The Concept of Kano-QFD Integration for Non- linear Customer Needs in Product and Service Design

Akademia Baru · Norshahrizan Binti Nordin · Razli Che Razak · Kampus Kota

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

Abstract

High quality of product and service is always demanded by customers. Conversely, poor quality of product and service will result with customer dissatisfaction. However, this linear relationship is no longer accurate due to the complexity nature of customer needs. Non-linear relationship should be considered for more accurate evaluation of customer needs. This paper presents a concept of Kano model and Quality Function Deployment (QFD) integration to evaluate the non-linearity of customer needs towards the quality of products or services. By a case study, the developed Kano-QFD model is validated with the theory of Kano model and found to have well agreement. Further application for product development is recommended for future research. Copyright © 2014 Penerbit Akademia Baru - All rights reserved.

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1984Attractive Quality and Must-Be Quality 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis 2011A critical review of techniques for classifying quality attributes in the Kano model 2006Assessing asymmetric effects in the formation of employee satisfaction 2011Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model 2011Theory of attractive quality and life cycles of quality attributes 2003A content analysis of complaints and compliments 2011Development of the Kano model

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2017The application of Kano model in the healthcare industry: a systematic literature review 2018Application of Quality Function Deployment (QFD) method and kano model to redesign fresh fruit bunches sorting tool

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