A Study on the Development of Total Customer Satisfaction Coefficient based on Kano Model

Sang-Bok Ree

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

Abstract

Many Papers of Customer Satisfaction are issued. Kano who have proposed 'Quality Dualism' for grasping of Customers' potential needs and Timko who have proposed 'Customer Satisfaction Coefficient' that made up for the weak points of Kano's model. The Measure of Timko which have weak points as well that does not consider the indifferent quality of the Kano's model. In this paper, we propose 'Total Customer Satisfaction Coefficient' that made up for the weak points of Timko's Customer Satisfaction Coefficient also Kano's Quality Dualism. And we have applied suggested method to department store.

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2012Wordings of the Kano Model's Questionnaire 2013Comparing the Questionnaires for Classifying Quality Attributes in the Kano Model

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