Integrating Kano’s model into web-community service quality

This study uses Kano’s two-way quality model to categorize Web-community service quality dimensions and their elements and understand the demands of users. The results show that in terms of overall samples, among the 29 service quality elements, 6 are attractive quality, 5 are one-dimensional quality, 11 are must-be quality, and 7 are indifferent quality. In the 6 service quality dimensions, there is 1 attractive quality, 2 one-dimensional quality, and 3 must-be quality. The satisfaction increment index and dissatisfaction decrement index of service quality of Web-community based on CQM (1993) quality index are also calculated in this study. Through these two indexes, we can find out the increment of satisfaction and decrement of dissatisfaction in analysis of improvement on certain quality element, and use the results as reference for future improvements on service provided to Web-community. The future research can incorporate Kano’s model with quality function deployment (QFD) to find out the demand of Web-community and its significance and prioritize the service items