Citation:

Yi-Chan Chung, Shu-Fang Lin. "Applying the Kano Model to Explore Demand for Service Quality in Convenience Store" International Research Journal of Economics and Management Studies, Vol. 3, No. 1, pp. 63-65, 2024.

Abstract:

The market for convenience stores is gradually approaching saturation, prompting operators to delve into customer needs and expectations to increase store visit frequency and revenue. This study applied the Kano model to identify four key factors that significantly enhance customer satisfaction while diminishing dissatisfaction:(1) employees can provide reliable service; (2) provide services that make customers feel at ease; (3) employees can provide responsible service; (4) a specific indication of prices of goods. Operators can strategically concentrate on these aspects to improve service quality, thereby enhancing customer satisfaction and driving revenue growth.

References:

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Keywords:

Convenience Store, Kano Model, Service Quality.