TITLE:
A Decision Method for Improving Tourism Industry Service Quality under Budget Constraints
AUTHORS:
Xiaojun Chen, Qingliang Meng, Ling Zhang
KEYWORDS:
Service Quality, Tourism Industry, Decision Method, Kano Model
JOURNAL NAME:
Journal of Service Science and Management,
Vol.8 No.5,
October
29,
2015
ABSTRACT: Based on the quantitative analysis in Kano model, this paper proposes a model for improving tourism industry service quality from customer satisfaction and cost budget constraints perspectives. Relevant evaluation information is obtained by employing the questionnaire survey and the relationships between customer satisfaction and the fulfillment of service quality elements is determined in Kano model through processing the obtained evaluation information. Then based on the relationship functions, considering the budget constraints, the optimization model of improving tourism industry service quality to maximize the customer satisfaction is constructed, and the budget allocation is determined by solving the optimization model. Finally, a case study is provided to illustrate the feasibility and availability of the proposed method.