Original scientific paper

https://doi.org/10.17559/TV-20180624094340

Forecasting Service Quality Dynamics Based on Integrated Method with GM(1,1) Model and Markov Chain

Qingliang Meng orcid.org/0000-0002-4609-8651 ; School of Management & Economics, Jiangsu University of Science and Technology, 301, Xuefu Road, Zhenjiang, Jiangsu 212 013, China
Zhijie Sasha Dong ; Industrial Engineering Program, Ingram School of Engineering, Texas State University, 601 University Dr, San Marcos, TX 78666, United States
Lin He ; School of Management & Economics, Jiangsu University of Science and Technology, 301, Xuefu Road, Zhenjiang, Jiangsu 212 013, China
Jing Dong ; School of Management & Economics, Jiangsu University of Science and Technology, 301, Xuefu Road, Zhenjiang, Jiangsu 212 013, China

Abstract

Dynamics of quality attributes derived from Kano model has been recognized as one of the most interesting and fruitful developments of attractive quality theory. The purpose of this study is to propose an integrated method with GM(1,1) model and Markov chain to forecast the dynamics of service quality attributes with limited data and explore the existence of the alternative life cycles. Further, an empirical study of the express delivery industry in China is conducted at four points of time (the year of 2008, 2010, 2012, and 2013) to verify the feasibility of the method. This study not only provides a quantitative method for forecasting the dynamics of service quality attributes with limited information, but also gives evidence for the existence of alternative life cycles of service quality attributes.

Keywords

dynamics of quality attributes; express delivery service; GM(1,1) model; Kano model; life cycle of quality attribute; Markov chain

Hrčak ID:

207445

URI

https://hrcak.srce.hr/207445

Publication date:

28.10.2018.

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