Towards the fine-tuning of a predictive Kano model for supporting product and service design

Abstract

Kano's theory analyses only the 'current situation' concerning the extent of customer satisfaction, which results from fulfilling monitored product/service attributes. Such an issue hinders the exploitation of Kano surveys for long-time design projects. On the other hand, trends regarding the shift of quality attributes reported in literature are not supported by rigorous research. In order to highlight evidence about changes in the main drivers for customer satisfaction, the authors have individuated and subsequently examined surveys of three analogous products or services performed by different research groups. The use of a quantitative reference model linking the performance of quality attributes to the ensuing satisfaction provides a clear picture of the transformation occurring within the role played by a plurality of customer requirements. The results of the investigation show remarkable differences in the evolution of quality attributes and point out new needs for the organisation of an experiment to validate the existing hypotheses that concern the transformation of Kano categories. More specifically, the paper stresses the importance of performing repeated tests with the same group of customers, paying attention to industrial sectors where performance is progressing quickly, considering uncertainties related to the output of Kano surveys.

The HWWP, a refined IVA-Kano model for designing new delightful products or services

“…The recent focus on Kano categories introduction and evaluation perspectives (Ipek & Ç ikiş, 2013) on quality category transformation (Borgianni & Rotini, 2013), and on the need to create customer loyalty through delight (Högström, 2011) made the authors to rethink the Kano methodology for a delightful product or service design from scratch with an evaluation perspective (importance of wants and value-added quality for customer satisfaction), which adapts to category lifecycle transformations for continuous organisational strategic thinking.…”

A New Model to Improve Service Quality in the Property Management Industry

“…Many previous studies have applied the Kano model to measure customer satisfaction. Related research includes that done on hotel industry (Dominici & Palumbo, 2013;Yang, Jou, & Cheng, 2011), the food and beverage industry (Chen, 2012), airlines (Basfirinci & Mitra, 2015;Hu & Hsiao, 2016), and product and service design (Borgianni & Rotini, 2015;Kim & Choi, 2017). However, most of this research addresses service business, and little research is focused on service quality in the property management industry.…”

Can we understand food oral processing using Kano model? Case study with confectionery products

“…Depending on the combination of functional/dysfunctional answers, six potentials categories related to customer satisfaction (CS) may occur: Attractive (A)—the presence of these attributes results in CS while their absence has no effect on CS; One‐dimensional (O)—presence generates CS while absence results in nonsatisfaction; Must‐be (M)—the presence of these attributes is granted while insufficiency of these attributes results in extreme nonsatisfaction; Indifferent (I)—these attributes have limited effects on CS; Reverse (R)—the presence of these attributes will generate nonsatisfaction, and vice versa; and Questionable (Q)—the responses do not make any logical sense (Chen, 2012; Lee, Lin, & Wang, 2011). This method was widely analyzed by various scholars covering the theoretical approach in product design and customer satisfaction (Borgianni & Rotini, 2015; Chaudha, Jain, Singh, & Mishra, 2011; Tontini, 2007) with a limited number of articles associated with food (Chen, 2012). Luor, Lu, Chien, and Wu (2015) in a review article on the Kano model conclude that vast of research applications fall within engineering, operations research, business, and computer sciences and mostly outside of the food supply chain.…”