Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company

Yaninee Tharathongun; Detcharat Sumrit; Assadej Vanichchinchai; Piyanoot Sumrith

doi:10.1109/ICTLE55577.2022.9901800

Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company

Yaninee Tharathongun
, Detcharat Sumrit
, Assadej Vanichchinchai
, Piyanoot Sumrith

Information System Management Technology Academic Group

Mahidol University
WeMove Platform Co.,Ltd.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Citation (Scopus)

Abstract

This research aims to understand customer satisfaction by studying logistics service attributes based on the Kano model. The survey of 42 American customers was conducted to evaluated customer perspective on 9 logistics attributes of a tire manufacturing and distribution company. The results of this research conduct by applying Kano model analysis in order to classify logistics service attributes into 6 categories and explain the difference effects of each attribute on the level of customer satisfaction. It can be the guide for company for improving their logistics services according to their customer's needs. Moreover, the results of this research would be benefit for planning, managing and preventing the problems in logistics process that always lead to huge damage on company's operating costs and terrified effects to customer satisfaction and loyalty.

Original language	English
Title of host publication	2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	117-121
Number of pages	5
ISBN (Electronic)	9781665486309
DOIs	https://doi.org/10.1109/ICTLE55577.2022.9901800
Publication status	Published - 2022
Event	10th International Conference on Traffic and Logistic Engineering, ICTLE 2022 - Virtual, Online, China Duration: 12 Aug 2022 → 14 Aug 2022

Publication series

Name	2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022

Conference

Conference	10th International Conference on Traffic and Logistic Engineering, ICTLE 2022
Country/Territory	China
City	Virtual, Online
Period	12/08/22 → 14/08/22

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

Keywords

customer satisfaction
kano model
logistics service attributes

Access to Document

10.1109/ICTLE55577.2022.9901800

Cite this

Tharathongun, Y., Sumrit, D., Vanichchinchai, A., & Sumrith, P. (2022). Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company. In 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022 (pp. 117-121). (2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/ICTLE55577.2022.9901800

Tharathongun, Yaninee ; Sumrit, Detcharat ; Vanichchinchai, Assadej et al. / Applying Kano Model to Study Logistics Service Attributes : A Case Study of a Rubber Tires Company. 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022. Institute of Electrical and Electronics Engineers Inc., 2022. pp. 117-121 (2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022).

@inproceedings{e3d0e854ad3343209183edf3975b1937,

title = "Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company",

abstract = "This research aims to understand customer satisfaction by studying logistics service attributes based on the Kano model. The survey of 42 American customers was conducted to evaluated customer perspective on 9 logistics attributes of a tire manufacturing and distribution company. The results of this research conduct by applying Kano model analysis in order to classify logistics service attributes into 6 categories and explain the difference effects of each attribute on the level of customer satisfaction. It can be the guide for company for improving their logistics services according to their customer's needs. Moreover, the results of this research would be benefit for planning, managing and preventing the problems in logistics process that always lead to huge damage on company's operating costs and terrified effects to customer satisfaction and loyalty.",

keywords = "customer satisfaction, kano model, logistics service attributes",

author = "Yaninee Tharathongun and Detcharat Sumrit and Assadej Vanichchinchai and Piyanoot Sumrith",

note = "Publisher Copyright: {\textcopyright} 2022 IEEE.; 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022 ; Conference date: 12-08-2022 Through 14-08-2022",

year = "2022",

doi = "10.1109/ICTLE55577.2022.9901800",

language = "English",

series = "2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022",

publisher = "Institute of Electrical and Electronics Engineers Inc.",

pages = "117--121",

booktitle = "2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022",

}

Tharathongun, Y, Sumrit, D , Vanichchinchai, A & Sumrith, P 2022, Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company. in 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022. 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022, Institute of Electrical and Electronics Engineers Inc., pp. 117-121, 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022, Virtual, Online, China, 12/08/22. https://doi.org/10.1109/ICTLE55577.2022.9901800

Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company. / Tharathongun, Yaninee; Sumrit, Detcharat ; Vanichchinchai, Assadej et al.
2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022. Institute of Electrical and Electronics Engineers Inc., 2022. p. 117-121 (2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Applying Kano Model to Study Logistics Service Attributes

T2 - 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022

AU - Tharathongun, Yaninee

AU - Sumrit, Detcharat

AU - Vanichchinchai, Assadej

AU - Sumrith, Piyanoot

PY - 2022

Y1 - 2022

N2 - This research aims to understand customer satisfaction by studying logistics service attributes based on the Kano model. The survey of 42 American customers was conducted to evaluated customer perspective on 9 logistics attributes of a tire manufacturing and distribution company. The results of this research conduct by applying Kano model analysis in order to classify logistics service attributes into 6 categories and explain the difference effects of each attribute on the level of customer satisfaction. It can be the guide for company for improving their logistics services according to their customer's needs. Moreover, the results of this research would be benefit for planning, managing and preventing the problems in logistics process that always lead to huge damage on company's operating costs and terrified effects to customer satisfaction and loyalty.

AB - This research aims to understand customer satisfaction by studying logistics service attributes based on the Kano model. The survey of 42 American customers was conducted to evaluated customer perspective on 9 logistics attributes of a tire manufacturing and distribution company. The results of this research conduct by applying Kano model analysis in order to classify logistics service attributes into 6 categories and explain the difference effects of each attribute on the level of customer satisfaction. It can be the guide for company for improving their logistics services according to their customer's needs. Moreover, the results of this research would be benefit for planning, managing and preventing the problems in logistics process that always lead to huge damage on company's operating costs and terrified effects to customer satisfaction and loyalty.

KW - customer satisfaction

KW - kano model

KW - logistics service attributes

UR - https://www.scopus.com/pages/publications/85141367788

U2 - 10.1109/ICTLE55577.2022.9901800

DO - 10.1109/ICTLE55577.2022.9901800

M3 - Conference contribution

AN - SCOPUS:85141367788

T3 - 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022

SP - 117

EP - 121

BT - 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022

PB - Institute of Electrical and Electronics Engineers Inc.

Y2 - 12 August 2022 through 14 August 2022

ER -

Tharathongun Y, Sumrit D , Vanichchinchai A, Sumrith P. Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company. In 2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022. Institute of Electrical and Electronics Engineers Inc. 2022. p. 117-121. (2022 10th International Conference on Traffic and Logistic Engineering, ICTLE 2022). doi: 10.1109/ICTLE55577.2022.9901800

Applying Kano Model to Study Logistics Service Attributes: A Case Study of a Rubber Tires Company

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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