The Integration Model of Kano Model and Importance-Performance and Gap Analysis—Application of Mutual Information
Service quality research has traditionally focused either on identifying Kano two-dimensional quality categories or detecting service quality deficiencies. However, integrating these perspectives remains a challenge due to the Kano model’s nonlinear characteristics and the importance-performance and...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-05-01
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| Series: | Mathematics |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2227-7390/13/11/1794 |
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