Research on classification and restruction of Express service quality elements based on Kano model
Due to the shortcomings of the traditional Kano model classification principle, this paper explores the problems of service quality classification and restruction from the perspective of Express service quality. Using the analytical Kano model to classify the service quality elements objectively, and by the decision making index of analytical Kano to calculate priority index based on the result of classification, according to the number of priority index to construct the plan of Express service quality elements. Finally, the feasibility and validity of this method has been verified through empirical study.
2016 13th International Conference on Service Systems and Service Management (ICSSSM)