Abstract—Importance-satisfaction models(I-S model) can identify service items for improvement but cannot determine which service items can actually improve customer satisfaction. Although the Kano model can find the service items to enhance customer satisfaction, it cannot know the actual feelings of the customer’s satisfaction. We integrate the I-S model and Kano model to identify the high importance and low satisfaction service items that can actually improve customer satisfaction. This can provide decision makers with a more precise quality improvement strategy.Under the premise of not wasting resources and time, the new strategy can enhance service quality with limited human and material resources. We also prove a case study to verify our method. We expect this new model to give managers a more accurate and faster way to achieve the goal of enhancing customer satisfaction.
Index Terms— customer satisfaction, importance-satisfaction model, kano model, service quality.
K-L Wu was with the Department of Information Management at Kun Shan University of Technology, Tainan, Taiwan e-mail: firstname.lastname@example.org).
N-Jail Zheng was a Graduate in the Department of Information Management at Kun Shan University of Technology, Tainan, Taiwan (e-mail: email@example.com).
Cite: Kuo-Lung Wu and Nai-Jail Zheng, "A New Service Quality Improvement Strategy: Integration of the I-S Model and Kano Model ," International Journal of Innovation, Management and Technology vol. 3, no. 4, pp. 332-336, 2012.