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The Kano Model: How the Pandemic Influences Customer Satisfaction with Digital Wallet Services in Indonesia
16 references·4 citing·42 second hop
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References

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  • 2014Partial least squares structural equation modeling (PLS-SEM)11,717 cited
  • 2022Business Research Methods10,949 cited
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  • 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
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  • 2012Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes1,131 cited
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  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited
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  • 2010Integration of Kano’s Model into quality function deployment (QFD)

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157 cited
  • 2013Typology of Kano models: a critical review of literature and proposition of a revised model146 cited
  • Cited by

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    • 2023Managing Consumers’ Adoption of Artificial Intelligence-Based Financial Robo-Advisory Services: A Moderated Mediation Model18 cited
    • 2024A hybrid multi-attribute decision-making model for the systematic evaluation of exoticism-themed retail spaces from the perspective of consumer experience15 cited
    • 2024The Role of Trust on the Continuance Usage Intention of Indonesian Mobile Payment Application12 cited