Service Quality Assessment Using Servqual and Kano Models

The purpose of this study is to assess the quality of services by using the integration of Servqual and the Kano model. In this study, Servqual is used to determine the quality criteria that must be improved. At this method, the quality criteria are based on the gap that occurs between differences i...

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Bibliographic Details
Main Author: Shanty Kusuma Dewi
Format: Article
Published: Jurusan Teknik Industri, Fakultas Teknik Universitas Muhammadiyah Malang 2019-02-01
Series:Jurnal Teknik Industri
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