Service quality elements

O

A

M

I

R

Q

Total

Kano category

CS

DS

f₁

11

40

5

47

0

0

103

I

0.50

−0.16

f₂

16

41

7

39

0

0

103

I

0.55

−0.22

f₃

8

29

14

51

1

0

103

I

0.36

−0.22

f₄

16

31

7

49

0

0

103

I

0.46

−0.22

f₅

7

21

44

25

6

0

103

M

0.29

−0.53

f₆

27

43

12

21

0

0

103

A

0.68

−0.38

f₇

22

50

9

22

0

0

103

A

0.70

−0.30

f₈

19

12

23

48

1

0

103

I

0.30

−0.41

f₉

51

18

25

9

0

0

103

O

0.67

−0.74

f₁₀

7

22

3

64

6

1

103

I

0.30

−0.10

f₁₁

55

16

18

14

0

0

103

O

0.69

−0.71