International Journal of Scientific Research and Engineering Development( International Peer Reviewed Open Access Journal ) ISSN [ Online ] : 2581 - 7175 |
Kano Model Servqual Customer Satisfaction Analysis in Retail Banking
International Journal of Scientific Research and Engineering Development (IJSRED) | ||
Published Issue : Volume-3 Issue-4 | ||
Year of Publication : 2020 | ||
Unique Identification Number : IJSRED-V3I4P36 | ||
Authors : Sain T Benchy |
MLA Style: Sain T Benchy "Kano Model Servqual Customer Satisfaction Analysis in Retail Banking" International Journal of Scientific Research and Engineering Development (IJSRED) Vol3-Issue4 | 256-266.
APA Style: Sain T Benchy. Kano Model Servqual Customer Satisfaction Analysis in Retail Banking. International Journal of Scientific Research and Engineering Development (IJSRED) Vol3-Issue4 | 256-266.
Abstract :
Banking industry and its allied businesses are undergoing rapid technological transformations at a rapid pace owing to the increased connectivity in information technology infrastructure. As a result, the customer preferences which influence the customer satisfaction level is also undergoing change. And this project is indented to reliably measure the current customer satisfaction level using the Kano model. The Kano model is an effective and widely used method to reflect customer requirements in product design and new product idea generation. First introduced in Japan in the early 1980s by Kano, this model was first utilized to a limited extent. This is because the Kano model can analyze the quality characteristics of the factors through a correlation analysis between the ‘physical aspects (sufficient and insufficient)’ of the factors and the ‘psychological aspects (satisfaction and dissatisfaction)’ of the factors. The conjunction tool P-S matrix is used along the Kano process for portfolio analysis.