Theoretical Approximation for Integral Customer Satisfaction Design Model
DOI:
https://doi.org/10.18041/1909-2458/ingeniare.16.596Keywords:
Satisfacción del cliente, SERVQUAL, modelo KANO, QFD, voz del cliente, Modelo de satisfacción deL clienteAbstract
The aim of this article is to analyze the customer satisfaction theory, models and strategies in order to identify key factors that lead to design an integrated theoretical customer satisfaction model, that can be used as a competitive advantage tool to translate the voice of the customer into parameters for manufacturing and delivery that meets customer needs. This model is a theoretical approximation that contributes to improve organization’s performance thru customer satisfaction and loyalty. This article identifies the main drivers of customer satisfaction and offers an interrelation matrix-model that links key items to business performance. This is one of the first conceptual analysis that extracts the main theoretical models and correlates them into single model focus on customer satisfaction.
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References
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Kano, N. S. (1984). Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, 39 - 48.
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Suerwein, E. B. (1996). The Kano model: How to delight your customers. International Seminar on Production Economics, 9(1), 313-327.
Liang, G. Y. (2009). Voluntary Quality Disclosure and Market. Marketing Science, 488 - 501.
Yi, Z. Y. (2011). Consumer learning in a turbulent market environment: Modeling consumer choice dynamics in the wake of product. Journal of Marketing Research, 48(2).
C. Li-Fei, “A novel approach to regression analysis for the classification of quality attributes in the Kano model: An empirical test in the food and beverage industry”, Omega, n°. 1,pp. 651-659.,2012.
JN. Barsky, “Customer satisfaction: Applying concepts to industry-wide measures”, Cornell Hotel and Restaurant Administration Quarterly, Oct/Nov, 173/183.,2003.
E. Cengiz, “Measuring customer satisfaction: Must or Not?”, Journal of Naval Science and Engineering, n°. 6, vol. 2, pp. 76-88., 2010.
IY. Hsiu-Yuan, “A study of customer satisfaction, customer loyalty and quality attributes in Taiwan’s medical service industry”, African Journal of Business Management, n°.5, vol. 1, pp. 187-195., 2011.
MM. El-Bassiouni, “Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors”, Journal of Economic and Administrative Sciences, n°. 28, vol. 2., 2012.
YS. Shun, “Customer value, satisfaction, loyalty and switching cost: An illustration from a business-to-business service context”, Journal of the Academy of Marketing Science, n°. 32, vol.1, pp. 293-320., 2004.
SC. Jyh-Bin, “Development of a customer satisfaction evaluation model for construction project management”, Institute of Construction Management, n°. 43, vol. 1, 458–468., 2006.
MV. Van Der Hoben, “Giving the customer a voice”, International Product Management Conference, n°. 23, vol. 1, pp. 1-25., 2013.
FM. Sattari, “Importance of mutual relations on customer satisfaction in industries with no/low direct contact with customers”, African Journal of Business Management, n°. 6, vol. 29., 2012.
Giese, J. C. (2000). Defining customer satisfaction. Academy of Marketing Sience Review, (1), 1-27.
Hom, W. (2010). Customer Satisfaction Models. The Research & Planning Group, 100-110.
Woodruff, R. y. (1996). Know Your Customer: New Approaches to Understanding. Cambridge, Massachusetts. Blackwell.
Parasuraman, A. Z. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(5), 41-50.
ACSI. American Customer Satisfaction Index. Recuperado el 16 de Septiembre de 2013, de ACSI - USA ASQ: http://www.theacsi.org/about-acsi/acsi-methodology
Carauna, A. E. (2000). Assessment of the three-column format SERVQUAL: An experimental approach. Journal of Business Research, 49(1), 57-65.
El-Bassiouni, M. M. (2012). Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors. Journal of Economic and Administrative Sciences, 28(2).
Tan, K. S. (2000). Integrating Kano’s model in the planning matrix of quality function deployment. Total Quality Management, 11(8), 1141-1151.
Lupo, T. (2013). Economic Design Approach for an SPC Inspection Procedure Implementing The Adaptive C Chart. Qual. Reliab. Engng. Int.. doi: 10.1002/qre.1507. Quality Reliability Engineering International, 23(3), 1-15.
Fiedler, M. H.-G. (2010). A generic quantitative relationship between quality of experience and quality of service. Network. IEEE., 24(2), 36-41.
Akao, Y. (1997). QFD: Past, present, and future. International Symposium on QFD, 1-11.
Adilia, H. S. (2012). Kano model and QFD integration approach for ergonomic design improvement. The 2012 International (Summer) Conference on Business Innovation and Technology Management, 52(1).
Chee-Cheng, C. Z. (2013). A COPQ-Based VOC and Core-Process Analysis. International Asia Conference on Industrial Engineering and Management Innovation, 20(1), 851-858.
Carnevalli, J. C. (2008). Review, analysis and classification of the literature on QFD - Types of research, difficulties and benefits. International Journal of Production Economics, 114(1), 737-754.
Hauser, J. (1993). How puritan-bennet used the house of quality. Sloan Management Review, Spring, 61-70.
Kano, N. S. (1984). Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, 39 - 48.
Ching-Chow, Y. (2005). The refined Kano’s model and its application. Total Quality Management & Business Excellence, 16(10), 1127-1137.
Suerwein, E. B. (1996). The Kano model: How to delight your customers. International Seminar on Production Economics, 9(1), 313-327.
Liang, G. Y. (2009). Voluntary Quality Disclosure and Market. Marketing Science, 488 - 501.
Yi, Z. Y. (2011). Consumer learning in a turbulent market environment: Modeling consumer choice dynamics in the wake of product. Journal of Marketing Research, 48(2).
C. Li-Fei, “A novel approach to regression analysis for the classification of quality attributes in the Kano model: An empirical test in the food and beverage industry”, Omega, n°. 1,pp. 651-659.,2012.
JN. Barsky, “Customer satisfaction: Applying concepts to industry-wide measures”, Cornell Hotel and Restaurant Administration Quarterly, Oct/Nov, 173/183.,2003.
E. Cengiz, “Measuring customer satisfaction: Must or Not?”, Journal of Naval Science and Engineering, n°. 6, vol. 2, pp. 76-88., 2010.
IY. Hsiu-Yuan, “A study of customer satisfaction, customer loyalty and quality attributes in Taiwan’s medical service industry”, African Journal of Business Management, n°.5, vol. 1, pp. 187-195., 2011.
MM. El-Bassiouni, “Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors”, Journal of Economic and Administrative Sciences, n°. 28, vol. 2., 2012.
YS. Shun, “Customer value, satisfaction, loyalty and switching cost: An illustration from a business-to-business service context”, Journal of the Academy of Marketing Science, n°. 32, vol.1, pp. 293-320., 2004.
SC. Jyh-Bin, “Development of a customer satisfaction evaluation model for construction project management”, Institute of Construction Management, n°. 43, vol. 1, 458–468., 2006.
MV. Van Der Hoben, “Giving the customer a voice”, International Product Management Conference, n°. 23, vol. 1, pp. 1-25., 2013.
FM. Sattari, “Importance of mutual relations on customer satisfaction in industries with no/low direct contact with customers”, African Journal of Business Management, n°. 6, vol. 29., 2012.
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Published
2014-01-01
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Revisión de tema
How to Cite
1.
Cruz Álvarez JG, Blanco Jimenez M, Monge Perry C. Theoretical Approximation for Integral Customer Satisfaction Design Model. ingeniare [Internet]. 2014 Jan. 1 [cited 2025 Dec. 5];(16):129-44. Available from: https://revistas.unilibre.edu.co/index.php/ingeniare/article/view/596
