"Application of the Kano Model in Understanding Consumer Preferences and Product Attributes in the Vacation Ownership Industry"

Abstract

According to Heung and Ngai [3], customer satisfaction is a key mediator for perceived value and customer loyalty. In the lodging industry, it has been suggested that individual satisfaction is paramount enough to command substantial presence within personal accounts volunteered by consumers [4]. And many have suggested that satisfying the customer is a fundamental requirement for business success [5][6][7][8]. Researchers have measured customer satisfaction and categorized attributes according to their fulfillment of minimum requirements or additive value [9]. Gallarza & Saura [10] suggested that quality is