Integrate Kano's Model and Servqual to Improve the Service Quality of Facilities Management in Hong Kong

Tong, Kevin Wong Chung (2022) Integrate Kano's Model and Servqual to Improve the Service Quality of Facilities Management in Hong Kong. Doctoral thesis, Asia e University.

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Abstract

Facility management in Hong Kong is still in an early learning cycle when compared to that in the USA, or any other European countries where the practice has been on since the 1990’s. Some of the organizations in these foreign countries are increasingly embracing the need for efficient facilities management and many of them have already since been improving their service qualities using either one of the two mainstream service quality models, that is, Noriaki Kano’s (1984) Kano model for the expectation of a product or service before it is launched, and the PZB model (Parasuraman, Zeithaml & Berry, 1985) for assessing customers’ expectations towards quality (i.e. a model for post-launch evaluation). While quality research seems to be more prevalent in countries where customers are collectivistic and dependent (Cheng & Wong, 2017), no literature was found to have looked into both the PZB and the Kano models to see how customers’ expectations differ before and after a service is launched or what type of customer would provide likely be more sensitive toward what good quality is. This research, hence, aims to explore using both the PZB and the Kano models to see if discrepancies exist between “what customers envisioned (before a service is launched)” as measured using Kano and “how people evaluate what is missing (after a service is made available)” using PZB. Results showed that clients normally have no idea what good quality practically means from the FM perspective and that to achieve ‘good quality’, one prerequisite is to satisfy the more ‘responsive’ and ‘critical’ gaps as identified by female, and not male, respondents.

Item Type:	Thesis (Doctoral)
Divisions:	School of Graduate Studies
Depositing User:	Muhamad Aizat Nazmi Mohd Nor Hamin
Date Deposited:	02 Dec 2022 07:31
Last Modified:	14 Dec 2022 03:34
URI:	http://ur.aeu.edu.my/id/eprint/1018

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