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Entrepreneurship and Sustainability Issues Open access
Journal Impact FactorTM (2022) 1.7
Journal Citation IndicatorTM (2022) 0.42
Received: 2020-03-15  |  Accepted: 2020-09-25  |  Published: 2020-12-30

Title

KANO model as a tool of effective customer satisfaction diagnostics of postal services


Abstract

The paper deals with the solution of the issue of achieving customer satisfaction of the postal company. Through the diagnostic procedures used in quality management in services, the focus is on the application of KANO model as one of the customer satisfaction measurement models. The primary research carried out in four different districts of Slovakia identified the relationship between customer satisfaction level and quality attributes through 5 categories of perceived quality by customers. The categories were identified as attractive, one-dimensional, mandatory, insignificant and contradictory attributes of postal products that create their quality parameters and reflect the requirements of customers. Significant findings concern mainly the identified differences in survey results in individual selected districts of Slovakia. There were also differences in the categories of postal quality requirements in respondent segments that differed in gender, residence, or age of respondents. One of the conclusions of the solved issue is to propose framework therapeutic procedures in response to individual diagnostic statements that resulted from the performed research activities.


Keywords

customer, mesuaring satisfaction, KANO model, postal services


JEL classifications

M30 , L87 , R41


URI

http://jssidoi.org/jesi/article/731


DOI


Pages

811-828


This is an open access issue and all published articles are licensed under a
Creative Commons Attribution 4.0 International License

Authors

Rostasova, Maria
University of Žilina, Žilina, Slovakia https://www.uniza.sk
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Padourova, Anna
University of Žilina, Žilina, Slovakia https://www.uniza.sk
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Corejova, Tatiana
University of Žilina, Žilina, Slovakia https://www.uniza.sk
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Journal title

Entrepreneurship and Sustainability Issues

Volume

8


Number

2


Issue date

December 2020


Issue DOI


ISSN

ISSN 2345-0282 (online)


Publisher

VšĮ Entrepreneurship and Sustainability Center, Vilnius, Lithuania

Cited

Google Scholar

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References