How to cite this paper
Kashi, M., Astanbous, M., Javidnia, M & Rajabi, H. (2012). A hybrid model of QFD, SERVQUAL and KANO to increase bank's capabilities.Management Science Letters , 2(6), 1931-1938.
Refrences
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25, 170–192.
Akao, Y. (1966). Development history of quality function deployment. The customer driven approach to quality planning and deployment. Minato, Tokyo 107 Japan: Asian Productivity Organization, 339.
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66, 33-55.
Dagger, T. S., Sweeney, J.C., & Johnson, L. W. (2007). Service quality attribute weights: How do novice and longer-term customers construct service quality perceptions? Journal of Service Research, Journal of Service Research, 10(1), 22-42.
Ekinci, Y. (2002). A review of theoretical debates on the measurement of service quality: Implications for hospitality research. Journal of Hospitality & Tourism Research, 26, 199-216.
Fecikova, E. (2004). An index method for measurement of customer satisfaction. The TQM Magazine. 16(1), 57- 66.
Gronroos, C. (2000). Service management and marketing. John Wiley & sons, Ltd, P. 46- 65.
Kano, N., Nobuhiku, S., Fumio, T., & Shinichi, T. T. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39–48 (in Japanese).
Meng, J.G., Summey, J. H., Herndon, N.C., & Kwong, K.K. (2009). Some retail service quality expectations of Chinese shoppers. International Journal of Market Research, 51(6), 773-796.
Mirghafori, H, Maki, F. (2007). Evaluation of quality of library services training by Libqual approach. Journal of Library and Information Science, 10(1), 62-79.
Parasuraman, A., Zeithamel, V. A., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithamel, V. & Berry, A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-49.
Frederick F. Reichheld and W. Earl Sasser, Jr. (1990). Zero defections quality comes to service. Harvard business review, 68(5), 105-111
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423.
Wang, Y.G., Lo, H.P., & Hui, Y.V. (2003). The Antecedents of Service Quality and Product Quality and their influences on their influences on Bank Reputation: Evidence from the banking in Chinas. Managing Service Quality, 13(1), 72-83.
Akao, Y. (1966). Development history of quality function deployment. The customer driven approach to quality planning and deployment. Minato, Tokyo 107 Japan: Asian Productivity Organization, 339.
Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66, 33-55.
Dagger, T. S., Sweeney, J.C., & Johnson, L. W. (2007). Service quality attribute weights: How do novice and longer-term customers construct service quality perceptions? Journal of Service Research, Journal of Service Research, 10(1), 22-42.
Ekinci, Y. (2002). A review of theoretical debates on the measurement of service quality: Implications for hospitality research. Journal of Hospitality & Tourism Research, 26, 199-216.
Fecikova, E. (2004). An index method for measurement of customer satisfaction. The TQM Magazine. 16(1), 57- 66.
Gronroos, C. (2000). Service management and marketing. John Wiley & sons, Ltd, P. 46- 65.
Kano, N., Nobuhiku, S., Fumio, T., & Shinichi, T. T. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39–48 (in Japanese).
Meng, J.G., Summey, J. H., Herndon, N.C., & Kwong, K.K. (2009). Some retail service quality expectations of Chinese shoppers. International Journal of Market Research, 51(6), 773-796.
Mirghafori, H, Maki, F. (2007). Evaluation of quality of library services training by Libqual approach. Journal of Library and Information Science, 10(1), 62-79.
Parasuraman, A., Zeithamel, V. A., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithamel, V. & Berry, A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-49.
Frederick F. Reichheld and W. Earl Sasser, Jr. (1990). Zero defections quality comes to service. Harvard business review, 68(5), 105-111
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423.
Wang, Y.G., Lo, H.P., & Hui, Y.V. (2003). The Antecedents of Service Quality and Product Quality and their influences on their influences on Bank Reputation: Evidence from the banking in Chinas. Managing Service Quality, 13(1), 72-83.