Urgent Request:
I am conducting a research on customer satisfaction using kano model
I have selected related important attributes and a survey questionnaire has been formulated
I need an answer to the following question?
How do you classify your selected attributes into kano model classification?
Thank You ([email protected])
The basic distinction is whether an attribute is a satisfier -- something people expect as a basic deliverable -- or something that delivers "delight".
Once you list down all the attributes, you need to create a pair of questions comprising functional question and dysfunctional question to test the same attribute. Functional question is asked to see a customer’s response when your product has the selected attribute. Dysfunctional question asks the opposite. It is asked to see customer’s response when the product does not have the attribute. Both questions require the same set of answer, putting into five likert scales (like, must be, neutral, live with, and dislike). Once you get the responses from your questionnaires, you need to refer your answer pairs to Kano’s Evaluation Table which indicates the six possible perceptions of how a customer thinks of your selected attributes. The six perceptions are Excitement, Performance (One-Dimension), Must-be, Questionable, Indifferent and Reverse. For customer satisfaction, you mainly focus on the four results: Excitement (Wow effect), Performance (the more, the better), Must-be (Must provide otherwise only dissatisfaction) and Reverse (offer as in dysfunctional question). Then you will get the results of what attributes should be offered and in what Kano’s classification they are for further statistical analysis. You can visit Kano’s website for the evaluation table.
Thank You, Honorable Walanchalee Wattanacharoensil. for your helpful and detailed comments
Thank You Honorable Prof. Walid Tawfik
Thank You Honorable Frederick Van Bennekom for your contributory comments
My pleasure S. Orakzai and best wishes for your research!
Dear Orakzai
Please read my articles on the Kano model. I think Shahin and Zairi (2009) can be a good start !
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