Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/16439
Title: The evaluation of quality attributes of NPO products : a case in medical garments
Authors: Xie, Y
Hui, CL 
Ng, SF 
Keywords: Customer satisfaction
Kano model
NPO
Quality attribute
Issue Date: 2010
Publisher: Routledge, Taylor & Francis Group
Source: Total quality management & business excellence, 2010, v. 21, no. 5, p. 517-535 How to cite?
Journal: Total quality management & business excellence 
Abstract: This paper conducts a comprehensive study on how to apply the Kano model series to identify the influence of different quality attributes on customer satisfaction in NPO products through investigating the medical garment provided by an NPO. Eleven quality attributes are identified for the medical garment products and the classification and prioritisation of the quality attributes are realised through incorporating the basic Kano model, the CS coefficient matrix and continuous analysis. The results of this paper contribute to both the existing literature and practical management.
URI: http://hdl.handle.net/10397/16439
ISSN: 1478-3363
EISSN: 1478-3371
DOI: 10.1080/14783363.2010.481515
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