An Analysis on Customer Satisfaction Attributes of Spa Resort using Kano Model
Jang-Wook Kwon · Journal of Tourism and Leisure Research · 2018
This study analyzed the degree of satisfaction /dissatisfaction of spa resort using Kano model and Timko "s customer satisfaction coefficient and tried to suggest directions to maximize satisfaction and minimize dissatisfaction. As a result, there were 13 attractive quality(A), 2 one-dimensional quality(O), 10 must-be quality(M), and 1 indifferent quality(I). The attractive quality(A) was derived from efficacy of hot spring water, spa treatment program, leisure facilities, short distance, convenient transportation, free shuttle bus, time to arrive, food price, transportation fee, special event, discount, promotional sightseeing program. As for the one-dimensional quality(O), it was found that the rate of the hot spring facility and the rate of the accommodation were derived. Accessibility and promotion are all attractive quality, while services are classified as must-be quality and the remaining factors are composed of various quality. Among the price factors, the cost of hot springs and the cost of accommodation are the unity quality(O) and the food and transportation charge is high as the attractive quality(A). For the facility, the leisure facilities were the attractive quality(A), while the food and beverage facilities and the accommodation and parking facilities were the must-be quality(M). In addition, entertainment facilities are indifferent quality(I) that do not affect both satisfaction and dissatisfaction.