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Airport digitalization has revolutionized service delivery at passenger touchpoints, which leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid transition to digital services genuinely enhances passenger satisfaction with airport services. This study uses a mixed-method approach to identify key traditional and technology-driven information services in smart airports. The specific aim is to determine the optimal balance in which digital technologies can effectively replace human-provided services to establish sustainable passenger loyalty. Two rounds of Delphi surveys were conducted with panels of 23 and 21 experts, followed by an online Kano survey with 401 international passengers. The Delphi analysis identified 16 key information service attributes, while the Kano analysis revealed that the majority of technology-based services were attractive and positively influenced passenger satisfaction. By contrast, human-based services were mostly indifferent, although some were vital for boosting satisfaction and preventing dissatisfaction. These results advance the current airport service research and provide practical insights into optimizing passenger experiences through the strategic integration of technology for sustainable smart airports while maintaining essential human-provided services. [ABSTRACT FROM AUTHOR]

Traditional door mechanisms in public spaces, such as knob locks and standard handles, require manual contact, making them prone to contamination and posing significant health risks. To address the critical need for a safer and more hygienic solution, this study aimed to develop an innovative foot-operated door mechanism that is accessible and intuitive for all users. The study applies the Theory of Inventive Problem Solving (TRIZ), ergonomic principles, and universal design to develop the foot-operated mechanism, while using Importance–Performance Analysis (IPA) and the Kano model to evaluate user satisfaction and identify design improvements. The foot-operated mechanism developed in this study features internal and external pedals for seamless door operation, a secure locking system, and color-coded indicators for clear occupancy status communication, ensuring both ease of use and privacy. The design significantly enhances hygiene by minimizing manual contact and improves user convenience, as confirmed through the IPA-Kano analysis. This mechanism not only provides a practical and effective solution to contamination risks but also demonstrates versatility, making it suitable for various public spaces and accessible to a wide range of users. This study represents a significant contribution to public infrastructure by providing a safer, more hygienic, and sustainable solution for door operation in public spaces. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to identify and prioritize the needs of coworking members. The authors focus on maintaining the existing members rather than attracting new ones. Design/methodology/approach: The authors use two phases and multiple methods. The first phase focuses on a qualitative approach using observations and interviews to uncover and formulate the members' needs. The second phase focuses on prioritizing the needs using a quantitative approach. Findings: The authors discovered 19 member needs from the coworking spaces. Based on an online survey, the authors classified those needs into three main Kano model's categories. Originality/value: The resulting member needs and their strategic priorities provide a useful basis for coworking providers to direct their improvement efforts towards achieving greater member satisfaction. [ABSTRACT FROM AUTHOR]

New product development (NPD) is crucial for helping companies to maintain competitive advantages. In this study, a methodological framework is presented combining a novel Kano model and fuzzy axiomatic design (FAD) for improving the product development capability in the whole NPD process. In the Kano model, a novel mixed-class classification method is presented to classify each evaluation indicator agreed on by the majority, and to calculate the affiliation value based on category strength (CS) to display the degree to which the indicator belongs to a certain attribute. A new importance ratio is also proposed to adjust the importance of each indicator attribute. This helps to achieve higher customer satisfaction and improve the attractiveness of the product or service. FAD is then used to measure the gap between customer satisfaction and the company's expected levels of satisfaction in terms of product functions. This enables the company to obtain more comprehensive information for decision-making. A case study is provided to verify the practicability of the proposed method. Sensitivity analysis proves the robustness of the results based on the number of respondents. Finally, comparative analysis with existing approaches demonstrates the strengths of the proposed method. [ABSTRACT FROM AUTHOR]

Background and objectives: The urban underground complex integrates comprehensive architecture and subterranean space, presenting physical and psychological complexities. To mitigate the negative experiences associated with this complexity, we need to explore, in depth, how the built environmental elements of underground complexes affect user perception to design a comfortable, healthy, and biophilic underground space. Methods: We selected Tianfu Square, a typical underground complex in Chengdu, China, as the empirical case. We identified 26 key environmental indicators affecting user perception and designed Kano and satisfaction questionnaires based on these indicators. A total of 476 questionnaires were distributed to collect data on users' attitudes towards changes in element quality and their satisfaction levels. By integrating the Kano model and IPA method, we defined the perceptual attributes of elements based on their impact on user experiences and assessed the alignment between element attributes and satisfaction. Results: We categorized the elements into five perceptual types: attractive, one-dimensional, indifferent, must-be, and reverse attributes, and assigned corresponding importance levels. We then compared the importance and performance scores of these elements, evaluated their satisfaction alignment, identified elements needing optimization, and proposed improvement strategies. Implications: This research provides valuable guidance for designers on how various built environment elements in underground spaces influence user perceptions, with practical implications for urban underground complex planning and design. [ABSTRACT FROM AUTHOR]

Background With the acceleration of the aging process of the population and the change of the disease spectrum of residents, the prevalence of chronic diseases such as diabetes is increasing year by year. It is urgent to establish a wide coverage and efficient medical prevention integration mode. Most of the existing studies have focused on the demand for health management services and the influencing factors of service adoption, and few have identified and analyzed the demand for chronic disease healthcare and prevention integration services under digital technology. Objective To explore the demand of residents for medical and preventive integration services for diabetes in the context of digital health, and the impact of different service contents on the acceptance and satisfaction of service objects, so as to provide a theoretical basis for the public to improve the whole process and all-round medical and preventive integration services. Methods Combined with relevant research and practical work, 20 survey items on demand for diabetes medical and prevention integration services were established. From January to June 2023, convenient sampling method was used to survey diabetes patients and risk groups in Fujian Province, Guangdong Province and Yunnan Province, and 410 respondents' data were obtained. According to five demographic characteristics of gender, age, education level, residence type and medical insurance type, attribute classification analysis was carried out according to Kano model analysis method, to investigate the relationship between service demand of different attributes and residents' satisfaction, and then put forward the supply strategy of diabetes medical and prevention integration services. Results Residents with different demographic characteristics show common and individual differences in the demand for medical and preventive integration services for diabetes. Among them, the demand for services among people of different ages and educational levels is quite different. The demand for medical prevention integration services of diabetes prevention and treatment groups focuses on screening, prevention and treatment, but the relevant convenient services provided by the Internet and social media have nothing to do with user satisfaction. Conclusion The level of personalization of diabetes primary health care and prevention services should be improved to fully satisfy the needs of the service population for essential attributes such as "initial screening for diabetes and complications", improve the services for desired attributes such as "establishment of a full-cycle personal electronic health record", and enhance the services for charismatic attributes such as "risk prediction" and "remote health monitoring". It will also improve services with desired attributes such as the establishment of a full-cycle personal electronic health record, and enhance services with attractive attributes such as "risk prediction" and "remote health monitoring".

Abstract To improve the quality management of urban ecological public art design and the service centered on residents’ needs. Our study introduces a new Quality Function Deployment (QFD)decision-making model called Kano-FAHP-QFD, which applies to urban ecological public art design. Specifically, a new QFD framework is proposed, combining the Kano model and Fuzzy AHP (FAHP). This paper well explains the importance of ranking urban residents’ needs and the impacts of the new framework in defining the quality management of urban ecological public art design and the satisfaction of urban residents, while using the framework as a set of prioritized strategies in urban renewal to guide the design and planning of urban ecological public art. The author combined these three approaches to more accurately capture and address their respective issues and thus better understand the residents’ needs for urban ecological public art design. In essence, this study investigates how urban ecological public art can be designed and planned in urban renewal through a novel QFD algorithm for urban ecological public art design, with application case validation. Thus, the method keeps the satisfaction of urban residents in line with the positioning and strategies of urban ecological public art design, which is dedicated to enhancing urban vitality, promoting urban renaissance, and sustainable development. It also provides new research ideas for the development of urban ecological public art design in the future.

To improve the use experience of airport chairs, this study adopted morphological analysis to conduct systematic deconstruction, analysis, and statistics on the modeling features of existing airport chairs. The KJ method was used to determine the design requirements of airport chairs. The study combined the Kano model to classify the functional attributes and prioritize the requirements, and it merged the module and demand analysis to build a Function-Behavior-Structure mapping model. In this way, passengers’ demand for airport chairs can be clearly defined, and airport chair configuration planning can be carried out according to the difference in preferences. Further, different module combination schemes can be formed to improve the functional allocation efficiency of airport chairs, optimize the overall service quality of airports, and provide some basis and reference for the future design of airport chairs.

The design of auditorium chairs can directly reflect the image of public spaces. At present, the development of public furniture is relatively slow compared to household and office furniture. The design of auditorium chairs on the market is severely homogenized, relying on past experience and lacking scientific guidance. In order to create a better indoor public activity environment for users, from the perspective of user needs, first of all, 21 user needs for auditorium chairs were obtained through semi-structured interviews. Then, the Kano model was used to determine the attribute positioning of each demand. Finally, the FAST method was used to transform user demands into functions, assisting in the design optimization of hall chairs and promoting the future development of public furniture. The results indicate that the design of auditorium chairs must meet safety and stability, and the comfort and rechargeability of the seats are the most important needs of users. In the future, the functional design of auditorium chairs also needs to consider intelligent applications. The study applies a Kano-FAST integration method to the design innovation of auditorium chairs, providing data support for the development of furniture enterprise auditorium chairs and promoting product upgrading and optimization.

AbstractThe elderly care services model based on community involvement is a significant approach to address challenges posed by aging populations. Nevertheless, there is a noticeable gap in effectively gauging the actual needs and preferences of the elderly regarding these services, which is particularly prevalent in developing regions like China. Therefore, we conducted a comprehensive analysis through literature reviews; data surveys; and interviews with 16 elderly individuals, their family members, and caregivers in a community in Shenyang City. Additionally, a Delphi test was conducted to identify the specific needs related to elderly care services. Next, the Kano model explored the genuine needs of the elderly for community-based care services. This model helped us understand how various factors of demand influence satisfaction levels of the elderly, and we designed a service blueprint based on these findings. The study involved 102 participants. Our findings revealed that the extent to which different service needs are met varyingly impact elderly users’ satisfaction. Catering to these needs in a targeted manner enhances the adaptability of services and boosts the subjective satisfaction of the elderly. Consequently, future research should focus on developing suitable community elderly care service plans that are more aligned with their needs. [ABSTRACT FROM AUTHOR]

As the proportion of the world's elderly population continues to increase, the need for age-appropriate public facilities is rising. This study investigated the key elements affecting older people's satisfaction with public seating in parks and proposed a sustainable design strategy based on the evaluation and analysis. An evaluation system of age-appropriate public seating containing 20 indicators was constructed. The theory of attractive quality (the Kano model) was used to classify the demand for public seating and to clarify the logical relationship between the role of each element in the satisfaction of public seating in parks. Then, a matrix analysis of importance and satisfaction was carried out with importance–performance analysis (IPA) to determine the direction of improvement. The results of both were comprehensively analyzed to determine the elements requiring critical improvement, and the order of maintenance and improvement. This research shows that public seat design should consider several key factors, including setting density, backrest support, good appearance, helping handrails, bright colors, and so on. This study provides suggestions for maintaining and improving the diversity of public seats in comprehensive parks, including sustainable resource integration and sustainable product recycling. The outcomes were expected to guide the improvement in the construction of age-appropriate public facilities in comprehensive parks within existing built-up areas and to increase the satisfaction of public seating use in comprehensive urban parks. [ABSTRACT FROM AUTHOR]

The widespread adoption of e-commerce has rendered online reviews an indispensable source for acquiring knowledge about product features. The Kano model serves as a classic framework for categorizing customer requirements. It was proposed by the Japanese scholar Noriaki Kano in 1984 as a tool primarily used to help businesses better understand and categorize customer needs, guiding product development and service quality improvement. However, existing research on mining online review information often relies predominantly on static analysis, lacking comprehensive categorization of user demands. To address this gap, this paper introduces an enhanced Kano model for the identification and dynamic analysis of user demands. This model classifies review data based on emotional polarity and user attention, leveraging the characteristics inherent in online reviews. Furthermore, it constructs a user demand evolution model using time series analysis and utilizes SnowNLP for emotional calculations. By conducting word frequency statistics and employing LDA models to analyze product features, this paper identifies the evolving trends in user demands. Additionally, the exponential smoothing method is used to forecast the trend in users’ emotional values towards the product. The findings demonstrate that this model effectively extracts valuable insights regarding product feature information from user reviews, thereby offering novel perspectives and methodologies for related fields. Consequently, this contributes significantly to advancing the identification and dynamic analysis of user demands. [ABSTRACT FROM AUTHOR]

Many approaches to requirements classification in the Kano model use strict categories defined in the past – attractive, onedimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To date, no study has been published that systematically integrates the satisfaction and dissatisfaction effect of requirements without the need to specify categories of requirements. The proposed approach is based on defining the satisfaction potential (SP) and dissatisfaction potential (DP) of each requirement. Curve shapes for all valid categories in the 5 × 5 Kano evaluation sheet were used to determine SP and DP. At the same time, a new Kano evaluation sheet was designed containing predefined SP and DP values, which allow easier classification of requirements. A case study of requirements on restaurant services was used to validate the new approach. Results show higher accuracy and simplicity of the approach. [ABSTRACT FROM AUTHOR]

Purpose: China's healthcare system is being burdened by the increasing prevalence of chronic diseases. Therefore, this study investigated the health service requirements of mobile health applications (mHealth apps) users in Hangzhou, China. This study aimed to propose suggestions and theoretical references to improve mHealth apps and promote their development, thereby meeting public medical and health needs and creating an efficient medical service system. Design/methodology/approach: We constructed a model of health service demands using a literature review, network survey, and semi-structured interviews. We analyzed the demand attributes using the Kano model and Better-Worse index and obtained the priority ranking of demands. Findings: The results revealed 25 demand elements in four dimensions: must-be (M), one-dimensional (O), attractive (A), and indifferent (I) requirements. The findings suggest that mHealth app developers can optimize health services by categorizing and managing health services, focusing on middle-aged users, enhancing the professionalism of health service providers, and improving the feedback mechanism. Originality/value: Studies on mHealth apps user demands, particularly on health service needs, remain scarce. This study employed a mixed-methods approach, integrating both qualitative and quantitative research techniques, to establish a priority ranking of user health service needs for mHealth apps. The study offers recommendations and theoretical references to optimize and improve mHealth app services. Highlights: Construct a better health service requirements model for mHealth app users. Obtain the prioritization of demand elements in the model. Propose some management suggestions to improve mHealth apps. [ABSTRACT FROM AUTHOR]

A design strategy was developed, based on the KANO model, for health-centric and sustainable e-sports chair products. Specifically, this study investigated the functional requirements of e-sports chairs using interviews and questionnaires to guide their subsequent design. The functional requirements of the e-sports chair were evaluated using the KANO model. In addition, a satisfaction coefficient was introduced to optimize the traditional KANO model and to obtain the functional requirement classification of the e-sports chair. The sensitivity coefficient was used to evaluate whether the e-sports chair functions attract users. The research results show that users have clear functional requirements for e-sports chairs, and there is a significant correlation between satisfaction and sensitivity. Moreover, the adjustability and air permeability of the e-sports chair greatly improves user satisfaction, and the nondifference function can simplify the process by reducing production costs. This research develops a hierarchical model of demand for e-sports chairs and categorizes the results by essential, one-dimensional, attractive, non-differentiated, and sensitivity requirements. Furthermore, the main attributes of user preferences for e-sports chairs are explored, which provides a certain theoretical basis for the subsequent design and production of e-sports chairs. [ABSTRACT FROM AUTHOR]

In the context of increasingly fierce competition in the global market consumer preferences and needs have become critical guiding factors for product design and development. Gejia batik as a traditional craft possesses a unique cultural charm and artistic value and has increasingly gained favor among modern consumers holding significant potential for modern tourism and market opportunities. However to adapt such traditional crafts to the modern market and meet the diverse needs of consumers it is essential to thoroughly understand consumer preferences and needs and integrate these requirements into product design. Therefore this study took Gejia batik products as the subject to explore the design requirements and optimization strategies for Gejia batik products from consumers aiming to enhance consumer satisfaction with Gejia batik products. The study's primary purpose was to bridge the gap between traditional craftsmanship and modern design through consumer-driven analysis of product design requirements so as to provide scientific basis and innovative ideas for the innovation and development of Gejia batik products. This study employed multiple approaches including interviews the Kawakita Jiro method surveys and the Kano model to explore consumer design requirements and provide optimization strategies for Gejia batik products. Firstly consumer opinions on the design requirement elements for Gejia batik products were collected through interviews. Next by using the Kawakita Jiro method a list of 31 requirements was extracted and categorized into six major types product shape product pattern product color product craftsmanship production process and positioning and style. The Kano model and the Better-Worse and sensitivity coefficient were used to categorize and prioritize the attributes of various demand elements. Then gender age and monthly income were used as entry points to analyze the needs of different consumer categories. Finally based on the research findings suggestions and strategies to enhance consumer satisfaction were proposed. Previous scholars have focused on the study of Gejia batik from the perspectives of ethnology art studies or cultural studies. This paper investigated the design needs of Gejia batik from the consumer's perspective and used a comprehensive approach involving interviews the Kawakita Jiro method surveys and the Kano model for data collection and analysis achieving certain innovations in research perspectives and methodologies. The research results indicate that the harmonious shapes smooth lines and practicality of Gejia batik products are must-be qualities and the primary factors affecting consumer satisfaction. The expected qualities of colorfastness exquisite craftsmanship cultural value representation design-oriented patterns environmental sustainability and creative shapes are key factors that impact consumer satisfaction. High-quality colors ingenious composition auspicious meanings product innovation and artistic sense belong to the attractive qualities which are important factors influencing consumer satisfaction. Furthermore consumers of different genders ages and monthly incomes have varying emphases on the design requirements for Gejia batik products. From a gender perspective female consumers have higher aesthetic demands and pursue the fashion sense of batik products more than males. In contrast males have higher expectations for batik's design sensibility and product shape. From an age perspective consumers aged 18 - 25 focus more on the aesthetic appeal distinctiveness and environmental sustainability of batik products. Those aged 26 - 35 pursue the artistic quality auspicious meanings and clever composition of batik products. Consumers aged 36 - 45 place greater emphasis on the products'shape fashion sense and artistic quality. Those aged 46 - 55 are concerned with batik products'overall harmonious shape and practicality with less demand for aesthetic appeal. Seen from monthly income consumers with an income of less than 5 000 yuan value the aesthetics environmental friendliness and personalized style of batik products those earning 5 000 - 7 000 yuan focus on the artistic sense personalization and cultural meanings conveyed by the patterns of batik products consumers with an income of 7 001 - 10 000 yuan are more concerned with the aesthetic appeal of the batik patterns and the quality of the batik those with an income of over 10 000 yuan prioritize the overall shape and cultural essence of batik products. Therefore in the design of Gejia batik products designers should focus on the varying needs of consumers of different genders ages and monthly incomes to design batik products with emphasis accordingly. By segmenting the consumer market for batik products the design positioning can be made more accurate. Through this study we aim to promote the modern inheritance and innovation of the traditional craft of Gejia batik while also providing market-oriented design reference for related designers and manufacturers to better meet consumer needs and drive the sustainable development of the industry. However this study also has certain limitations. For example after categorizing user groups by different genders ages and monthly incomes the overall sample sizes of each category are not balanced which may impact the final categorization of demand element attributes. Therefore in future research it is possible to balance the sample size proportions of different types of consumers in advance to further enhance the accuracy and reliability of the conclusions. [ABSTRACT FROM AUTHOR]

This study aims to identify and evaluate the attributes of assistive products for people with locomotor disabilities using the refined Kano model. Thirty experts from various disciplines (product engineers and designers engineers, rehabilitation professionals, and users of assistive technology with locomotor disabilities) participated in the study. They were asked to complete a survey based on the Kano model questionnaire, which included functional and dysfunctional questions for each attribute. The findings reveal that performance, accessibility, functionality, and repairability are one-dimensional characteristics, while quality, modularity, intuitiveness, and aesthetics are attractive attributes. Affordability and durability are identified as must-be attributes. Subsequently, an importance scale was created on a 5-point Likert scale to further analyze the attributes based on the refined Kano model. The results indicate that functionality, quality, aesthetics, affordability, repairability, and durability are the vital attributes. Following this, a case study was conducted based on these attributes, focusing on the two most commonly used products in India: the ALIMCO basic manual wheelchair and the KARMA basic manual wheelchair. By incorporating identified attributes, manufacturers can establish marketing strategies that promote sustainable product development and enhance assistive product satisfaction among individuals with locomotor disabilities. [ABSTRACT FROM AUTHOR]

The freemium model, a business model that provides basic functions for free and makes a profit by providing advanced functions at a premium, has been widely adopted in various industries. To acquire enough customers and generate revenues from the freemium model, the proper allocation of free and premium functions is essential, but little research has been done in this direction. This study proposes a two-stage approach that combines the Kano model and the technology acceptance model (TAM) as a conceptual design method of freemium services. First, Kano analysis is performed to divide the functions of services into three types, must-be, one-dimensional, and attractive functions. The must-be functions are regarded as free functions, and low and high-level one-dimensional functions are classified as free and premium functions, respectively. Then, we perform path analysis based on TAM to identify additional premium functions that affect willingness to pay. We allocate free and premium functions of personal cloud service using the proposed approach and compare the results with the current functions of Dropbox, One Drive, and Google Drive. The proposed two-stage approach is expected to be practically used for designing service concepts based on the freemium business model in various industries. [ABSTRACT FROM AUTHOR]

Sustainability has become a prominent goal in tourism and hospitality. While green practices can benefit the environment and society, they can also lead to customer dissatisfaction. Therefore, the current study aims to identify different hotel green practices and examine their impact on customer satisfaction and dissatisfaction. This study uses a mixed method of business analytics and regression analysis on a dataset of 813,791 online reviews of 450 hotels in New York City derived from TripAdvisor.com. The research findings guide hotel operators to build strategies for green practices while reducing customers' discomfort and improving the overall customer experience. [ABSTRACT FROM AUTHOR]

New product design has been researched for the last decades and there is still much to uncover regarding customer behavior before purchase. Companies that thrive in the market have started listening to the voice of their customers. The theory of attractive quality has been successful in outlining the need to see products as a sum of their characteristics which impact differently customer needs and desires. But the Kano model alone could not provide enough insight in the early stages of new product development, therefore, the HWWP (Health Weapon Wealth Prospect) model appeared. This approach could have been the key to understanding how customers think if it were not for the respondents' response bias in the importance assessment of each analyzed product feature. The present study envisages to propose a refinement of the HWWP model in which the importance of wants variable is replaced by AHP's specialist hierarchy. In this way the voice of the customer is blended with the voice of the professional for a strategic output. The new model is validated through a case study. Managerial implications are presented. [ABSTRACT FROM AUTHOR]

Interactivity is the most critical factor in effective e- learning in web-based learning environments. This paper presents an interactive lecture course for undergraduate students built using MATLAB App Designer from scratch. The subject of the lectures was the computer network. The system was presented to a second-year College of Mass Communication/Baghdad University. Aquestioniere was deployed for the students, according to the Kano model, to measure their students’ satisfaction with the interactive lectures and their future expectations for such a type of lecture to be used systematically as a supplement to the ordinary lecture. Kano Model Analysis was used to measure students’ satisfaction with the interactive lectures. The results showed that interactive lectures have great potential for satisfying students’ learning needs. The suggested lectures may serve as a backup for the ordinary lectures, or as a training and testing method for students. All types of materials, scientific or social, can be taught in this manner. [ABSTRACT FROM AUTHOR]

The Kano model is an extensively used technique for understanding different types of customer preferences. It classifies product features based on the effects of their performance on the overall customer satisfaction. Compared to surveys, numerous online reviews can be easily collected at a lower cost. This paper proposes an explainable neural network-based approach for the Kano categorisation of product features from online reviews. First, product feature words are identified by clustering nouns based on word embedding. Subsequently, the sentiments of the product feature words are determined by conducting the Vader sentiment analysis. Finally, the effects of the sentiments of each product feature on the star rating are estimated using explainable neural networks. Based on their effects, the product features are classified into the Kano categories. A case study of three Fitbit models is performed to validate the proposed approach. The Kano categorisation by the proposed approach is compared with the results of a previous product feature word clustering and ensemble neural network-based method. The results exhibit that the former presents a more reliable performance than the latter. The proposed approach is automated after providing several hyperparameters and can assist companies in conducting the Kano analysis with increased speed and efficiency. [ABSTRACT FROM AUTHOR]

Today, customer satisfaction is one of the main issues that water and wastewater companies must consider. In this regard, it is crucial to identify effective strategies to increase customer satisfaction. Therefore, the aim of this research was to evaluate the satisfaction of the subscribers of Shiraz Water and Wastewater Company. For this purpose, the combined Delphi and Kano model was used. The method used in the current research was descriptive-analytical and qualitative-quantitative in terms of the type of the data. With this objective in mind, according to the Delphi method, 37 satisfaction factors of the subscribers of Shiraz Water and Wastewater Company were selected according to the opinion of the company's and other experts, and were investigated as the main variables of the research. In the following, using a research questionnaire based on the Kano model, information was collected from the statistical population; then, using an evaluation table, the subscriber's needs were identified, and the coefficient of satisfaction and dissatisfaction was calculated and analyzed. Based on Kano's model, customer satisfaction factors are mainly classified into three categories: must-be one-dimensional and attractive requirements. In this research, 10 factors were identified as must-be requirements, 9 factors as one-dimensional requirements, and 18 factors as attractive requirements, which were ranked based on the level of satisfaction and dissatisfaction of subscribers. Based on the results, Shiraz Water and Sewerage Company should focus more on the characteristics of attractive requirements instead of must-be or one-dimensional requirements in order to gain a competitive advantage and focus on customer satisfaction.

Objective Aiming at enhancing the comprehensive experience for passengers during travel, it is necessary to investigate and analyze compartment service demands, optimize compartment service facility configurations. Method By studying the passenger service demands for compartment service configuration, a typical passenger service demand space is constructed. Utilizing Kano model as the core, a demand evaluation model is established, and combined with satisfaction calculation methods, perceptual cognitions are quantified to analyze passenger demand for utility levels of compartment service configuration. Result & Conclusion Based on the Kano model and combined with Better-Worse coefficient analysis, a list of compartment service configuration demands is summarized, including 6 charm attributes, 4 expectation attributes, 2 indifference attributes, and 7 essential attributes. This method clearly demonstrates the importance of various demands, proposing design strategies such as installing charging facilities in compartments for long-distance trains, deploying foldable seats in compartments for high-traffic routes, and equipping luggage racks in compartments for airport routes.

Objectives: Providing satisfactory healthcare services for breast cancer survivors can effectively reduce their burden and the pressure on medical resources. The aim of this study was to explore health care service demands for community-dwelling breast cancer survivors using the Kano model. Methods: A cross-sectional survey was conducted from January to March 2023 among breast cancer survivors discharged from a tertiary cancer hospital. Participants were asked to fill out a self-designed questionnaire involving the Kano model, which helped to categorize and prioritize the attributes of healthcare services. The questionnaire included 30 health care services. Additionally, their social demographic characteristics were collected during the survey. Results: A total of 296 valid questionnaires were collected, and demand attributes of the 30 health care services were evaluated. The findings revealed that one of 30 services was classified as “must-be attributes” (body image management), 13 as “one-dimensional attributes” (focused on medical security support, health management, and health counseling), 3 as “attractive attributes” (focused on communication needs and telehealth services), and 11 as “indifferent attributes” (mainly in the area of psycho-social services). Conclusions: Breast cancer survivors in the community have different levels of need for various health care services. It’s crucial for healthcare providers to identify these needs and devise effective strategies to deliver the appropriate services. Services with must-be and one-dimensional attributes should be given priority, and efforts should be made to provide services with attractive attributes, hence improving the quality of life of breast cancer survivors.

Abstract The objective of this research is to enhance the precision and efficiency of design concept assessments during the initial stages of new product creation. Design concept evaluation, which occurs at the end of the conceptual design phase, is a critical step in product development. The outcome of this evaluation significantly impacts the product's eventual success, as flawed design concepts are difficult to remedy in later stages. However, the evaluation of new product concepts is a procedure that encompasses elements of subjectivity and ambiguity. In order to deal with the problem, a novel decision-making method for choosing more logical new product concepts is introduced. Basically, the evaluation process is outlined in three main phases: the construction of evaluation index system for design concept alternatives, the calculation of weights for evaluation criteria and decision-makers, the selection of the best design concept alternatives. These stages are composed of a hybrid method based on kano model, multiplicative analytic hierarchy process (AHP) method, the entropy of IVPFS and improved grey relational projection (GRP) under interval-valued picture fuzzy set (IVPFS). The novel approach integrates the strength of interval-valued picture fuzzy number in handling vagueness, the advantage of multiplicative AHP and the merit of improved GRP method in modelling multi-criteria decision-making. In final, the effectiveness of the proposed model is validated through comparisons with other models. The potential applications of this study include but are not limited to product development, industrial design, and innovation management, providing decision-makers with a more accurate and comprehensive design concept evaluation tool.