Kano

( 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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Indifferent quality

Reverse quality

One-dimensional quality
(Gustafsson 1998)

Must-be quality

Attractive quality

198319891998
1983198919982005
Nilsson-Witell Fundin

(1) Quality control(2)

Quality management (3) Attractive quality creation

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
Systems1992Curry1999Luk Layton2002
22
,

23
1
2:

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7
24 SERVQUAL
1988PZBSERVQUALSERVQUAL, A Multiple-Item Scale for
Measuring Consumer Perceptions of Service QualitySERVQUAL5
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SERVQUAL

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SERVQUAL
Carman (1990)SERVQUAL5
Teas (1993)
Cronin Taylor (1992)PZB
SERVPERF1992
3
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