Application of Kano model to the service quality measurement in road transport: a research concept

Abstract

Customer requirement analysis is an important issue in service development. The Kano model is a tool to classify and prioritize customer needs based on how they affect customer satisfaction. The model identifies basic types of product or service attributes: must be, one dimensional, attractive, indifferent, and reverse. It can be used not only for the quality assessment of services but also as a tool to improve service quality. The article presents the concept of using the Kano model in evaluation of service quality in road transport of goods. According to the model attributes of the quality of transport services were identified and assigned to five categories. This approach can be used by carriers to diagnose customer requirements and adapt the offer to their needs.