Evaluating Customer Satisfaction with Pharmaceutical Counselling Services using the Kano-Model Approach

Matching audio/video app features with young user preferences: An integrated approach

“…Unfortunately, the traditional MEC theory is unable to provide such information for academics and practitioners. To overcome the limitations of the traditional MEC theory, this work incorporates MEC theory with the Kano model to ascertain how consumer satisfaction can be influenced by product attribute performance, because the Kano model in the literature (e.g., Lobuteva et al, 2020; Mote et al, 2016; Pandey et al, 2022) is a prime approach for systematically and effectively depicting the relationships between customer satisfaction and product attribute performance. Moreover, a product/service's attribute consists of several attribute levels (e.g., ‘colour’ attribute such as black, white, yellow and red, and ‘service’ attribute such as self‐service and full‐service).…”

“…This integration enables researchers to analyse data by using statistical methods for classifying each product attribute into its appropriate Kano category (see Table 2). In practice, the Kano model has been widely applied in product design in fields such as e‐services, information systems and mobile applications (Barutçu, Barutçu, & Barutçu, 2018; Hussain & Mkpojiogu, 2016; Lobuteva, Yermolaeva, Lobuteva, Zakharova, & Kartashova, 2020; Ma, Chen, & Chang, 2019; Mote, Kulkarni, & Narkhede, 2016; Ratanasawadwat, 2015; Shokouhyar, Shokoohyar, & Safari, 2020; Xiao, Guo, & Ambra, 2017; Yao et al, 2018). Referring to Chen and Su (2006), Yao et al (2018) investigated the features of mobile apps, evaluated each feature's impact on customer satisfaction, and provided the reasons for such satisfaction.…”