10 must-be quality elements, 7 one-dimensional quality elements, and 8 indifferent quality elements. None is attractive quality, and reverse Quality. The research findings indicate these service attributes: "expect these firms to have their customers' best interests at heart", "they have professional knowledge which felt reliable" and "these firms have their development and quality certification of product" are the top priority to improve.
- Subjects
ESSENTIAL oils industry; QUALITY of service; CUSTOMER satisfaction; KANO model (Product management); AROMATHERAPY; EQUIPMENT &; supplies
- Publication
Commerce & Management Quarterly, 2014, Vol 15, Issue 4, p441
- ISSN
1994-8107
- Publication type
Article