THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS

Elmar Sauerwein · Franz Bailom · Kurt Matzler · Hans H. Hinterhuber

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Quality Function Deployment in Product Design Customer Service Quality and Loyalty Color perception and design

Abstract

So far customer satisfaction was mostly seen as a one-dimensional construction the higher the perceived product quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. Departing from Kano’s model of customer satisfaction, a methodology is introduced which determines which influence the components of products and services have on customer satisfaction. The authors also demonstrate how the results of a customer survey can be interpreted and how conclusions can be drawn and used for the management of customer satisfaction is demonstrated.

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References

1990Zero defections: quality comes to services.1984Attractive Quality and Must-Be Quality 1988The House of Quality 1993The Voice of the Customer 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY 1994A new American TQM: four practical revolutions in management

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