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Most studies on higher education focus on students as customers, and evaluate student levels of satisfaction/dissatisfaction with their programs, while generally neglecting teacher work satisfaction. Thus, this study evaluates how employee dissatisfaction with various investment items determines the improvement priority.

This study used the academic literature to establish a satisfaction model for higher education employees. The model is divided into six dimensions: organisation vision, respect, result feedback and motivation, management system, pay and benefits, and work environment. Using a questionnaire based on the model, 248 teachers were surveyed to investigate and analyze their importance‐satisfaction level. The importance‐satisfaction model (I‐S model) was then applied to place each quality attribute into the I‐S model, and thus determine the improvement strategy.

The analytical results showed that higher education employees focus on high salaries and fair promotion systems. Investigations of the job satisfaction of college teachers in Europe and America have produced similar results.

The employee satisfaction model for the higher education sector not only considers satisfaction levels but also degrees of importance in deciding the improvement strategy.

The improvement of service quality has become a major strategy for improving competitiveness. The identification of customers’ requirements and the measurement of satisfaction levels are therefore two crucial activities for enterprises. However, firms frequently fail to understand customer requirements, and the usual methods for measuring customer satisfaction are incomplete. The present research establishes an integrated model for achieving multiple targets in measuring service quality, i.e. to identify the important quality attributes that are identified by customers; to understand customer satisfaction levels with respect to these quality attributes; to discover the difference between employees’ perceptions and the customers’ perceptions of these quality attributes; to use the analytic results to improve service quality; and to identify the categories of Kano’s model of each quality attribute that can be used as critical reference on quality decisions. This integrated model is valuable for practical implementation in industries, and as an important reference for academic research on service quality.

Although there are many quality measurement theories and models, all are imperfect; that is, each has its own advantages and disadvantages. Particularly, some models cannot indicate accurate improvement priorities. The purpose of this study is to develop an integrated performance model that improves service quality and acquires accurate improvement priorities that promote customer satisfaction and eliminate resource wastage.

This study applied a performance matrix and quality loss function (QLF) theory to determine priority items needing improvement. A questionnaire was designed to determine the priority of improvement objectives derived from certain questionnaire items that do not fall into the appropriate performance zone (APZ) of the performance matrix. Finally, the QLF was adopted to rank the improvement objectives in terms of priority. A large QLF area indicates customer satisfaction needs improvement.

This study utilized an employee satisfaction survey to demonstrate this matrix, and found that it reflects the improvement priorities of different items and avoids the shortcomings of other models. In this case study, 11 items must be improved; furthermore, five items with the greatest QLF areas became the priority items for improvement.

This performance matrix also considers the items of surplus resource investment, which can be included in improvements, thereby avoiding resource wastage.

This study aims to establish a comprehensive satisfaction analysis framework by mining online restaurant reviews, which can not only accurately reveal consumer satisfaction but also identify factors leading to dissatisfaction and further quantify improvement opportunity levels.

Adopting deep learning, Cross-Bidirectional Encoder Representations Transformers (BERT) model is developed to measure customer satisfaction. Furthermore, opinion mining technique is used to extract consumers’ opinions and obtain dissatisfaction factors. Furthermore, the opportunity algorithm is introduced to quantify attributes’ improvement opportunity levels. A total of 19,133 online reviews of 31 restaurants in Universal Beijing Resort are crawled to validate the framework.

Results demonstrate the superiority of Cross-BERT model compared to existing models such as sentiment lexicon-based model and Naïve Bayes. More importantly, after effectively unveiling customer dissatisfaction factors (e.g. long queuing time and taste salty), “Dish taste,” “Waiters’ attitude” and “Decoration” are identified as the three secondary attributes with the greatest improvement opportunities.

The proposed framework helps managers, especially in the restaurant industry, accurately understand customer satisfaction and reasons behind dissatisfaction, thereby generating efficient countermeasures. Especially, the improvement opportunity levels also benefit practitioners in efficiently allocating limited business resources.

This work contributes to hospitality and tourism literature by developing a comprehensive customer satisfaction analysis framework in the big data era. Moreover, to the best of the authors’ knowledge, this work is among the first to introduce opportunity algorithm to quantify service improvement benefits. The proposed Cross-BERT model also advances the methodological literature on measuring customer satisfaction.

Semiconductor wafer fabrication (FAB) is recognized as one of the most complex manufacturing systems. A newly built FAB has to pass various audits from its customer before the customer's wafers are initially produced. 5S audit is one of them. In order to comply with customer (auditor) expectations toward 5S practice, this paper assists wafer fabrication managers in allocating the limited resources to places that are valued most by their customer. The paper aims to discuss these issues.

This paper applied Yang's refined Kano model to Ho's 5S checklist to prioritise these checkpoints for a FAB. An empirical study based on Ho's 5S checklist from experienced internal auditors (respondents) to prioritise 5S activities was explored to justify its feasibility for a FAB and importance-satisfaction for customer.

An empirical study in a case FAB demonstrated how the refined model prioritised 5S activities based on Ho's 5S checklist. The result of this study further showed that quality attributes possess different identities, which could offer management more framable scopes to implement 5S practice and sustain 5S scene management.

Since this empirical study was focused on a 300-mm wafer fabrication company, the results and findings may not generally explain other wafer-size fabrications.

This study was applied to a real-world case of a newly built 300-mm semiconductor fabrication in Taiwan. It is a straightforward bridge to link a methodology in a practical manner to disseminate information to both researchers and practitioners.

From the adoption of the refined Kano model, specific required check points for 5S practice are transformed from subjective, conceptual and linguistic practice to be identified, quantified and prioritised for semiconductor wafer fabrication under resources constraints to cater customer's 5S expectations and to generate more attention in building-up a much more robust scene management. This paper provided a systemic way to prioritise 5S activities for a semiconductor wafer fabrication.

The present study aims to further research the theory of attractive quality for new offers by analyzing the HWWP (Health, Weapon, Wealth, Prospect) model and testing its uniformity. The purpose is to extend and refine the HWWP model based on meridian elasticity curves with the final scope of building a map for better understanding the potential value of the quality attributes in new product or strategic service design.

After a thorough analysis of the HWWP model for prepurchase value judgment, it has been observed that the classical form often presents a concentration of the quality attributes in its graphic representation, which limits managerial decision making. This paper presents a new methodology for testing the uniformity of the current HWWP model and a generalized approach for understanding the potential lifecycle of the new offer's features.

The results of the presented case study validate the novel tool’s applicability and can serve as a reference for managers to adequately classify customer requirements as the first step toward strategic design.

The author’s main contributions are: to have analyzed the current HWWP model and observed the limitations of this approach; to have proposed a statistical simple method used to test the uniformity of the HWWP model; to have developed a generalized new HWWP model that adequately explores each feature value and potential lifecycle base on meridian slices and elasticity orbits.

Though daycare centres are built to facilitate children's social and physical growth, divergent stakeholder perceptions yield conflicts while managing risks for each space due to the minimal guidelines in the Republic of Korea. Due to the unclearly defined knowledge and experience gap between representative stakeholders, teachers have difficulties in operating it with high satisfaction. This study therefore was conducted to systematically identify which parts of performance should be increased to preferentially increase end-user satisfaction in limited resources.

This research conducted quantitative analysis gradually. Importance–performance analysis (IPA) grasped the perceptions of construction practitioners and end-users after identifying space composition and representative risks of daycare centres. Based on the factors influencing perception differences, principal component analysis and structural equation modelling (SEM) were conducted to determine which space improves the performance preferentially to increase overall end-user satisfaction.

As the utilisation of indoor spaces increases after COVID-19, improvement of indoor spaces except for indoor playroom is necessary, especially, advancement of the quality of teachers' rooms.

Outputs by reflecting the end-user experiences support to understand which spaces are managed from the limited resources.

Theoretical framework for daycare centre was established in Korea where guidelines were insufficient, and differences in perception of each risk of stakeholders were identified. Moreover, gradual statistical analysis was set to construct end-user-focused centres by extracting where the performance of space should be improved in prior.

The purpose of this paper is to further develop a method to convert (dis)satisfaction on critical attributes (critical to qualities, CTQs) in the customer satisfaction survey into performance measures that are equivalent to defect per million opportunities (DPMO).

Stepwise multiple regression analysis is applied to identify the CTQs, where the overall satisfaction is the dependent variable and the attribute‐related (dis)satisfactions (i.e. performance score minus importance score) are the independent variables. To simulate the attribute‐related (dis)satisfaction for the identified CTQs, random numbers that follow normal standard distribution are generated and returned into random numbers that have similar characteristics (properties) with the primary data. The proportion of returned random numbers below the lower six sigma limit (SL) and above the upper six SL is adjusted into dissatisfaction per million opportunities (DisPMO) and delight per million opportunities (DePMO), respectively.

Applying the logic of DPMO outside the boundary of an organisation (i.e. in the market) leads to two distinct measures, DisPMO and DePMO. These two measures can be transformed into two types/variants of sigma levels, i.e. left‐side (approximated from DisPMO) and right‐side (from DePMO), which may describe organisational effectiveness in the market from two different but complementary approaches.

DisPMO and DePMO provide a basis for assessing the effectiveness of an organisation (manufacturing/non‐manufacturing) according to six sigma methodology, where the “importance” and “performance” dimensions are considered simultaneously. Hence, the applications of DPMO (as six sigma's main performance measure) within and outside the boundary of an organisation are consistent and comparable.

With an objective to measure the quality of service provided at Indian railway stations, the purpose of this paper is to propose a method that indicates the level of importance and satisfaction which other known methods of service quality assessment do not clearly provide. In total, six attributes related to passenger services of an Indian railway station are considered. Prioritization of the attributes for improvement of service quality can be decided based on the proposed method.

The Law of Categorical Judgment is used to determine levels of importance and levels of satisfaction of disaggregated passenger groups and passengers as a whole. The law is applied to the responses obtained, using a Likert scale, to the six attributes through random passenger survey of different groups at Howrah Railway Station, a major railway terminal in eastern India. The objective is to check the difference in importance levels and satisfaction levels and then prioritize for improvement accordingly.

The findings are based on the responses of passengers to the questions designed for the purpose of assessing the service quality based on six different attributes. Analysis of results shows that both the levels of importance, as well as satisfaction, can be assessed by the Law of Categorical Judgment. The results indicate that passengers are mostly dissatisfied with “extent of waiting”; thereafter, there is a desire for further improvement of the “security” system. The “travel associated facilities” such as Automated Teller Machine and use of cashless facilities at ticket counters; and “passenger amenities” such as station furniture and refreshment room have also been ranked higher in terms of need for improvements.

The work excludes some of the intangible service aspects such as behaviour, friendliness, managerial skills, etc.

The designed methodology helps in making decisions on levels of service, which is a better indicator of the service quality, particularly for public services such as railway stations.

The objective of this research is to provide insight into the management of service quality and emotions across customer relationships in the business‐to‐consumer market and to identify which segmentation method, i.e. conceptual versus data‐driven, is more effective for this purpose.

A cross‐sectional customer satisfaction survey conducted in the hotel industry was used to test the predictions. The respondents were Norwegian customers (n=689) of an international hotel chain, interviewed by telephone through a professional marketing research bureau. Several statistical analyses were applied to analyze the data, i.e. Cluster, MANOVA and regression. The conceptual model was estimated using PLS.

It would appear that the weaker the relationship segment, the more quality‐based and disappointing is the customer experience. The stronger or closer the relationship segment, the more balanced (with respect to price and quality) and joyful is the experience. One segmentation method seems to be more efficient than the other in this context.

The sample consists of Norwegian customers from the hotel industry represented by the business customer segment. There are more men than women in the samples.

The findings will allow service providers to develop more effective product‐service‐price offerings and manage the emotional responses of customers with whom they have very different relationships.

This is the first scientific study to examine just how the role of emotions varies across relationship segments while comparing the findings from two different segmentation techniques.