2017
DOI: 10.1515/orga-2017-0025
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The Use of the Kano Model to Enhance Customer Satisfaction

Abstract: Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company's market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model i… Show more

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Cited by 41 publications
(14 citation statements)
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“…Co-design based on the Kano approach The model provides a better understanding of how customers evaluate a product or its offering and helps companies identify those attributes that need to be improved (Rotar & Kozar, 2017).…”
Section: %mentioning
confidence: 99%
“…Co-design based on the Kano approach The model provides a better understanding of how customers evaluate a product or its offering and helps companies identify those attributes that need to be improved (Rotar & Kozar, 2017).…”
Section: %mentioning
confidence: 99%
“…Penelitian ini mengacu pada jurnal sebelumnya pada jurnal yang ada di mendeley : Laura jutnik rotar &Mitza Rotar, The Use of the Kano Model to Enhance Customer Satisfaction menjelaskan tentang kepuasan pelanggan dengan metode kano (Rotar & Kozar, 2017)dan di penelitian ini peneliti menambahkan metode servqual.…”
Section: Gambar 2 Diagram Unit Entry Pebanding Dari Dealer Lainunclassified
“…It was proposed in 1984 by the quality management for product development and customer satisfaction expert Noriaki Kano after his study conducted about the quality and its importance. This approach was formulated as a blueprint that could categorize and prioritize customer needs and provide the manufacturer with guidance for the product development life cycle and provide increased customer satisfaction upon returning for a new product line [14]. Moreover, the model in Reference [15] captures the nonlinear relationship between product performance and customer satisfaction.…”
Section: The Kano Modelmentioning
confidence: 99%