The Qualitative Measurement towards Organizational Behaviour by using Kano Method, CRM and ServQual
This research aims to study the organizational behavior of the employees by using SERVQUAL and Kano model. The usual application of SERVQUAL and Kano model is to find out the needs of the customer but for this research, it is used to find out the employees needs and feelings towards the organizational. SERVQUAL used to do a gap analysis of an organization's service quality performance against the service quality needs of its customers. The Kano Model classifies product attributes based on how they are perceived by customers and their effect on customer satisfaction. The Kano model defines various product attributes that are considered important to customers and as a decision maker. As result, the attributes that has the biggest factor in the behaviour of the employees are Managers being in the office to guide the employees, Managers helping the employees with the job, All employees able to finish the job on time and Employees respond towards a strict manager. These factors will have a big impact towards the CRM.
 Behnam N. (2017). Principles and contributions of total quality mangement (TQM) gurus on business quality improvement. Munich Personal RePEc Archive, pp. 1-31.
 Cooney T. (2005). Editorial: What is an entrepreneurial team? International Small Business Journal, 23(3), 226-227.
 Robbins J, Timothy A, & Sanghi Seema. (2009). Organisational behaviour. Pearson Prentice Hall.
 Wibowo J. (2016). Comparison of the models of organizational behavior: A review. Management and Economics Research, 2, 32-40.
 Ivanko S. (2016). Organizational behavior. Ljubljana: Faculty of Public Administration University of Ljubljana.
 McGregor D. (1960). The human side of enterprise. New York: McGraw Hill.
 Wisniewski M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality, 11(6), 380-388.
 Berger C, Blauth B, Boger D,, & Bolster C. (1993). Kano‟s methods for understanding customer-defined quality. The Center for Quality of Management Journal, 2(4), 2–36.
 Matzler K & Hinterhuber H. (1998). How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment. Technovation, 18, 25-38.
 Nilsson-Witell & Fundin A. (2005). Dynamics of service attributes: a test of Kano's theory of attractive quality. International Journal of Service Industry Management, 16(2), 152-168.
 Hankinson G. (2005). Destination brand images: A business tourism perspective. Journal of Services Marketing, 19(1), 24–32.
 Kano N., Seraku N., Takahashi F, & Tsuji S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 41, 39-48.
Copyright (c) 2019 International Journal of Engineering and Management Research
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.