• ISSN: 2155-7950
  • Journal of Business and Economics

Integrating the Kano Model of Customer Service Quality to Identify Muslim

Consumers’ Requirements: A Preliminary Study of Hotels in Japan


Wesam Eid
(Institute of Business and Accounting, Kwansei Gakuin University, Japan)
Abstract: The growth of Islamic market has attracted the attention of the Japanese government to focus on Muslim consumers and their needs. This study focuses on identifying the factors that influence Muslim consumers’ choice of hotel accommodations in Japan. This study also integrates Kano model to identify elements of customers’ requirements and satisfaction in hotels located in Japan. The results show that there are no significant differences with different attributes and most of the attributes that address specific needs of Muslim consumers, such as Halal restaurants, fall under excitement attributes that exceed expectations.
Key words: Kano Model; Muslim consumers; customer satisfaction; hotels; Japan
JEL codes: M3

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