An analytical Kano model for customer need analysis

Xu, Qianli; Jiao, Roger J.; Yang, X. Jessie; Helander, Martin G.; Khalid, Halimahtun M.; Opperud, Anders

doi:10.1016/j.destud.2008.07.001

Cited by 310 publications

(247 citation statements)

References 13 publications

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“…They tried to extent the traditional approach by providing a questionnaire to help customers extend their feelings utilizing membership and assigning numeric degrees to their wills. Later Xu et al [47] proposed the analytical Kano model to evaluate the customer satisfaction levels in conjunction with organizational capacity. They proposed Kano classifiers as tangible criteria for categorizing customer needs.…”

Section: Kano Model For Customer Driven Portfolio Planningmentioning

confidence: 99%

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Trade-off Service Portfolio Planning – A Case Study on Mining the Android App Market

Nayebi

Ruhe

2015

Preprint

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Service portfolio planning is the process of designing collections of services and deciding on their provision. The problem is highly information intensive, and most of the information required is hard to gather. In this paper, we present a solution approach based on the paradigm of Analytical Open Innovation (AOI). Open innovation is a cheap and low risk problem solving approach which relies on knowledge exchange with outside of company as a competitive advantage. Different forms of open innovation; crowd source, open source and outsource; facilitate the provider and consumer interactions and brings higher customer value. In our proposed AOI approach, open innovation is utilized for elicitation of services from web data, crowdsourcing the service value from potential customers and for the estimation of service implementation effort. For service evaluation, we apply the Kano theory of product development and customer satisfaction. Based on that and as the result from an optimization process, resource-optimized service portfolios are created that constitute trade-offs in balancing between gained value and effort needed. As a proof of concept, the proposed approach is illustrated via a case study project for the composition of Over the Top TV (OTT) services. The atomic services from 241 qualified apps were analyzed from the android app market. We demonstrate that the proposed approach is able to generate optimized trade-off solutions, composing better apps at each capacity level and achieving better customer satisfaction . Abstract.Service portfolio planning is the process of designing collections of services and deciding on their provision. The problem is highly information intensive, and most of the information required is hard to gather. In this paper, we present a solution approach based on the paradigm of Analytical Open Innovation (AOI). Open innovation is a cheap and low risk problem solving approach which relies on knowledge exchange with outside of company as a competitive advantage. Different forms of open innovation; crowd source, open source and outsource; facilitate the provider and consumer interactions and brings higher customer value. In our proposed AOI approach, open innovation is utilized for elicitation of services from web data, crowdsourcing the service value from potential customers and for the estimation of service implementation effort. For service evaluation, we apply the Kano theory of product development and customer satisfaction. Based on that and as the result from an optimization process, resource-optimized service portfolios are created that constitute trade-offs in balancing between gained value and effort needed. As a proof of concept, the proposed approach is illustrated via a case study project for the composition of Over the Top TV (OTT) services. The atomic services from 241 qualified apps were analyzed from the android app market. We demonstrate that the proposed approach is able to generate optimized trade-off solutions, composing better apps at each capacity level and achi...

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Section: Kano Model For Customer Driven Portfolio Planningmentioning

confidence: 99%

“… The lack of quantitative analysis assessment making it impossible to differentiate the significance of assigning each service to a Kano requirement category [47].…”

Section: Kano Model For Customer Driven Portfolio Planningmentioning

confidence: 99%

Trade-off Service Portfolio Planning – A Case Study on Mining the Android App Market

Nayebi

Ruhe

2015

Preprint

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“…The major difference in contrast to other wide spread quality models, such as the technical and functional quality model (Gronroos, 1984) or the Gap model (Parasuraman et al, 1985), is that Kano's model is based on the assumption of existence of nonlinear and asymmetric relationships between attribute-level performance of products/services and overall customer satisfaction (OCS). Nevertheless, the empirical studies (Chen and Chuang, 2008;Li et al, 2009;Xu et al, 2009;Sireli et al, 2007) of Kano model are in a sense helpful in materializing the issues that have been emphasized by the holistic frameworks of product development (Fagerström and Olsson, 2002;Browning, 2003;Oppenheim, 2004;Guenov et al, 2006). Kano model is able to identify a set of product attributes satisfying a set of customer needs (Kano et al, 1984;Berger et al, 1993;Matzler and Hinterhuber, 1998;Kai, 2007).…”

Section: Literature Reviewmentioning

confidence: 99%

A Numerical Kano Model for Compliance Customer Needs with Product Development

Rashid¹,

Tamaki²,

Ullah³

et al. 2011

Industrial Engineering and Management Systems

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Abstract. Functional form and dysfunctional form of Kano model are considered as customer need regarding attribute of product. Both functional and dysfunctional forms are: Like, Must-be Neutral, Live-with and Dislike. The answers of customer regarding a product of functional and dysfunctional forms have been applied for selection of customer needs regarding product attribute (Kano evaluation). Filling-up and returning the Questionnaires by the individuals are essential for determining Kano evaluation. But many Questionnaires have not been returned in that case. Moreover, many possible consumers could not get opportunity to fill-up questionnaire. These uncertain or unknown consumers' opinions are also essential for product development. The choices of Kano evaluations have been outlined by: Attractive, One-dimensional, Must-be, Indifferent and Reverse. In this study, choices of evaluation of unknown customer are considered uniform cumulative vector probability (scenario 1). This study is based on the Monte Carlo simulation method, concept of probability and Kano model. This model has also been tested for its soundness and found fairly consistent including existing Kano model (scenario 2) and case survey for headlight of bicycle (scenario 3).

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“…This response happens in a certain time (after consumption, after purchase decision, after receiving services, etc.) (Xu et al, 2009, Pratten, 2004.…”

Section: Satisfactionmentioning

confidence: 99%

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

Kordnaeij¹,

Askaripoor²,

Imani³

2013

BMR

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Present study is conducted to evaluate and identify the most important e-baking service quality Dimensions in Iranian banking industry which would finally yield to more customers' satisfaction and Brand Equity. To this end, Refah bank is used for this study. The research is a survey -type. To collect data, a questionnaire was used that was a combination of different resources in the relevant literature. A sample consisting of 384 customers of the bank in Tehran was selected. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) as well as two LISREL and SPSS software packages were used to analyze data. Research findings indicate significant impact of "Accessibility", "Easiness", "Trust", "Security", "Website designing", "Website content", "Speed" and "Commission" on "Satisfaction" and the significant impact of "Satisfaction" on "Brand Equity".

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An analytical Kano model for customer need analysis

Cited by 310 publications

References 13 publications

Trade-off Service Portfolio Planning – A Case Study on Mining the Android App Market

Trade-off Service Portfolio Planning – A Case Study on Mining the Android App Market

A Numerical Kano Model for Compliance Customer Needs with Product Development

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

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