In the 2017-2020 period, experts from the Institute for Technology and Economic – Tourism Research (QTV – Research & Development) conducted a series of studies on the asymmetric impact of service factors on customer satisfaction. They applied the Tetraclasse model (Llosa, 1996) and the Kano model (1997) to conduct research in the fields of banking, tour experiences, and learning experiences at private universities. This research has helped managers optimize investment costs across different service factor groups while still ensuring high levels of customer satisfaction.
A STUDY MEASURING THE IMPACT OF SERVICE FACTORS ON CUSTOMER SATISFACTION: APPLYING AN ASYMMETRIC MODEL TO BANKING SERVICES, TOUR EXPERIENCES, AND LEARNING EXPERIENCES AT PRIVATE UNIVERSITIESTải xuống
