The Qualitative Measurement towards Organizational Behaviour by using Kano Method, CRM and ServQual

  • Fevi Syaifoelida
  • M.A.M Megat Hamdan
  • A.A Fikry
  • M.R Eqwan
  • Iszmir Nazmi
Keywords: Organizational Behaviour, ServQual, Kano, Customer, GAP


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.


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How to Cite
Fevi Syaifoelida, M.A.M Megat Hamdan, A.A Fikry, M.R Eqwan, & Iszmir Nazmi. (2019). The Qualitative Measurement towards Organizational Behaviour by using Kano Method, CRM and ServQual. International Journal of Engineering and Management Research, 9(6), 91-97.