Abstract: The market of pet shops has reached a saturation point, thus, pet shops should develop unique characteristics, recognize customers' needs, and enhance customer satisfaction with quality in order to attract more customers and increase profits. This study adopted the Kano model to obtain four items that could significantly increase customer satisfaction and avoid customer dissatisfaction: specific and clear interior facilities, circulation and signs, sufficient professional knowledge to respond to customers' questions, reliable customer service in workplace and clear indication of product prices. Pet shops can improve these items in order to enhance customer satisfaction and increase profits.
Keywords: pet shop, Kano model, service quality
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