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

Table 6

Cost for each service quality element.

Service quality elements (number)	Description and specification	Costs (¥1000)
	Fulfill service commitments, maintenance service in PLC	4800
	Quick response to requirements and complaints	295
	Consultation and solutions customization	400
	Repair and maintenance service covers widely	4300
	Machinery vehicles status monitoring and warning, long range information transmission, and diagnosis	360
	Value-added service	200
	Network and online service	170
	Used machinery vehicles business	215
	High quality service staffs’ professional and technical abilities	310
	Compensation for delaying	460