There are a lot of quality related searches enforced in practice or academic. So vary methods developed to adopt for investigation and to dig out important facts. The work applies two models are gap analysis model and Kano model. There are five gaps in the gap analysis, means customer demand or expectation that firms could not satisfy. The main idea of Kano's model is quality elements distinguished to observe the impact of customer satisfaction. Investigation object of the work is a hot spring firm. So quality attribute identified via Kano's model and how quality reformed through gap analysis ...
