Question

what is service quality and e-service quality? How kano model can use as a tool to define them?

Answer 1

Answer : Meaning of service quality:

It is an assessment of how well a deleivered service conforms to the customer expectations and how much they satisfied the customer in best possible manner.

Meaning of e-service quality :

E- Service Quality means that checking the quality of on-line services provided by the website. It is on-line checking of the information in logical manner.

Kano model is understanding of customer Requirement and satisfaction based on the logical formed they have bee satasified.

Kano model process flow :

• Research : proper research From available data sources.
• Analysis : It has been analysis resulted from data collection.
• Plotting and diagram: Development customer Requirement matrix.
• Strategic: Proper analysis has been done.