The refined Kano's model and its application

Yang, Ching‐Chow

doi:10.1080/14783360500235850

Cited by 234 publications

(201 citation statements)

References 11 publications

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“…Kano's model has many applications. The Kano model has the advantages in classifying customer needs [15], [16]. However, trade-offs are sometimes necessary.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

“…If some service attributes cannot be met simultaneously for technical or financial reasons, the service providers should consider other criteria that have the greatest influence on customer satisfaction. To solve this problem, Yang [16] proposed a refined Kano model by considering the degree of importance of the attributes as a perceived quality by customers. The degrees of importance were classified into two categories.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

“…In addition, the existence of a ninth category, Kano's category of 'reverse' attributes should also be noted. The redefinition of the categories of quality attributes according to the refined model allows service providers to make quality decisions with more precision [16]. Table 1 lists the redefined categories of quality attributes obtained by refining the Kano model.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

“…Table 1 lists the redefined categories of quality attributes obtained by refining the Kano model. Yang [16] represented these quality attributes as illustrated in Fig. 1.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

“…However, Kano model has a deficiency that prevents service providers from precisely evaluating the influences of quality attributes. The refined Kano's model had presented by Yang further improved the Kano's model to categorize quality attribute more precisely in order to provide more accurate information [16]. This paper outlines the results of a study conducted on the university to obtain students' perspective on the service quality of educational institutions.…”

Section: Introductionmentioning

confidence: 99%

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Towards an Identification and Classification of Service Quality Attributes in Higher Education

Sukwadi¹

2011

IJEEEE

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Abstract-In what has become a highly competitive environment, students have become more discriminating in their selection and more demanding of the universities they choose. It is important then for institutions to understand service quality attributes what incoming students desire (and increasingly expect) from the institution of their choice. Higher education (HE) institutions should ensure that all services encounters are managed to enhance students' perceived quality. While there is a consensus on the importance of service quality issues in HE, the identification and classification of the service quality attributes is a challenge to gain a better understanding of the quality issues of students' experiences face. The aim of this study is to identify and classify the service attributes that can promote student satisfaction. The process of identification and classification is demonstrated empirically in a case study of a well-known private university in Indonesia.

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“…Kano's model has many applications. The Kano model has the advantages in classifying customer needs [15], [16]. However, trade-offs are sometimes necessary.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

“…Table 1 lists the redefined categories of quality attributes obtained by refining the Kano model. Yang [16] represented these quality attributes as illustrated in Fig. 1.…”

Section: B Kano and Refined Kano Modelmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Towards an Identification and Classification of Service Quality Attributes in Higher Education

Sukwadi¹

2011

IJEEEE

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Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

Chen

2011

Hum Ftrs & Erg Mfg Svc

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This study addresses the deficiency research of service quality by integrating the importance–satisfaction model (I‐S model) and the performance control matrix to provide a more comprehensive assessment model for improving specific quality attributes. The study applies this integrated measuring instrument in a Taiwanese high‐tech industry by using a questionnaire survey of production‐line employees to assess importance and satisfaction in their capacity as internal customers of the company. The study thus identifies and prioritizes quality attributes that require improvement. The findings are significant for service providers because they take into account: (i) the relative importance of quality attributes; (ii) the relative satisfaction level of these attributes; and (iii) the resources available for improvement. The study demonstrates that the I‐S model and the performance control matrix, taken together, provide an excellent measuring instrument for assessing priorities for quality improvement. © 2011 Wiley Periodicals, Inc.

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Integrating Refined Kano Model, Quality Function Deployment, and Grey Relational Analysis to Improve Service Quality of Nursing Homes

Yeh

Chen

2012

Hum Ftrs & Erg Mfg Svc

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Because of the aging trend in Taiwan, long‐term care plays an important role in the medical system. Finding ways to ensure medical and service quality in long‐term care facilities requires immediate attention. This study discusses service quality in nursing homes and the factors that affect service quality in Taiwan in a way that benefits the management of these organizations. Using a refined Kano model analysis, 12 high value‐added qualities, 4 low value‐added qualities, 1 critical quality, 6 required qualities, 1 potential quality, and 2 care‐free qualities were found. Furthermore, using a combination of quality function deployment and Grey relational analysis (GRA), it was found that medical service standards of the nursing homes require improvement. Items such as “educational training,'' “professional capability,” “degree of understanding patients,” “communication skills,” and “crisis management ability” were provided by an equal‐weight GRA. The improvement sequence was “educational training,” “professional capability,” “communication skills,” “understanding of patients,” and “crisis management ability” in an equal‐weight quantified GRA. The research results can provide nursing homes with an improvement sequence for service design and operational management. © 2012 Wiley Periodicals, Inc.

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The refined Kano's model and its application

Cited by 234 publications

References 11 publications

Towards an Identification and Classification of Service Quality Attributes in Higher Education

Towards an Identification and Classification of Service Quality Attributes in Higher Education

Integrating service quality evaluation model to improve employees' satisfaction for high‐tech iindustry

Integrating Refined Kano Model, Quality Function Deployment, and Grey Relational Analysis to Improve Service Quality of Nursing Homes

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