Search

Cooperative-based Islamic retail businesses need to measure and improve their service performance to increase customer satisfaction to be superior in competitive markets. The adaptation of the SERVQUAL (service quality) measurement to the RSQS (retail service quality scale) scale has no sharia and co-operative dimensions. Therefore, the RSQS scale needs to be adapted to be SC-RSQS (Sharia_Co-operative_Retail Service Quality Scale) with the addition of sharia and cooperative dimensions. This adaptation has been validated by the panel of experts. On the other hand, SERVPERF (service performance) serves as a solution to the SERVQUAL weaknesses in measuring service performance. Satisfaction- and dissatisfaction-causing factors can be classified using Kano's Model. Records of consumer desires are needed to qualitatively fill deeper substances, which are analyzed using coding analysis. The integration of SC-RSQS in SERVPERF and Kano's Model was emphasized in this paper and was clarified using the coding analysis of customer records. This paper aimed to measure service performance, categorize customer requirements, and identify things that need to be considered in improving the performance of the 212 Mart cooperative retail store service in South Jakarta, Indonesia. The results show the level of satisfaction of cooperative members as the main consumers of this business is lower than non-cooperative members, 87% of customer requirements are in one-dimensional category, and the potential for customer dissatisfaction is higher than the potential satisfaction. 212 Mart must give cooperative members greater benefits than non-cooperative members, be more sensitive in providing services, and try to be more communicative with customers, especially cooperative members. [ABSTRACT FROM AUTHOR]

Cooperative-based Islamic retail businesses need to measure and improve their service performance to increase customer satisfaction to be superior in competitive markets. The adaptation of the SERVQUAL (service quality) measurement to the RSQS (retail service quality scale) scale has no sharia and co-operative dimensions. Therefore, the RSQS scale needs to be adapted to be SC-RSQS (Sharia_Co-operative_Retail Service Quality Scale) with the addition of sharia and cooperative dimensions. This adaptation has been validated by the panel of experts. On the other hand, SERVPERF (service performance) serves as a solution to the SERVQUAL weaknesses in measuring service performance. Satisfaction- and dissatisfaction-causing factors can be classified using Kano’s Model. Records of consumer desires are needed to qualitatively fill deeper substances, which are analyzed using coding analysis. The integration of SC-RSQS in SERVPERF and Kano’s Model was emphasized in this paper and was clarified using the coding analysis of customer records. This paper aimed to measure service performance, categorize customer requirements, and identify things that need to be considered in improving the performance of the 212 Mart cooperative retail store service in South Jakarta, Indonesia. The results show the level of satisfaction of cooperative members as the main consumers of this business is lower than non-cooperative members, 87% of customer requirements are in one-dimensional category, and the potential for customer dissatisfaction is higher than the potential satisfaction. 212 Mart must give cooperative members greater benefits than non-cooperative members, be more sensitive in providing services, and try to be more communicative with customers, especially cooperative members.

Blessed with a plethora of scenic bountiful natural attractions with the grandeur of mighty Himalayan peaks, waterfalls, flora and faunas, the 'Queen of Hills'-Darjeeling being one of highly googled hill-destinations has been witnessing a burgeoning growth of homestay based tourism in offbeat rural parts in and around Darjeeling-hills resulting equitable & inclusive socio-economic growth, prosperity and a holistic development in remote hilly locations. The present study attempts to ventilate an insightful understanding of homestay tourist satisfaction & dissatisfaction with a three-phased analysis, initially with Kano's-model to evaluate touristsatisfaction based on identified destination parameters under 5 broad themes of attraction, accommodation, amenities, activities and accessibility. Penalty-Reward-Contrast-Analysis was applied to assess the texture of relationship between tourist-satisfaction and homestay-host's service-quality and finally Asymmetric-Impact-Performance-Analysis was used to validate findings of Kano's-model and also to identify homestay parameters' priority in generating homestay guest's satisfaction considering nonlinearity and impact of attribute's performance on tourist's mindset. [ABSTRACT FROM AUTHOR]

Although the past research results have provided many effective tools for evaluating public bus service quality, they still lack the concept of risk. This study assessed the quality risk for city bus service by constructing a quality risk assessment model that integrated Kano's model, IPA, and FMEA. The online questionnaire was distributed to commuters who use BMTA's bus service in Bangkok with 429 samples. This study analyzed the service quality attributes of bus services via Kano's model, an IPA, and an FMEA. For the results of Kano's model, this study identified nine one-dimensional and three attractive attributes. The results of the IPA showed that the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a large gap between importance and satisfaction. According to the results of the FMEA, the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a high service quality risk and considered a priority improvement. These attributes belonged to interaction with passengers, tangible service equipment, and operating management support dimensions. Therefore, the government should take action and improve service quality to make Bangkok commuters consider switching from driving cars to using a bus. Finally, this study provides practical improvement strategies for managers to improve passenger experiences and enhance the quality of bus services. [ABSTRACT FROM AUTHOR]

BACKGROUND: People with peripheral neuropathies suffer significant sensorimotor impairment. Prescribed treatment includes the use of orthosis. However, a common obstacle to treatment efficacy is patient adherence. Given the limited information available, gathering evidence on adherence to orthotic treatment is essential. OBJECTIVE: This study aims to identify aspects that influence adherence to orthotic treatment in patients with peripheral neuropathies. METHODS: We applied a survey including items from the assistive device evaluation section of Quest 2.0 and self-developed questions to assess the importance and satisfaction of wrist-hand orthosis users. We used the principles of the Kano model to understand the nature of issues influencing adherence and prioritize opportunities for product improvement. RESULTS: User satisfaction with the ease of adjustment, weight, comfort, effectiveness, durability, dimensions, and appearance of orthoses influences treatment adherence. CONCLUSIONS: We found differences in estimating the importance of orthosis aspects from direct consultation and estimation from the satisfaction-adherence correlation. Satisfaction is an indirect measure of importance and an adequate predictor of adherence. The application of Kano's model allows a more precise identification of the influence of orthosis attributes on adherence. This method describes relationships between aspects that are not discernible in linear models. [ABSTRACT FROM AUTHOR]

Kano's model is very effective in classifying different customer requirements into different categories considering their impact on customer satisfaction. Since the analysis of the Kano's model is mostly qualitative, however, S-CR relationship functions were earlier proposed as a quantitative approach, and they were applied to many studies successfully. Although the relationship functions are attractive, they have several limitations. This paper proposes new functions, called S-CR+ relationship functions, to overcome the limitations of the previous relationship functions. Furthermore, the new functions also resolve the contradiction between the traditional definition and graph of Kano attributes. The new and previous relationship functions were compared through two examples to demonstrate the effectiveness of the newly proposed functions. The two examples show that the new functions can successfully be implemented to quantify the relationships between customer satisfaction and CR fulfillment level more accurately. [ABSTRACT FROM AUTHOR]

Due to the pandemic caused by the SARSCoV-2 virus, higher education institutions need to develop innovations to accelerate change adaptation and give way to new teaching–learning processes. Since design thinking is currently used in an inspirational way to find solutions to problems, this work presents the design of an Educational Systematized Design Thinking (ESDT) methodology based on a hybrid approach of Kano's model and the minimum value product creation. Moreover, its implementation is carried out to generate the so-called ESDT platform, which is a tool that students, teachers, and educational researchers can use to work remotely. A case study to respond to a fundamental design problem in the community of a group of architecture students is presented to demonstrate the effectiveness of the proposed work. [ABSTRACT FROM AUTHOR]

Although the past research results have provided many effective tools for evaluating public bus service quality, they still lack the concept of risk. This study assessed the quality risk for city bus service by constructing a quality risk assessment model that integrated Kano’s model, IPA, and FMEA. The online questionnaire was distributed to commuters who use BMTA’s bus service in Bangkok with 429 samples. This study analyzed the service quality attributes of bus services via Kano’s model, an IPA, and an FMEA. For the results of Kano’s model, this study identified nine one-dimensional and three attractive attributes. The results of the IPA showed that the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a large gap between importance and satisfaction. According to the results of the FMEA, the safety of boarding and disembarking from the bus, the cleanliness of vehicles, and the punctuality of buses according to the schedule were the top three attributes that had a high service quality risk and considered a priority improvement. These attributes belonged to interaction with passengers, tangible service equipment, and operating management support dimensions. Therefore, the government should take action and improve service quality to make Bangkok commuters consider switching from driving cars to using a bus. Finally, this study provides practical improvement strategies for managers to improve passenger experiences and enhance the quality of bus services.

With increasing concerns on customer needs in today’s competitive market, the issue of incorporating customer requirements into product design arises the interest of both researchers and practitioners. Quality Function Deployment (QFD) is a well-known methodology for customer-driven product design. However, conventionally, QFD analysis has a major challenge in understanding customer needs accurately. Kano’s model, which studies the nature of customer needs, provides a way for a better classification of customer needs. However, seldom research contributions are found in terms of integrating Kano’s model with QFD quantitatively. In this research, a novel integration approach is proposed. At first, Kano’s model is quantified by identifying relationship between customer needs and customer satisfaction (CS). Next, both qualitative and quantitative results from Kano’s model are integrated into QFD. Finally, a mixed non-linear integer programming model is formulated to maximise CS under cost and technical constraints. In this research, an illustrative example associated with the design of notebook computers is also presented to demonstrate the availability of the proposed approach. [ABSTRACT FROM PUBLISHER]

The purpose of the present study was to identify the customer requirements and engineering attribute expectations of an innovative product to which a Kano's model and quality function deployment (QFD) analysis was applied. In order to accomplish the research, a new water filling machine design was used as the case study. This alternative machine was aimed at making life more convenient and to support people interested in small businesses, since a Do-It-Yourself (DIY) filling machine saved production costs. This research began by classifying the obtained answers from questionnaires into groups. We then conducted a statistical analysis on potential users. The number of elements of the customer requirements was 11 and the number of engineering attributes expected was 5. The customer requirements of the innovated automatic filling machine was quickly identified. The machine, therefore, was designed and evaluated according to the considerations and relationships between customer requirements and engineering characteristics, where the cost and the machining capacity were considered important factors in the analysis. [ABSTRACT FROM AUTHOR]

This study explores the relationship between the perceived performance of specific IEQ factors and occupants’ overall satisfaction with their workspace. In particular we examine the influence of ventilation system type (i.e. Air-Conditioned AC, Mixed-Mode MM, Naturally Ventilated NV) on that relationship. Statistical analyses were conducted on the post-occupancy survey database from the University of California at Berkeley’s Center for Built Environment (CBE) to estimate the relative importance of individual IEQ factors on occupants’ overall satisfaction, depending on whether or not the occupants were satisfied with the IEQ factor in question. Based on these analyses, 15 IEQ factors were classified as Basic Factors, Bonus Factors or Proportional Factors, according to their relationship with overall satisfaction, as described in Kano’s satisfaction model. We found that the classification of some IEQ factors differed for the occupants of AC, MM and NV buildings, suggesting that occupants of buildings with different ventilation types have different expectations, and respond in different ways to various aspects of the indoor environment. A noticeable difference was in thermal environmental conditions: in NV buildings, good thermal conditions were associated with significantly enhanced overall satisfaction (i.e. strong positive impact), but there was little discernible adverse impact, even when thermal performance was deemed to be poor. In AC buildings, on the other hand, thermal conditions were more directly associated with negative overall evaluations of workspace by occupants (i.e. greater negative impact than positive impact). Finally, in MM buildings, thermal conditions exerted both positive and negative impacts of comparable intensities on overall satisfaction.

Despite a paucity of rigorous scientific evidence causally linking Indoor Environmental Quality (IEQ) issues to office occupants’ productivity, there is a widespread belief that such causality exists; excellent or poor IEQ translate into productivity gains or losses respectively. The aim of this study is to better understand relationship between perceived building performance on specific IEQ factors and occupants’ overall satisfaction with their workspace. Kano’s satisfaction model, developed originally in the context of marketing, is adapted and tested for its suitability in the context of building occupants’ satisfaction. Analyses were conducted on the occupant survey database from Center for the Built Environment (CBE) to estimate individual impacts of 15 IEQ factors on occupants’ overall satisfaction, depending on the building’s performance in relation to those IEQ factors. These empirical analyses identified nonlinearitiesbetween some IEQ factors and occupant satisfaction; some IEQ factors had a predominantly negative impact on occupants’ overall satisfaction when the building underperformed. These have been labelled Basic Factors in the Kano Model of satisfaction and include ‘temperature’, ‘noise level’, ‘amount of space’, ‘visual privacy’, ‘adjustability of furniture’, ‘colours & textures’ and ‘workspace cleanliness’. Other IEQ factors had a predominantly linear relationship with overall satisfaction e increments or decrements of equal magnitude in the building’s performance on these factors lead to a broadly similar magnitude of enhancement or diminution of occupants’ overall satisfaction. These were labelled Proportional Factors, and include ‘air quality’, ‘amount of light’, ‘visual comfort’, ‘sound privacy’, ‘ease of interaction’, ‘comfort of furnishing’, ‘building cleanliness’ and ‘building maintenance’.

The objective of the present study is prioritization of the quality of information service centers in terms of Kano’s model and asymmetrical performance impact. This research is an applied research in terms of purpose, and is a descriptive survey in terms of data collection. A number of students at Tehran University at different educational levels, as clients of the Central Library during the educational year 1394-1395, served as the participants of the study. According to the information center of the Tehran University library, the number of clients during the period under investigation was 137,042. Using the Cochran formula, the sample size equals 375. Applying a random stratified sampling, the researcher collected 376 completed questionnaires. The collected data were analyzed through applying statistical tests, transforming the Likert scale into Kano’s model and asymmetrical performance impact formula. The results, generally indicate that the “services effect” factor, associated with the performance services category with low performance; “information control” factor associated with the category of motivational services, with low performance; while the factor “space and location of the library”, associated with basic services in high performance. Therefore, the prioritization of the measures to promote the quality of the library services, with regard to the Libqual dimensions, would be: (1) To promote the performance level of the factor “service effects” from a low- performance to a higher- performance level. (2) To promote the performance level of the factor “information control” from a low level to a higher performance level as well. (3) To sustain the performance level of the factor “space and location of the library” as it is.

Owing to the increasing concerns about customer needs in the current competitive market, the identification and incorporation of customer requirements (CRs) into product configuration designs have raised the interest of both researchers and practitioners. Most of the design methodologies focus on explicit technical domains to define CRs into specific design parameters directly. However, the CRs are so complicated that they are usually expressed in vague, ambiguous language containing uncertain information and are not in the form of well-defined specifications of product attributes and components. Kano's model provides a qualitative way to classify CRs accurately. However, research contributions are seldom found in terms of quantitatively integrating Kano's model with product designs. This paper identifies a novel approach based on the quantification of Kano's model for integrating CRs into product engineering characteristics. Kano's model is quantified by identifying the relationships between the CRs and customer satisfaction to link the requirements mapping phase and product configuration design phase. The quantitative results derived from Kano's model are formulated as the multi-objective functions in a mixed non-linear programming model to identify the product configuration solution. For illustrative purposes, an example associated with the configuration design of a material-forming configuration production line is presented to demonstrate the capability of the proposed model. [ABSTRACT FROM AUTHOR]

This paper puts forward a framework that assists managers to prepare action plans using attributes of Kano's Model and to order them by utilizing multi-criteria decision analysis. The framework was applied in a company, a division of which provides a vehicle tracking service. Data were collected on its top 10 customers, all of which are large companies. The results show the proposed framework contributes to the decision-making process, since it enables the order of the actions to be rationalized, and takes the multiple criteria relevant to the company into consideration. Moreover, the fact that it is difficult to rank the 20 actions needed without the approach proposed in this article reinforces the need for and the importance of the framework and other complementary contributions in order to overcome this difficulty. [ABSTRACT FROM AUTHOR]

Copyright of LogForum is the property of LogForum and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Educación XX1 is the property of Editorial UNED and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Copyright of Service Industries Journal is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The objective of the present study is prioritization of the quality of information service centers in terms of Kano’s model and asymmetrical performance impact. This research is an applied research in terms of purpose, and is a descriptive survey in terms of data collection. A number of students at Tehran University at different educational levels, as clients of the Central Library during the educational year 1394-1395, served as the participants of the study. According to the information center of the Tehran University library, the number of clients during the period under investigation was 137,042. Using the Cochran formula, the sample size equals 375. Applying a random stratified sampling, the researcher collected 376 completed questionnaires. The collected data were analyzed through applying statistical tests, transforming the Likert scale into Kano’s model and asymmetrical performance impact formula. The results, generally indicate that the “services effect” factor associated with the performance services category with low performance; “information control” factor associated with the category of motivational services with low performance; while the factor “space and location of the library” associated with basic services in high performance. Therefore, the prioritization of the measures to promote the quality of the library services, with regard to the Libqual dimensions would be: (1) To promote the performance level of the factor “service effects” from a low-performance to a higher-performance level; (2) To promote the performance level of the factor “information control” from a low level to a higher performance level as well; and (3) To sustain the performance level of the factor “space and location of the library” as it is. [ABSTRACT FROM AUTHOR]

Customer requirement analysis has become a primary concern for companies who compete in the global market. Kano’s model, as a customer-driven tool, has been widely used for customer requirement analysis in product improvement. Although a number of authors have improved the traditional Kano’s model, there has been a limitation of dealing with the fuzzy and uncertainty of human thought under multi-granularity linguistic environment. Furthermore, the traditional Kano’s model faces problems regarding quantitative data computation and customer requirements importance assessment. In this article, an improved fuzzy Kano’s model is proposed to analyze customer requirements under uncertain environment. A 2-tuple linguistic fuzzy Kano’s questionnaire is developed to model the uncertainty and diversity of customers’ assessments using 2-tuple linguistic variables under multi-granularity linguistic environment. Then, a comprehensive and systematic methodology is presented to prioritize customer requirements through quantitative analysis of improved fuzzy Kano’s model. This method integrates subjective judgments assigned by decision maker, objective weights based on maximizing deviation method and customer satisfaction contribution to determine the priority ratings of customer requirements. A case study of combine harvester development is presented to evaluate the proposed model. [ABSTRACT FROM AUTHOR]

In this paper, objective environmental measurements and subjective questionnaire surveys are conducted in 8 major Chinese airport terminals to investigate Indoor environment quality (IEQ) and explore the relationship between individual IEQ factors and overall satisfaction. The objective measurements show that the qualification rate of indoor thermal environment is above 70%, according to Chinese thermal standard; the average CO 2 concentration is controlled between 350 PPM and 700 PPM; the average value of natural light illuminance ranges from 300 lx to 500 lx; and the noise intensity stays at a high level, whose average value is between 55 dB(A) and 70 dB(A). The analysis of subjective surveys finds the majority of passengers are just satisfied with IEQ in the airport terminals. It is also found that the subjective satisfactory level is highly correlated with the objective environmental measurement. Based on Kano's model, the impacts of individual IEQ factors on overall satisfaction are analyzed. The results indicate ‘Thermal Comfort’ and ‘Space Layout’ are Basic Factors , which have prominently negative influences on passengers' overall satisfaction when they are underperformed. Conversely, ‘Service Facility’ is Bonus Factor , which means a greater positive effect on overall satisfaction if it performs well. In addition, ‘Acoustic Quality’, ‘Air Quality’ and ‘Lighting’ are Proportional Factors , whose impact on overall satisfaction is in linear proportion to its performance. [ABSTRACT FROM AUTHOR]

Increasing market share as one of the goals of the organization wouldn't happen without increasing the customer’s satisfaction of through improving service quality. The present study sought to examine the level of service quality offered in one of the subsidiary of BSI and solutions for improving the quality of service at this branch. The application of this study is base on survey method. In this study, the clients of BSI branch are under experiment. Because the clients are unlimited we used Cochran formula, share questionnaires to 170 people and calculate the result based on 0.11 variance. Techniques used in analyzing the data of this research consist of: gap analysis model to identify gaps between expectations and perceptions of service quality elements of the bank's customers, Kano model, this study aimed to identify needs and offer attractive solutions to improve them , Quality Function Deployment Model used To provide strategies for improving the performance and set priorities for action identified by the Kano model and improving them. To avoid ambiguity in quality matrices of the data of this research, Rough set theory was used. The result of analyzing data shows that each of 29 components has gaps and the Result of Kano model indicate that 9 components assumed attractive. In order to promote the quality of services in this branch, base on the view of authorities, 10 technical features were identified and prioritized.

This study presents the main advances made in recent years by an innovative teaching group at the University of Almeria, who are attempting to incorporate alternative spaces for teaching–learning interaction. This group is developing a new line of study to obtain the main vectors for creating an accessible 3D virtual campus on the Second Life platform, recognized as a multi-user virtual environment (MUVE). The goal of this work was to measure the satisfaction and perception of a group of university students. To do this, a co-design approach based on student opinions by relating methodological procedures with an adaptation of the Kano model usually used for product design has been followed. The results found by a panel of postgraduate students in the second stage of the educational project, suggest that the synchronous distance teaching proposal developed can effectively facilitate conciliation of family, work and personal life with online teaching–learning. In the case of undergraduate students with class attendance, the use of the 3D virtual campus is perceived as something more complementary.

As stated by the recent report published by Global Industry Analysts Inc. (GIA), driven by widespread consumer awareness, lifestyle trends and growing compatibility among equipments because of standardization, the world digital camera market is projected to reach 122 million units by the year 2010. The traditional one-way quality model is focused on one particular quality element; only when the element is present are customers satisfied, and viceversa. Using the traditional way to improve customer satisfaction, it is possible that the customer will not be satisfied with a certain quality element, or maybe the customer satisfaction target will be over-fulfilled (Tan & Shen, 2000). Kano's model provides an effective approach to categorizing the customer attributes into different types. Professor Kano has developed a methodology to identify which customer attributes are must-be, which are one-dimensional and which are attractive. Therefore, understanding the product quality attribute is beneficial to improvement of quality as well as product development. Therefore, the purposes of this article are 1. To classify customer attributes into Kano categories. 2. To apply IPA to analyze the correlation between importance and satisfaction toward product attributes. 3. To exam a significant difference between demographic characteristics and Kano's quality requirements. The findings are as follows: 1. Kano' model successful classifying product features of digital cameras. Kano's quality requirements are also correlated with importance and satisfaction of IPA analysis. 2. When quality have improved for all product features, after sales services, Image Stabilizer and Recording Mode will lead to most satisfaction for all users based on customer satisfaction coefficient. 3. Demographical characteristics have significantly influenced perceived quality requirement for digital camera users.

The main objective of this study is to assess tourists' expectations and perceptions of service quality of resorts and hotels in Luang Prabang by integrating the SERVQUAL model and Kano's model. Four hundred and seven sets of responses were collected from tourists staying in resorts and hotels in Luang Prabang using a structured questionnaire. The results of the study showed that tourists' perception of resorts and hotels service quality is significantly higher than expectation in terms of service reliability and tangibles. According to Kano's model, the results show that among resorts and hotel quality improvement indicators, there are two one-dimensional quality elements (O). These include the nonunexpected service costs and friendliness indicator and courtesy of the service personnel indicator. After integrating SERVQUAL results with Kano's model results, both areas show high expectations from tourists. Moreover, the results from an expectation-service gap matrix indicate that the areas that require attention and improvement, due to high expectations and high negative service gap, are availability of service personnel when needed, provision of adequate information about the service delivered, ability to handle customer complaints efficiently and seeking the best to satisfy the interests of customers. [ABSTRACT FROM AUTHOR]

The current study addresses issues related to developing a set of critical quality attributes. The primary research objective was to address drawbacks of importance–performance method and develop a novel approach that identifies satisfaction drivers for unit-level quick service restaurant (QSR). The new approach is based on synthesis of qualitative, PRCA, and importance grid methods. Basic (taste, temperature, and accuracy), performance (friendliness) and excitement (cleanliness, speed, and ease of understanding) factors were identified for a QSR context. The current findings help to resolve the problem of performance optimization and identify an optimal set of QSR attributes to allocate resources. Taste, temperature, and accuracy must be ensured as top priority. Then, friendliness should also be ensured and only after that the resources should be allocated to cleanliness, speed, and ease of understanding. Generalizability of the findings is bounded by the fact that only one QSR chain was examined. Additionally, only a limited number of QSR attributes was examined. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace. [ABSTRACT FROM AUTHOR]

While many past studies focus on quality research – especially using ‘Kano's model’, little is known about the stream of ‘Kano's model’. Begun as an effort to gauge the contribution to the field of ‘Kano's model’, this study reviews 94 academic articles related to Kano's model and appeared in 52 SSCI and SCI journals from 1998 to April 2012. In this study, we identified the keywords and conducted a survey to search for the related articles in the ISI Web of Science database and present our findings, such as the numbers of publications by years, categorisations of article types, key publication venues and contributors, and articles cited most. Our study showed that the amount of articles about ‘Kano's model’ increased from 1998 to the end of 2011, which indicates that the Kano's model's influence is an upward trend. We also find that ‘Kano's model’ research has fascinated a number of researchers during the 14 years covered in this study. Researchers from Asia, Africa, America and Europe have made the most contributions to this field in our findings. This study provides evidence that ‘Kano's model’ did attract academic researchers and contribute to the field of quality research. [ABSTRACT FROM AUTHOR]

Recent studies show that hospitality and services can, if attractively designed, elicit positive responses from guests or customers. Although responses are individual and highly subjective, Fuzzy Quality Function Deployment (FQFD) may provide a competitive advantage to those who are able to read and interpret customers’ responses and needs in terms of hospitality services. This study introduces an integrative framework of Kano's model and FQFD applied to Taiwanese Ban-Doh banquet services. Kano's model with fuzzy sets was used and integrated into the FQFD method to show the relation between service attributes and customer responses. Kano's model categorizes service attributes into three major groups: Must-be, One-dimensional and Attractive. The findings of a case study involving six senior Ban-Doh chefs and 80 guests who attended Ban-Doh banquets are presented. By focusing on the quality of service characteristics that satisfy customers, this study enables service providers and managers to determine the extent to which they can prioritize the improvement of service design in Ban-Doh banquet services to satisfy customer expectations. [ABSTRACT FROM AUTHOR]

Purpose: The theory of attractiveness determines the relationship between the technically achieved and customer perceived quality of product attributes. The most frequently used approach in the theory of attractiveness is the implementation of Kano's model. There exist a lot of generalizations of that model which take into consideration various aspects and approaches focused on understanding the customer preferences and identification of his priorities for a selling product. The aim of this article is to outline another possible generalization of Kano's model. Methodology/Approach: The traditional Kano's model captures the nonlinear relationship between reached attributes of quality and customer requirements. The individual attributes of quality are divided into three main categories: mustbe, one-dimensional, attractive quality and into two side categories: indifferent and reverse quality. The well selling product has to contain the must-be attribute. It should contain as many one-dimensional attributes as possible. If there are also supplementary attractive attributes, it means that attractiveness of the entire product, from the viewpoint of the customer, nonlinearly sharply rises what has a direct positive impact on a decision of potential customer when purchasing the product. In this article, we show that inclusion of individual quality attributes of a product to the mentioned categories depends, among other things, also on costs on life cycle of the product, respectively on a price of the product on the market. Findings: In practice, we are often encountering the inclusion of products into different price categories: lower, middle and upper class. For a certain type of products the category is either directly declared by a producer (especially in automotive industry), or is determined by a customer by means of assessment of available market prices. To each of those groups of a products different customer expectations can be assigned. In this paper, we investigate how the inclusion ofa product into some price category influences a categorization of its quality attributes in the context of a Kano's model. Research Limitation/implication: The theory of attractiveness has a big sense for developers in designing new products. It is therefore natural to know the real demands of customers and prioritize different quality attributes of a product in terms of customers'perception. Sufficiently precise fulfilment of this requirement is however an open problem so far. Originality/Value of paper: The article points out certain dynamics in perception of individual attributes of quality by customers relative to inclusion of a product into some price categories. It is therefore a certain generalization of the fundamental principles of traditional Kano's model. [ABSTRACT FROM AUTHOR]

ABSTRACT In a web-based learning environment, interactivity has been referred to as the most important element for successful e-learning. This article presents the production cycle of an interactive medical device, namely a virtual 3D electroencephalogram, and the study conducted to measure the students' satisfaction of the learning application based on Kano's quality model. The web-based interactive learning application introduces unique elements of interactivity with the learning content, specifically designed to train biomedical engineering students at the use of the medical device. The results of a post-deployment student survey suggest that the visual and interactive features embedded in the application have the potential to induce positive satisfaction of users. The proposed approach may serve as reference for the correct design of similar learning applications not only in the biomedical engineering context but also outside the realms of engineering sciences. © 2013 Wiley Periodicals, Inc. Comput Appl Eng Educ 23:72-91, 2015; View this article online at ; DOI [ABSTRACT FROM AUTHOR]

The development of and competition within the essential oil market are rapidly growing. Providing customers with satisfactory service has become an important competitive strategy in all essential oil product stores. We try to apply the Service Quality Scale (SERVQUAL) and Kano's model to evaluate customer satisfaction and service quality attributes in the essential oil industry. In the 25 elements, there are 10 must-be quality elements, 7 one-dimensional quality elements, and 8 indifferent quality elements. None is attractive quality, and reverse Quality. The research findings indicate these service attributes: "expect these firms to have their customers' best interests at heart", "they have professional knowledge which felt reliable" and "these firms have their development and quality certification of product" are the top priority to improve. [ABSTRACT FROM AUTHOR]

In the highly competitive marketplace, customer satisfaction is one of the critical success factors to many leading companies. Quality function deployment (QFD) has been regarded as a powerful customer-oriented design tool for developing new or improved products to achieve higher customer satisfaction by integrating various functions of an organization. In the QFD process, correctly rating the importance of customer requirements (CRs) is a crucial and essential step since it largely affects the target value setting of design requirements (DRs). This paper proposes a novel approach to prioritize CRs from the viewpoint of company's competitiveness (i.e., competitive priority ratings). The key characteristic of proposed approach is to model the customer's preference structure as the form of customer satisfaction function by combining the competitive benchmarking analysis with Kano's analysis. Finally, the proposed approach is illustrated with a numerical example of car door design problem. [ABSTRACT FROM AUTHOR]

Highlights: [•] This work proposes a method for defining strategies that improve city perception. [•] Kano’s Model is used to understand and analyse the relationship between the attributes and citizens’ evaluations. [•] This method is illustrated through an analysis of neighbourhoods in the city of Valencia (Spain). [•] The results show non-linear relationships between perception attributes and users' evaluations. [•] Kano’s Model is a useful tool for defining investment strategies for improving urban appearance. [ABSTRACT FROM AUTHOR]

This research adopted the experiential marketing factor mode as a substitute for product quality in Kano's two-dimensional quality model. The research findings indicate that multimedia entertainment manufacturers need to focus on a number of orientations in their marketing strategies, including more superior and convenient visual and hearing orientations, more attentive and humanised online service, security for personal data protection, integrated social information orientation, and personalisation orientation. In addition, two differences in the quality demands of manufacturers and consumers for Kano are identified. First, the manufacturers wrongly regarded consumers' one-dimensional demand quality as attractive demand quality, which may result in ignorance regarding which marketing strategies should be emphasised. For example, consumers will feel dissatisfied if they are not equipped with high-resolution and excellent sound effects, and thus manufacturers should place high importance on these features. Second, the quality demands deemed necessary by manufacturers but which consumers regard as insignificant will lead to a waste of marketing resources. For instance, the Internet real-time query function may not be a necessary demand for consumers as they may consider that since the Internet is designed with the function of looking up information, there is no need for them to be occasionally provided with large amounts of useless information. [ABSTRACT FROM PUBLISHER]

Purpose – The purpose of this paper is to address issues of performance optimization through accounting for asymmetric responses of customer satisfaction to different types of product or service attributes: core, facilitating and "green" (eco-friendly). The primary research inquiry was to explore how these attributes affect customer satisfaction and account for interactions among them in order to identify an optimal combination that would maximize customer satisfaction in lodging industry settings. Design/methodology/approach – An experimental design and a web-based survey were used to collect data from a convenience sample of faculty and staff of two US universities. Univariate and regression analysis were two primary methods of data analysis. Findings – The findings confirmed non-linear nature of customer satisfaction response and indicated that "green" attributes impact customer satisfaction similarly to facilitating attributes but differently from the core type of attributes in the context of lodging industry. Research limitations/implications – Generalizability of the findings is bounded by convenience sampling technique. Additionally, only limited number of hotel attributes was examined. Practical implications – The current findings help to solve the problem of performance optimization and allow creating hotel offerings that yield maximum levels of customer satisfaction and optimal resource allocation. Originality/value – The study provides additional knowledge about factor structure of customer satisfaction and points on the place and role of "green" attributes in formation of CS in the context of lodging industry. [ABSTRACT FROM AUTHOR]

Recently, we observed a great movement of Internet users from blogs and wiki to Myspace, Facebook, Twitter, and Plurk. To increase profit margins, identifying the service factors that attract customers to join a new virtual community is crucial for website enterprises. Most works focus on social networks, success factors, and reasons for participating. Relatively few works have attempted to address this issue. Additionally, feature selection techniques have been widely used to extract crucial attributes. However, domain knowledge, which is hard to obtain, is needed to select meaningful features. Therefore, this work proposes a Kano's model based Neural Network (KANN) method combining Kano's model and neural networks to identify the key service factors. Finally, a real case study of a survey of virtual community users is provided to identify the key service factors. [ABSTRACT FROM AUTHOR]