ASSESSING SERVICE QUALITY AND CUSTOMER SATISFACTION USING SERVQUAL AND KANO MODELS: A CASE STUDY APPROACH IN SOFTWARE INDUSTRY
Loading...
Date
2023-05-28
Authors
Yusra Kefah Shebli
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
This study aims to assess the services quality and customer satisfaction in the software development industry in Palestine. To achieve the objectives of the study and answer its hypotheses, the researcher used the descriptive analytical approach which is based on the study of the problem.
The researcher also used a questionnaire to collect data by surveying the sample of the study which consists of 160 participants from Al-Israa software company customers.
The research findings indicated that the results of perceived and expected levels of quality in the software industry sector using the SERVQUAL model show that the mean of expectations is higher than the mean of participants for all services quality dimensions, and the degree of customer satisfaction was moderate which achieved 73.2%. In addition, tangibles, responsiveness, and assurance factors do not affect customer satisfaction in the software industry sector, but the reliability and empathy factors affects customer satisfaction in the software industry sector.
Based on the results of the study, the researcher recommends a set of recommendations, which focus on software development companies benefits of the Kano's model research findings to improve the services offer and identify the specific services that increase client happiness, and the necessity for Palestinian software companies to create organizational structures and methodical strategies to deliver services in accordance with client requirements rather than relying on the skill of personnel. According to Kano and SERVQUAL analysis, the key components that require re-evaluation in terms of significance are those related to time, specifically: communicating to customers when the service will be given, delivering service on time, and minimizing overall waiting time.
Keywords: Customers; Kano Model; Satisfaction; SERVQUAL; Software.