Study on Kano Model and Its Application in Car Rental Service Management

摘要

By virtue of the Kano Model in the researches of the Car Rental service quality, we get five different quality attributes. Accordingly, the paper researched the promotional effect of satisfactory level or the relieving effect of unsatisfactory level based on the customer satisfactory coefficient. The research results showed that: based on the Kano analysis, the car rental service manager should first meet with the Must-be quality, and then the One-dimension quality, which are both treated as the indicators in this research. The more improving effect the indicator equipped, the priority it should takes. Besides, certain focus should be given to the Attributive quality which plays crucial role, and in the last the synthesis service quality will be improved.