A Conceptual Process of Implementing Quality Apparel Retail Store Attributes: An Application of Kano’s Model and the Quality Function Deployment Approach
Shubhapriya Bennur, Byoungho Jin

Abstract
Retail store attributes play a significant role in customer satisfaction. It is important to identify the attributes, prioritize them and strategically focus on implementing important attributes that fulfill customer expectations. Very limited studies have been directed towards understanding the accurate roles of store attributes in customer satisfaction and effectively implement important store attributes in apparel retail store settings. Therefore, this study proposes a conceptual frame work for implementing quality apparel retail store attributes using an integrated method of Kano’s model and the quality function deployment approach which ensures customer satisfaction.

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