期刊名称：American Journal of Industrial and Business Management
印刷版ISSN：2164-5167
电子版ISSN：2164-5175
出版年度：2017
卷号：07
期号：07
页码：910-918
DOI：10.4236/ajibm.2017.77064
语种：English
出版社：Scientific Research Publishing
摘要：With the intense competition, more and more companies become customer-oriented instead of business-oriented, especially in service industries. How to elicit customer requirements is vital to improve service quality. But as an invisible product, service is lack of quantifiable physical index, so it is difficult to standardize the measure of service quality. Therefore, to elicit and analyze customer requirements and improve customer satisfaction are tough tasks. Using the Kano Model to analyze and classify the requirements of Y Company’s consulting project, we recognize the effective factors in improving Y Company’s satisfaction, and make certain suggestions for consulting company to improve its service quality.
