Empirical research on Kano’s model and customer satisfaction

Feng-Han Lin, Sang-Bing Tsai, Yu-Cheng Lee, Cheng-Fu Hsiao, Jie Zhou, Jiangtao Wang and Zhiwen Shang

PLOS ONE, 2017, vol. 12, issue 9, 1-22

Abstract: Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:plo:pone00:0183888

DOI: 10.1371/journal.pone.0183888

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