Some firms are still using the Kano model as a tool to measure customer satisfaction. In academic research, is Kano still an active issue?
Thank you in advance for your replies.
Kano Model for measuring customer satisfaction
Please let me know if these references/sites are useful to you:
1. Kano Model Customer Satisfaction Analysis of Medical Services - IRJET
https://www.irjet.net/archives/V4/i6/IRJET-V4I6263.pdfCached
by RG Harijith - 2017 - Related articles
Abstract -Healthcare is a vital service sector that provides quality treatment services to patients aiming at achieving individual satisfaction. In order to improve the ...
2. Customer Satisfaction for Designing Attractive Qualities ... - MIT Journals
www.mitpublications.org/yellow_images/1315647627_logo_5.pdfCached
by P Gupta - Cited by 15 - Related articles
Customer satisfaction and patient- ... lack of systematically effective method of identifying patients' ... Keywords: Kano model, QFD, Healthcare service, Quality.
Dennis
Dennis Mazur
Dear Paul
Yes this important model is increasingly used and is evolving both in theory and in practice.
Thank you, Arash for the answer. It does not appear that there has been many new ground breaking discoveries in marketing. We have been using abd reusing old concepts despite of new finding ourselves in the New Economy.
Dear Paul,
Kano model still belongs to very good way to UNDERSTAND customer requirements. Before using Kano, it is mandatory to IDENTIFY customer requirements. It is sometimes difficult because only one-dimensional requirements are often stated by customer. Identification of attractive requirements (quality attributes) can be more difficult because they are often latent.
In the past I used several times Kano model in product development projects. To identify new ideas we used some of creative techniques for product development (for example SCAMPER, brainstorming, Wish etc.). To evaluate the potential value of these ideas we use Kano model. By using Kano we were able to select most innovative ideas for further processing.
In some cases Kano model can be applied to customer satisfaction measurement. However, in my opinion, it is more suitable tool to understand how quality attributes fulfilment affects overal satisfaction. It is still live topic and Kano is still developed by many researchers :-)
Kind Regards.
Peter
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