How to cite this paper
Noorinasab, S & Hemati, M. (2012). A comparative Kano analysis on customer satisfaction based on customer and employment perspectives.Management Science Letters , 2(5), 1555-1562.
Refrences
Arbore, A. & Busacca, B. (2009). Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances. Journal of Retailing and Customer Services, 16(4), 271-280.
Bhat M. A. (2005). Corelates of service quality in banks: an empirical investigation. Journal of Service Resource, 5(1), 77-99.
Chen C.C., & Chuang, M.C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114, 667-681.
Chi, C. G., & Gursoy, D. (2009).Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitaliyty Management, 28, 245-253.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Fonseca, J. R. S. (2009). Customer satisfaction study via a latent segment model. Journal of Retailing and Customer Services, 16, 352-359.
Udo, G.J., Bagchi, K.K., Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
Helgesen, O. & Nesset, E. (2007). What accounts for student & apos; s loyalty? some field study evidence. International Journal of Educational Management, 21(2), 126-143.
Ho.W. (2008). Integrated analytic hierarchy process and its applications – A literature review. International Journal operational Research, 174, 1553-1566.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Ladhari, R., Pons, F., & Bressolles, G. & Zins, M. (2010). Culture and Personal values: How they influence perceived service quality. Journal of Business Research, 64(9), 951-957.
Lee, Y.C., & Huang, S.Y. (2009). A new fuzzy cocept approach for kano & apos; s model. Expert System with Applications, 36, 4479-4484.
Li, Y., Tang, J., Luo, X. & Xu, J. (2009). An integrated method of rough set, kano & apos; s model and AHP method for rating customer requirements, final importance. Expert System with Applications, 36, 7045-7053.
Martinez, J. A., & Martinez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Customer Service, 16, 29-42.
Naeem, H., & Iqbal, S. M. (2010). Employee empoverment and customer satisfaction: Emrical evidence from the banking sector of Pakistan. African Journal of Business Management, 4(10), 2028-2031.
Rivière. P., Monrozier, R., Rogeaux, M., Pagès, J., & Saporta, G. (2006). Adaptive preference target: contribution of Kano & apos; s model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, 17, 572–581.
Saaty, T.L. (1994). Highlights and critical points in the theory and application of the analytical hierarchy process. European Journal of Operational Research, 1994, 426-447.
Pyon, C.Y., Woo, J.Y., & Park, S.C. (2010). Intelligent service quality management system based on analysis and forecast of Voc. Expert System with Application, 37, 1056-1064.
Wassenaar, H.J., Chen, W., Cheng, J., & Sudjianto, A. (2005). Enhancing discrete choice demand modeling for decision-based design. ASME Journal of Mechanical Design, 127, 514–523.
Xu, Q., iao, R.J., Yang, X., Helander, M., Khalid, H.M., & Opperud, A. (2009). An analytical Kano model for customer need analysis. Design Studies, 30(1), 87-110.
Yap, K. B. & Sweeney, J. C. (2007). Zone – of – tolerance moderates the service quality – outcome relationship. Journal of Services Marketing, 2(2), 137-148.
Yu, X., Guo, S., Guo, J., & Huang, X. (2011). Rank B2C e-commerce websites in e-alliance based on AHP and fuzzy TOPSIS. Expert System with Application, 38, 3550-3557.
Bhat M. A. (2005). Corelates of service quality in banks: an empirical investigation. Journal of Service Resource, 5(1), 77-99.
Chen C.C., & Chuang, M.C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114, 667-681.
Chi, C. G., & Gursoy, D. (2009).Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitaliyty Management, 28, 245-253.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Fonseca, J. R. S. (2009). Customer satisfaction study via a latent segment model. Journal of Retailing and Customer Services, 16, 352-359.
Udo, G.J., Bagchi, K.K., Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
Helgesen, O. & Nesset, E. (2007). What accounts for student & apos; s loyalty? some field study evidence. International Journal of Educational Management, 21(2), 126-143.
Ho.W. (2008). Integrated analytic hierarchy process and its applications – A literature review. International Journal operational Research, 174, 1553-1566.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Ladhari, R., Pons, F., & Bressolles, G. & Zins, M. (2010). Culture and Personal values: How they influence perceived service quality. Journal of Business Research, 64(9), 951-957.
Lee, Y.C., & Huang, S.Y. (2009). A new fuzzy cocept approach for kano & apos; s model. Expert System with Applications, 36, 4479-4484.
Li, Y., Tang, J., Luo, X. & Xu, J. (2009). An integrated method of rough set, kano & apos; s model and AHP method for rating customer requirements, final importance. Expert System with Applications, 36, 7045-7053.
Martinez, J. A., & Martinez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Customer Service, 16, 29-42.
Naeem, H., & Iqbal, S. M. (2010). Employee empoverment and customer satisfaction: Emrical evidence from the banking sector of Pakistan. African Journal of Business Management, 4(10), 2028-2031.
Rivière. P., Monrozier, R., Rogeaux, M., Pagès, J., & Saporta, G. (2006). Adaptive preference target: contribution of Kano & apos; s model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, 17, 572–581.
Saaty, T.L. (1994). Highlights and critical points in the theory and application of the analytical hierarchy process. European Journal of Operational Research, 1994, 426-447.
Pyon, C.Y., Woo, J.Y., & Park, S.C. (2010). Intelligent service quality management system based on analysis and forecast of Voc. Expert System with Application, 37, 1056-1064.
Wassenaar, H.J., Chen, W., Cheng, J., & Sudjianto, A. (2005). Enhancing discrete choice demand modeling for decision-based design. ASME Journal of Mechanical Design, 127, 514–523.
Xu, Q., iao, R.J., Yang, X., Helander, M., Khalid, H.M., & Opperud, A. (2009). An analytical Kano model for customer need analysis. Design Studies, 30(1), 87-110.
Yap, K. B. & Sweeney, J. C. (2007). Zone – of – tolerance moderates the service quality – outcome relationship. Journal of Services Marketing, 2(2), 137-148.
Yu, X., Guo, S., Guo, J., & Huang, X. (2011). Rank B2C e-commerce websites in e-alliance based on AHP and fuzzy TOPSIS. Expert System with Application, 38, 3550-3557.