The main purpose of this study is applying Kano model to identify determinants of customer satisfaction in architectural service industry, especially in the case of Moon Design Company - an architectural service firm based in Danang city. One of the reasons for me to conduct this research is that there are very few research articles on this subject in Vietnam. Kano categories would suggest the producers or service providers about which factors should be more paid attention to fulfill than the others (must-be [M], one-dimensional [O] and attractive [A] requừement). In this research, theoretical arguments were developed and a survey was designed following the instruction from Kano method. The empirical analysis was conducted based on a sample of 60 customers in Moon Design Company (including old customers and prospects). The findings reveal that the enthusiasm of architects in assisting their customers and time commitment will be highly appreciated by customers and make them delight. On the other hand, not explaining clearly the whole procedures (from the brief design stage to the handover stage) in the first time will lead to significant dissatisfaction of customers in architectural service.
Size : 3,2 MB
Format : Adobe PDF
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The main purpose of this study is applying Kano model to identify determinants of customer satisfaction in architectural service industry, especially in the case of Moon Design Company - an architectural service firm based in Danang city. One of the reasons for me to conduct this research is that there are very few research articles on this subject in Vietnam. Kano categories would suggest the producers or service providers about which factors should be more paid attention to fulfill than the others (must-be [M], one-dimensional [O] and attractive [A] requừement). In this research, theoretical arguments were developed and a survey was designed following the instruction from Kano method. The empirical analysis was conducted based on a sample of 60 customers in Moon Design Company (including old customers and prospects). The findings reveal that the enthusiasm of architects in assisting their customers and time commitment will be highly appreciated by customers and make them delight. On the other hand, not explaining clearly the whole procedures (from the brief design stage to the handover stage) in the first time will lead to significant dissatisfaction of customers in architectural service.
Size : 3,2 MB
Format : Adobe PDF
