An integrated approach of Kanos model and Importance-Performance Analysis in identifying key success factors

Abstract

This study proposes perceived ‘Importance-Performance Analysis’ by simultaneously integrating ‘importanceperformanceanalysis’ and Kano’s model in identifying key success factors. Kano’s model, which provides a twodimensionalview of quality, is a very useful tool to identify which customer requirements of a particular productor service might be more than the proportional satisfaction to customers. Importance-Performance Analysis canbe applied to identify the strengths and weaknesses quality attributes from customers’ viewpoints bysimultaneously evaluating importance and performance. The proposed perceived Importance-PerformanceAnalysis provides much more useful information that allows the decision maker to classify the quality attributesinto different categories and prioritize the importance of these quality attributes for improvement. A case study ofa 3C retailer is provided by applying the proposed perceived Importance-Performance Analysis, and as such, thefindings based on this proposed method are discussed.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 46 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.