A Decision Method to Maximize Service Quality under Budget Constraints: The Kano Study of a Chinese Machinery Manufacturer

Table 2

Service quality elements and benefits provided for customers in XCMG.

Service quality elements	Description and specification	Benefits provided
	Fulfill service commitments, maintenance service in PLC	Reliability, safety
	Quick response to requirements and complaints	Speediness
	Consultation and solutions customization	Empathy, added value
	Repair and maintenance service covers widely	Safety, assurance, and reliability
	Machinery vehicles status monitoring and warning, long range information transmission, and diagnosis	Safety, convenience
	Value-added service	Added value, empathy
	Network and online service	Convenience, speediness
	Used machinery vehicles business	Convenience, empathy
	High quality service staffs’ professional and technical abilities	Pleasure, assurance
	Compensation for delaying	Reliability, safety
	Proactive services provided regularly and periodically	Convenience, reliability
	Customer participation in service process	Added value, empathy