Over the last two decades, service organisations have embraced total quality management
(TQM) as an effective management tool to improve their service quality. They have begun to …

Importance–performance analysis (IPA) is an analytic technique that generates a two-
dimensional importance–performance grid, where the values of importance and …

SWOT analysis, a commonly used tool for strategic planning, is traditionally a form of
brainstorming. Hence, it has been criticised that it is likely to hold subjective views of the …

The Kano model distinguishes the different relationships between Customer Requirements
fulfillment and Customer Satisfaction, especially the nonlinear relationships. However, the …

Determining the importance values of service features is necessary to prioritize the points in
service quality management and improvement. Existing studies have used linearly additive …

To provide Muslim-friendly tourism and attract Muslim tourists, destination marketers must
not only consider the generic attributes commonly available at the destination, they must …

As tourism took off in Macau, more luxury hotels were constructed to satisfy demand, many
of them located in leisure resort complexes. This study uses the case of luxury hotels in …

Customer satisfaction is the result of product quality and viability. The place of the perceived
satisfaction of users/customers for a software product cannot be neglected especially in …

The importance–performance analysis (IPA) is a widely used technique to guide strategic
planning for the improvement of customer satisfaction. Compared with surveys, numerous …

Objetivo: La necesidad de conocer la percepción de la calidad asistencial recibida por los
ciudadanos es clave para abordar con éxito mejoras en la prestación de los servicios de …