Application of Kano Model During the Selection of Logistics Providers
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Abstract
Achieving customer satisfaction is a key means of gaining a competitive advantage, a priority for most companies in developing a strategy. However, understanding what results in customer satisfaction is not so clear. To this day, it is vividly debated topic. However, in order to get an accurate picture of customer satisfaction and the factors that affect it, you need to have a good measurement tool. In addition, a proper analysis of the results is important. In practice, many companies measure customer satisfaction, but do not always have the right tools to process their results. In many cases, customer satisfaction is a measure of market efficiency, and achieving this is the foundation of business success. Among the one or more-dimensional methods used to measure the quality of services, we examine the use of the Kano model. The aim of this article is to find out, during a systematic review the frequency of using the Kano model in the selection of logistics service providers and what approaches and perspectives used to evaluate logistics providers. Furthermore, we also examine what other models can be linked to and used to select logistics service providers.
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