Developing the Kano model by service quality robust design: an integrative approach

Developing the Kano model by service quality robust design: an integrative approach

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Article ID: iaor201529173
Volume: 16
Issue: 4
Start Page Number: 373
End Page Number: 389
Publication Date: Oct 2015
Journal: International Journal of Productivity and Quality Management
Authors: ,
Keywords: quality & reliability
Abstract:

The purpose of this paper is to propose a new integrated approach of Taguchi experimental design and Kano model for robust design of service quality. Each Kano dimension has been assumed to have three levels. For the dimensions in three levels, L18(35) table of Taguchi experimental design has been developed and respectively, 18 questionnaires have been designed for data collection. The traditional and proposed approaches have been examined in the University of Isfahan. Findings of the traditional Kano model indicates that all of the five dimensions of service quality are one‐dimensional, while the results of the new approach imply that dimensions of reliability, responsiveness and assurance are one‐dimensional and dimensions of empathy and tangibles are attractive.

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