Integrating the Kano Model and IPA to Measure Service Quality of Pet Grooming

Abstract

In recent years, there are huge business opportunities for pet grooming services, but the market competition has become increasingly fierce. In order to stand out in this competitive environment, operators need to identify customer needs (i.e., what customers care about). Therefore, the purpose of this study is to investigate the design of pet grooming services with customer satisfaction and to conduct a study with case studies of pet groomers. By introducing KANO Model and IPA to analyze customer needs and design customer satisfaction pet grooming services. The contributions are (1) to fill the research gap of pet owners’ expectations and satisfaction of the quality of services received by their pets. (2) Help pet grooming operators to classify and set strategic priorities for service quality for practical application.