Review on the theory of attractive quality kano model
Customer satisfaction is the critical factor that decided the success or failure of the new product or the new service. However, fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. Kano’s model is a methodology that hel...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Design for Scientific Renaissance
2014
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/40286/ http://irep.iium.edu.my/40286/ http://irep.iium.edu.my/40286/4/40286.pdf |
| Summary: | Customer satisfaction is the critical factor that decided the success or failure of the new product or the
new service. However, fulfilling the individual product requirements to a great extent does not
necessarily imply a high level of customer satisfaction. Kano’s model is a methodology that helps in
determining the different influences on new products and services. This paper also demonstrates how
the results of a customer survey can be interpreted and how conclusions can be drawn and used for
the management of customer satisfaction is demonstrated. A new product or new service can survive
and become effective only if the customers are willing to buy. Kano Model is an insightful
representation of 3 main categories of needs any product or service must address in order to survive in
a competitive market. Kano model should be supported by quantitative approach that can strengthen
the method by developing measured values to reduce the risk usually associated with developing new
products and new services. Finally, the technical issue and cost estimation and market place situation
will always the critical and key factor in any future decision making. Therefore Kano model should be
done and implemented by a cross functional team with different expertise to minimize risk and
optimize the results |
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