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Kano 模型与服务质量差距模型的比较研究
Kano 模型与服务质量差距模型的比较研究
( 730020)
[ ] Kano Gaps
[] Kano SERVQUAL
A Comparative Study of the Kano model and the Gaps Model of Service Quality
LanZhou Commercial College WEI Li-kun
Abstract Kano model and Gaps model each has particular but similar features and methods on the study of customer
perceived Service quality .Comparing similarities and differencesintegrating both advantages and making theory innovation link
management practice. It has a positive significance to improve the service quality management level and nationalization in China.
Key WordsKano modelAttractive qualityGaps modelSERVQUALComparative Study
20 80 Kano
SERVQUAL
Kano
11
Noriaki Kano Fumio
Takahashi 1979 10 (Motivator and Hygiene Factor in Quality)
1982 Nippon QC Gakka 12
(Attractive Quality and Must-be Quality) 1984 1 18
(Japanese Society Quality Control) 14 ,Kano model
12
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Kano1
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Indifferent quality
Reverse quality
One-dimensional quality
(Gustafsson 1998)
Must-be quality
Attractive quality
198319891998
1983198919982005
Nilsson-Witell Fundin
13 Kano
14
Kano
(Gustafsson 1998)20
(Watson 2003)Kano
2 SERVQUAL
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1985ParasuramanZeithamalBerryPZB
A conceptual model of service quality and its implicationASI Quality
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,
23
1
2:
6
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1988PZBSERVQUALSERVQUAL, A Multiple-Item Scale for
Measuring Consumer Perceptions of Service QualitySERVQUAL5
22
SERVQUAL
25
SERVQUAL
Carman (1990)SERVQUAL5
Teas (1993)
Cronin Taylor (1992)PZB
SERVPERF1992
3
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SERVQUAL5
22
Kano
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