A Decision Method for Improving Tourism Industry Service Quality under Budget Constraints
- 1 Department of Students Affairs, Jiangsu University of Science and Technology, Zhenjiang, China
- 2 School of Management & Economics, Jiangsu University of Science and Technology, Zhenjiang, China
- 3 School of Management & Economics, Jiangsu University of Science and Technology, Zhenjiang, China
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.
- Kong, T., Kan, R.-L. and Mou, X.-J. (2011) Research on Service Quality Engineering Management of Tourist Destination—Taking the Yangtze Three Gorges for Example. Systems Engineering Procedia, 1, 309-316. http://dx.doi.org/10.1016/j.sepro.2011.08.047
- Wang, W.F., Chen, J.S., Fab, L.L. and Lu, J.Y. (2012) Tourist Experience and Wetland Parks: A Case of Zhejiang, China. Annals of Tourism Research, 39, 1763-1778. http://dx.doi.org/10.1016/j.annals.2012.05.029
- Coghlan, A. (2012) Facilitating Reef Tourism Management through an Innovative Importance-Performance Analysis Method. Tourism Management, 33, 767-775. http://dx.doi.org/10.1016/j.tourman.2011.08.010
- Chen, Y., Barry, M. and Li, Z. (2013) Quality Deterioration in Package Tours: The Interplay of Asymmetric Information and Reputation. Tourism Management, 38, 43-54.
- Karsak, E.E. (2004) Fuzzy Multiple Objective Decision Making Approach to Prioritize Design Requirements in Quality Function Deployment. International Journal of Production Research, 42, 3957-3974. http://dx.doi.org/10.1080/00207540410001703998
- Chan, L.K. and Wu, M.L. (2005) A Systematic Approach to Quality Function Deployment with a Full Illustrative Example. Omega, 33, 119-139.
- Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984) Attractive Quality and Must-Be Quality. The Journal of Japanese Society for Quality Control, 14, 147-156.
- Matzler, K. and Hinterhuber, H.H. (1998) How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment. Technovation, 18, 25-38.
- Chen, C.C. and Chuang, M.C. (2008) Integrating the Kano Model into a Robust Design Approach to Enhance Customer Satisfaction with Product Design. International Journal of Product, 114, 667-681.
- Hsieh, K.L. (2009) The Application of Value Analysis Based on Kano’s Two Dimensions Model and Value Expansion Model. Information Technology Journal, 8, 1020-1026.
- Meng, Q.L., Zhou, N.J., Tian, J., et al. (2011) Analysis of Logistics Service Attributes Based on Quantitative Kano Model: A Case Study of Express Delivering Industries in China. Journal of Service Science and Management, 4, 42-51.
- Jiao, J. and Chen, C.H. (2006) Customer Requirement Management in Product Development: A Review of Research Issues. Concurrent Engineering: Research and Applications, 14, 173-185. http://dx.doi.org/10.1177/1063293X06068357