A new model to improve service quality in the property management industry
Abstract
The categories and quality attributes of property services valued by customers in Taiwan are discussed in this paper. We proposed a hybrid model that combines SERVQUAL, the Kano model, and the Refined Kano model in order to examine a sample of three hundred customers. The results show that the new model analysis validated the effectiveness of the proposed approach while maintaining classification power at par with the Kano questionnaire; a lower turnover rate of service staff (X14) shall be considered the quality attribute of Potential (P), inferring that a lower dismissal rate of service staff allows the management to reduce oft-incurred training expenditures and maintain the company’s competitiveness. Indeed, a more consumer-oriented point of view and differentiated service strategies may effectively resolve the cognitive gap (and eventually the overall gap) between property service staff and customers. Consequently, property services providers would do well either to collaborate with research institutions or to carry out periodic surveys using questionnaires to improve the quality of their services.
Keyword : property services, service research, SERVQUAL, Kano model, Refined Kano model
How to Cite
Chiang, T.-Y., & Perng, Y.-H. (2018). A new model to improve service quality in the property management industry. International Journal of Strategic Property Management, 22(5), 436-446. https://doi.org/10.3846/ijspm.2018.5226
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Baruch, Y., & Holtom, B. C. (2008). Survey response rate levels and trends in organizational research. Human Relations, 61(8), 1139-1160. https://doi.org/10.1177/0018726708094863
Basfirinci, C., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239-248. https://doi.org/10.1016/j.jairtraman.2014.11.005
Borgianni, Y., & Rotini, F. (2015). Towards the fine-tuning of a predictive Kano model for supporting product and service design. Total Quality Management & Business Excellence, 26(3-4), 263-283. https://doi.org/10.1080/14783363.2013.791119
Chen, L. F. (2012). A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry. Omega, 40(5), 651-659. https://doi.org/10.1016/j.omega.2011.12.004
Chen, W. T., Huang, Y. H., & Chen, J. W. (2016). Using factor analysis to extract the critical success factors of property management for residential housing. Journal of Property Management, 7(2), 1-16.
Chiang, T. Y., Perng, Y. H., & Liou, L. E. (2017). Impact and adaptation strategies in response to climate change on Taiwan’s water resources. Applied Mechanics & Materials, 858, 335-341. https://doi.org/10.4028/www.scientific.net/AMM.858.335
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16. https://doi.org/10.1007/BF02893933
Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quality & Reliability Management, 27(6), 658-683. https://doi.org/10.1108/02656711011054542
Dočekalová, M. P., & Kocmanová, A. (2016). Composite indicator for measuring corporate sustainability. Ecological Indicators, 61, 612-623. https://doi.org/10.1016/j.ecolind.2015.10.012
Dominici, G., & Palumbo, F. (2013). The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels. International Journal of Leisure and Tourism Marketing, 3(3), 215-236. https://doi.org/10.1504/IJLTM.2013.052623
Ferreira, F. A., Spahr, R. W., Sunderman, M. A., Banaitis, A., & Ferreira, J. J. (2017). A learning-oriented decision-making process for real estate brokerage service evaluation. Service Business, 11(3), 453-474. https://doi.org/10.1007/s11628-016-0315-4
Griswold, R. S. (2013). Property management kit for dummies. New York, NY: John Wiley & Sons.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Analise Multivariada de Dados. Porto Alegre, PA: Bookman.
Herzberg, F., Mausner, B., & Snyderman, B. B. (1959). The motivation to work. New York, NY: John Wiley & Sons.
Hopkins, E. A., Read, D. C., & Goss, R. C. (2017). Promoting sustainability in the United States multifamily property management industry. Journal of Housing and the Built Environment, 32(2), 361-376. https://doi.org/10.1007/s10901-016-9516-3
Hu, K. C., & Hsiao, M. W. (2016). Quality risk assessment model for airline services concerning Taiwanese airlines. Journal of Air Transport Management, 53, 177-185. https://doi.org/10.1016/j.jairtraman.2016.03.006
Hurley, R. F., & Estelami, H. (1998). Alternative indexes for monitoring customer perceptions of service quality: a comparative evaluation in a retail context. Journal of the Academy of Marketing Science, 26(3), 209-221. https://doi.org/10.1177/0092070398263003
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39-48.
Kim, J. M., & Choi, S. B. (2017). An integrated application of Kano’s model and AHP to Korean online open market services. Multimedia Tools and Applications, 76(19), 19621-19634. https://doi.org/10.1007/s11042-016-3323-4
Liu, C. W., Lin, K. H., & Kuo, Y. M. (2003). Application of factor analysis in the assessment of groundwater quality in a blackfoot disease area in Taiwan. Science of The Total Environment, 313(1-3), 77-89. https://doi.org/10.1016/S0048-9697(02)00683-6
Lu, S. T., Shiu, J. Y., & Chang, D. S. (2014). Development of management support system for property management enterprises. Open Journal of Social Sciences, 2, 127-132. https://doi.org/10.4236/jss.2014.29022
Luor, T., Lu, H. P., Chien, K. M., & Wu, T. C. (2015). Contribution to quality research: a literature review of Kano’s model from 1998 to 2012. Total Quality Management & Business Excellence, 26(3-4), 234-247. https://doi.org/10.1080/14783363.2012.733264
Marshall, M. N. (1996). Sampling for qualitative research. Family Practice, 13(6), 522-526. https://doi.org/10.1093/fampra/13.6.522
Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38. https://doi.org/10.1016/S0166-4972(97)00072-2
Mikulić, J., & Prebežac, D. (2011). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality: An International Journal, 21(1), 46-66. https://doi.org/10.1108/09604521111100243
Mishra, D., Akman, I., & Mishra, A. (2014). Theory of reasoned action application for green information technology acceptance. Computers in Human Behavior, 36, 29-40. https://doi.org/10.1016/j.chb.2014.03.030
Nadiri, H., & Hussain, K. (2005). Diagnosing the zone of tolerance for hotel services. Managing Service Quality: An International Journal, 15(3), 259-277. https://doi.org/10.1108/09604520510597818
Nunnally, J. C. (1978). Psychometric theory. New York, NY: McGraw-Hill.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000–2015. International Journal of Contemporary Hospitality Management, 29(1), 2-29. https://doi.org/10.1108/IJCHM-10-2015-0594
Ooi, K. B., Lin, B., Tan, B. I., & Chong, A. Y. L. (2011). Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 25(6), 410-419. https://doi.org/10.1108/08876041111161005
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-37.
Park, Y., El Sawy, O. A., & Fiss, P. C. (2017). The role of business intelligence and communication technologies in organizational agility: a configurational approach. Journal of the Association for Information Systems, 18(9), 648-686. https://doi.org/10.17705/1jais.00001
Read, D. C., Goss, R. C., & Hopkins, E. (2017). Strategic business development and client prospecting in the third-party apartment management industry. International Journal of Strategic Property Management, 21(4), 346-356. https://doi.org/10.3846/1648715X.2017.1317297
Rubin, H. J., & Rubin, I. S. (2011). Qualitative interviewing: the art of hearing data. Thousand Oaks, CA: Sage.
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), 341-350. https://doi.org/10.1016/j.jbusres.2014.06.024
Shahin, A., Pourhamidi, M., Antony, J., & Hyun Park, S. (2013). Typology of Kano models: a critical review of literature and proposition of a revised model. International Journal of Quality & Reliability Management, 30(3), 341-358. https://doi.org/10.1108/02656711311299863
Terwee, C. B., Bot, S. D. M., de Boer, M. R., van der Windt, D. A. W. M., Knol, D. L., Dekker, J., Bouter, L. M., de Vet, H. C. W. (2007). Quality criteria were proposed for measurement properties of health status questionnaires. Journal of Clinical Epidemiology, 60, 34-42. https://doi.org/10.1016/j.jclinepi.2006.03.012
Tontini, G., Søilen, K. S., & Silveira, A. (2013). How do interactions of Kano model attributes affect customer satisfaction? An analysis based on psychological foundations. Total Quality Management & Business Excellence, 24(11), 1253-1271. https://doi.org/10.1080/14783363.2013.836790
Vilanova, M., Lozano, J. M., & Arenas, D. (2009). Exploring the nature of the relationship between CSR and competitiveness. Journal of Business Ethics, 87(1), 57-69. https://doi.org/10.1007/s10551-008-9812-2
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to Web sites: an exploratory study. International Journal of Quality & Reliability Management, 20(8), 919-935. https://doi.org/10.1108/02656710310493634
Wang, H., Kim, K. H., Ko, E., & Liu, H. (2016). Relationship between service quality and customer equity in traditional markets. Journal of Business Research, 69(9), 3827-3834. https://doi.org/10.1016/j.jbusres.2016.04.007
Wang, T., & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management, 27(2), 173-184. https://doi.org/10.1108/02656711011014294
Wang, Y. L., Luor, T., Luarn, P., & Lu, H. P. (2015). Contribution and trend to quality research – a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19(1), 34-45. https://doi.org/10.12948/issn14531305/19.1.2015.03
Watson, J. C. (2017). Establishing evidence for internal structure using exploratory factor analysis. Measurement and Evaluation in Counseling and Development, 50(4), 232-238. https://doi.org/10.1080/07481756.2017.1336931
Weiss, R. S. (1994). Learning from strangers: the art and method of qualitative interview studies. New York, NY: The Free Press.
Witell, L., Löfgren, M., & Dahlgaard, J. J. (2013). Theory of attractive quality and the Kano methodology – the past, the present, and the future. Total Quality Management & Business Excellence, 24(11-12), 1241-1252. https://doi.org/10.1080/14783363.2013.791117
Yang, C. C. (2005). The refined Kano’s model and its applications. Total Quality Management & Business Excellence, 16(10), 1127-1137. https://doi.org/10.1080/14783360500235850
Yang, C. C., Jou, Y. T., & Cheng, L. Y. (2011). Using integrated quality assessment for hotel service quality. Quality & Quantity, 45(2), 349-364. https://doi.org/10.1007/s11135-009-9301-4
Zhao, X., Bai, C., & Hui, Y. V. (2002). An empirical assessment and application of SERVQUAL in a mainland Chinese department store. Total Quality Management, 13(2), 241-254. https://doi.org/10.1080/09544120120102478
Balkyte, A., & Tvaronavičiene, M. (2010). Perception of competitiveness in the context of sustainable development: facets of “sustainable competitiveness”. Journal of Business Economics and Management, 11(2), 341-365. https://doi.org/10.3846/jbem.2010.17
Baruch, Y., & Holtom, B. C. (2008). Survey response rate levels and trends in organizational research. Human Relations, 61(8), 1139-1160. https://doi.org/10.1177/0018726708094863
Basfirinci, C., & Mitra, A. (2015). A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model. Journal of Air Transport Management, 42, 239-248. https://doi.org/10.1016/j.jairtraman.2014.11.005
Borgianni, Y., & Rotini, F. (2015). Towards the fine-tuning of a predictive Kano model for supporting product and service design. Total Quality Management & Business Excellence, 26(3-4), 263-283. https://doi.org/10.1080/14783363.2013.791119
Chen, L. F. (2012). A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry. Omega, 40(5), 651-659. https://doi.org/10.1016/j.omega.2011.12.004
Chen, W. T., Huang, Y. H., & Chen, J. W. (2016). Using factor analysis to extract the critical success factors of property management for residential housing. Journal of Property Management, 7(2), 1-16.
Chiang, T. Y., Perng, Y. H., & Liou, L. E. (2017). Impact and adaptation strategies in response to climate change on Taiwan’s water resources. Applied Mechanics & Materials, 858, 335-341. https://doi.org/10.4028/www.scientific.net/AMM.858.335
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16. https://doi.org/10.1007/BF02893933
Das, A., Kumar, V., & Saha, G. C. (2010). Retail service quality in context of CIS countries. International Journal of Quality & Reliability Management, 27(6), 658-683. https://doi.org/10.1108/02656711011054542
Dočekalová, M. P., & Kocmanová, A. (2016). Composite indicator for measuring corporate sustainability. Ecological Indicators, 61, 612-623. https://doi.org/10.1016/j.ecolind.2015.10.012
Dominici, G., & Palumbo, F. (2013). The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels. International Journal of Leisure and Tourism Marketing, 3(3), 215-236. https://doi.org/10.1504/IJLTM.2013.052623
Ferreira, F. A., Spahr, R. W., Sunderman, M. A., Banaitis, A., & Ferreira, J. J. (2017). A learning-oriented decision-making process for real estate brokerage service evaluation. Service Business, 11(3), 453-474. https://doi.org/10.1007/s11628-016-0315-4
Griswold, R. S. (2013). Property management kit for dummies. New York, NY: John Wiley & Sons.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2009). Analise Multivariada de Dados. Porto Alegre, PA: Bookman.
Herzberg, F., Mausner, B., & Snyderman, B. B. (1959). The motivation to work. New York, NY: John Wiley & Sons.
Hopkins, E. A., Read, D. C., & Goss, R. C. (2017). Promoting sustainability in the United States multifamily property management industry. Journal of Housing and the Built Environment, 32(2), 361-376. https://doi.org/10.1007/s10901-016-9516-3
Hu, K. C., & Hsiao, M. W. (2016). Quality risk assessment model for airline services concerning Taiwanese airlines. Journal of Air Transport Management, 53, 177-185. https://doi.org/10.1016/j.jairtraman.2016.03.006
Hurley, R. F., & Estelami, H. (1998). Alternative indexes for monitoring customer perceptions of service quality: a comparative evaluation in a retail context. Journal of the Academy of Marketing Science, 26(3), 209-221. https://doi.org/10.1177/0092070398263003
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39-48.
Kim, J. M., & Choi, S. B. (2017). An integrated application of Kano’s model and AHP to Korean online open market services. Multimedia Tools and Applications, 76(19), 19621-19634. https://doi.org/10.1007/s11042-016-3323-4
Liu, C. W., Lin, K. H., & Kuo, Y. M. (2003). Application of factor analysis in the assessment of groundwater quality in a blackfoot disease area in Taiwan. Science of The Total Environment, 313(1-3), 77-89. https://doi.org/10.1016/S0048-9697(02)00683-6
Lu, S. T., Shiu, J. Y., & Chang, D. S. (2014). Development of management support system for property management enterprises. Open Journal of Social Sciences, 2, 127-132. https://doi.org/10.4236/jss.2014.29022
Luor, T., Lu, H. P., Chien, K. M., & Wu, T. C. (2015). Contribution to quality research: a literature review of Kano’s model from 1998 to 2012. Total Quality Management & Business Excellence, 26(3-4), 234-247. https://doi.org/10.1080/14783363.2012.733264
Marshall, M. N. (1996). Sampling for qualitative research. Family Practice, 13(6), 522-526. https://doi.org/10.1093/fampra/13.6.522
Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38. https://doi.org/10.1016/S0166-4972(97)00072-2
Mikulić, J., & Prebežac, D. (2011). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality: An International Journal, 21(1), 46-66. https://doi.org/10.1108/09604521111100243
Mishra, D., Akman, I., & Mishra, A. (2014). Theory of reasoned action application for green information technology acceptance. Computers in Human Behavior, 36, 29-40. https://doi.org/10.1016/j.chb.2014.03.030
Nadiri, H., & Hussain, K. (2005). Diagnosing the zone of tolerance for hotel services. Managing Service Quality: An International Journal, 15(3), 259-277. https://doi.org/10.1108/09604520510597818
Nunnally, J. C. (1978). Psychometric theory. New York, NY: McGraw-Hill.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000–2015. International Journal of Contemporary Hospitality Management, 29(1), 2-29. https://doi.org/10.1108/IJCHM-10-2015-0594
Ooi, K. B., Lin, B., Tan, B. I., & Chong, A. Y. L. (2011). Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 25(6), 410-419. https://doi.org/10.1108/08876041111161005
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-37.
Park, Y., El Sawy, O. A., & Fiss, P. C. (2017). The role of business intelligence and communication technologies in organizational agility: a configurational approach. Journal of the Association for Information Systems, 18(9), 648-686. https://doi.org/10.17705/1jais.00001
Read, D. C., Goss, R. C., & Hopkins, E. (2017). Strategic business development and client prospecting in the third-party apartment management industry. International Journal of Strategic Property Management, 21(4), 346-356. https://doi.org/10.3846/1648715X.2017.1317297
Rubin, H. J., & Rubin, I. S. (2011). Qualitative interviewing: the art of hearing data. Thousand Oaks, CA: Sage.
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), 341-350. https://doi.org/10.1016/j.jbusres.2014.06.024
Shahin, A., Pourhamidi, M., Antony, J., & Hyun Park, S. (2013). Typology of Kano models: a critical review of literature and proposition of a revised model. International Journal of Quality & Reliability Management, 30(3), 341-358. https://doi.org/10.1108/02656711311299863
Terwee, C. B., Bot, S. D. M., de Boer, M. R., van der Windt, D. A. W. M., Knol, D. L., Dekker, J., Bouter, L. M., de Vet, H. C. W. (2007). Quality criteria were proposed for measurement properties of health status questionnaires. Journal of Clinical Epidemiology, 60, 34-42. https://doi.org/10.1016/j.jclinepi.2006.03.012
Tontini, G., Søilen, K. S., & Silveira, A. (2013). How do interactions of Kano model attributes affect customer satisfaction? An analysis based on psychological foundations. Total Quality Management & Business Excellence, 24(11), 1253-1271. https://doi.org/10.1080/14783363.2013.836790
Vilanova, M., Lozano, J. M., & Arenas, D. (2009). Exploring the nature of the relationship between CSR and competitiveness. Journal of Business Ethics, 87(1), 57-69. https://doi.org/10.1007/s10551-008-9812-2
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to Web sites: an exploratory study. International Journal of Quality & Reliability Management, 20(8), 919-935. https://doi.org/10.1108/02656710310493634
Wang, H., Kim, K. H., Ko, E., & Liu, H. (2016). Relationship between service quality and customer equity in traditional markets. Journal of Business Research, 69(9), 3827-3834. https://doi.org/10.1016/j.jbusres.2016.04.007
Wang, T., & Ji, P. (2010). Understanding customer needs through quantitative analysis of Kano’s model. International Journal of Quality & Reliability Management, 27(2), 173-184. https://doi.org/10.1108/02656711011014294
Wang, Y. L., Luor, T., Luarn, P., & Lu, H. P. (2015). Contribution and trend to quality research – a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19(1), 34-45. https://doi.org/10.12948/issn14531305/19.1.2015.03
Watson, J. C. (2017). Establishing evidence for internal structure using exploratory factor analysis. Measurement and Evaluation in Counseling and Development, 50(4), 232-238. https://doi.org/10.1080/07481756.2017.1336931
Weiss, R. S. (1994). Learning from strangers: the art and method of qualitative interview studies. New York, NY: The Free Press.
Witell, L., Löfgren, M., & Dahlgaard, J. J. (2013). Theory of attractive quality and the Kano methodology – the past, the present, and the future. Total Quality Management & Business Excellence, 24(11-12), 1241-1252. https://doi.org/10.1080/14783363.2013.791117
Yang, C. C. (2005). The refined Kano’s model and its applications. Total Quality Management & Business Excellence, 16(10), 1127-1137. https://doi.org/10.1080/14783360500235850
Yang, C. C., Jou, Y. T., & Cheng, L. Y. (2011). Using integrated quality assessment for hotel service quality. Quality & Quantity, 45(2), 349-364. https://doi.org/10.1007/s11135-009-9301-4
Zhao, X., Bai, C., & Hui, Y. V. (2002). An empirical assessment and application of SERVQUAL in a mainland Chinese department store. Total Quality Management, 13(2), 241-254. https://doi.org/10.1080/09544120120102478