Kano qualitative vs quantitative approaches: An assessment framework for products attributes analysis

Computers in Industry

Volumn 86, Issue , 2017, Pages 15-25

  Violante, Maria Grazia ^a   Vezzetti, Enrico ^a  

^a POLITECNICO DI TORINO   (Italy)

Author keywords

Customer satisfaction; Quantitative Kano methods; The Kano model

Indexed keywords

SALES;

CLASSIFICATION METHODS; CUSTOMER REQUIREMENTS; KANO METHOD; KANO MODEL; NON-LINEAR RELATIONSHIPS; PRODUCT AND SERVICES; QUANTITATIVE APPROACH; QUANTITATIVE METHOD;

CUSTOMER SATISFACTION;

EID: 85009168588     PISSN: 01663615     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.compind.2016.12.007     Document Type: Article

References (46)

1. [1] Violante, M.G., Vezzetti, E., Implementing a new approach for the design of an e‐learning platform in engineering education. Comput. Appl. Eng. Educ. 22:4 (2014), 708–727.
2. [2] Chen, L.-H., Kuo, Y.-F., Understanding e-learning service quality of a commercial bank by using Kano's model. Total Qual. Manag. 22:1 (2011), 99–116.
3. [3] Shen, X.-X., Tan, K.C., Xie, M., An integrated approach to innovative product development using Kano's model and QFD. Eur. J. Innov. Manag. 3:2 (2000), 91–99.
4. [4] Vezzetti, E., Violante, M.G., Marcolin, F., A benchmarking framework for product lifecycle management (PLM) maturity models. Int. J. Adv. Manuf. Technol. 71:5–8 (2014), 899–918.
5. [5] Violante, M.G., Vezzetti, E., A methodology for supporting requirement management tools (RMt) design in the PLM scenario: an user-based strategy. Comput. Ind. 65:7 (2014), 1065–1075.
6. [6] Violante, M.G., Vezzetti, E., Virtual interactive e‐learning application: an evaluation of the student satisfaction. Comput. Appl. Eng. Educ. 23:1 (2015), 72–91.
7. [7] Violante, M.G., Vezzetti, E., Alemanni, M., An integrated approach to support the Requirement Management (RM) tool customization for a collaborative scenario. Int. J. Interact. Des. Manuf. (IJIDeM), 2015, 1–14.
8. [8] Kano, N., Seraku, N., Takahashi, F., Tsuji, S., Attractive quality and must-be quality. J. Jpn. Soc. Qual. Control 14:2 (1984), 39–48.
9. [9] Chen, L.-F., A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry. Omega 40:5 (2012), 651–659.
10. [10] Chen, L.-H., Ko, W.-C., A fuzzy nonlinear model for quality function deployment considering Kano's concept. Math. Comput. Modell. 48:3 (2008), 581–593.
11. [11] Chen, L.-H., Ko, W.-C., Fuzzy approaches to quality function deployment for new product design. Fuzzy Sets Syst. 160:18 (2009), 2620–2639.
12. [12] Clegg, B., Wang, T., Ji, P., Understanding customer needs through quantitative analysis of Kano's model. Int. J. Qual. Reliab. Manag. 27:2 (2010), 173–184.
13. [13] Ji, P., Jin, J., Wang, T., Chen, Y., Quantification and integration of Kano's model into QFD for optimising product design. Int. J. Prod. Res. 52:21 (2014), 6335–6348.
14. [14] Lee, Y.-C., Huang, S.-Y., A new fuzzy concept approach for Kano's model. Expert Syst. Appl. 36:3 (2009), 4479–4484.
15. [15] Lin, L.-Z., Yeh, H.-R., Wang, M.-C., Integration of Kano's model into FQFD for Taiwanese Ban-Doh banquet culture. Tour. Manag. 46 (2015), 245–262.
16. [16] Lin, S.-P., Yang, C.-L., Chan, Y.-h., Sheu, C., Refining Kano's ‘quality attributes–satisfaction'model: a moderated regression approach. Int. J. Prod. Econ. 126:2 (2010), 255–263.
17. [17] Wu, M., Wang, L., A continuous fuzzy Kano's model for customer requirements analysis in product development Proceedings of the Institution of Mechanical Engineers. Part B: J. Eng. Manuf. 226:3 (2012), 535–546.
18. [18] Xu, Q., Jiao, R.J., Yang, X., Helander, M., Khalid, H.M., Opperud, A., An analytical Kano model for customer need analysis. Des. Stud. 30:1 (2009), 87–110.
19. [19] Mikulic, J., Prebezac, D., A critical review of techniques for classifying quality attributes in the Kano model. Manag. Serv. Qual.: Int. J. 21:1 (2011), 46–66.
20. [20] Shahin, A., Pourhamidi, M., Antony, J., Hyun Park, S., Typology of Kano models: a critical review of literature and proposition of a revised model. Int. J. Qual. Reliab. Manag. 30:3 (2013), 341–358.
21. [21] Anderson, E.W., Mittal, V., Strengthening the satisfaction-profit chain. J. Serv. Res. 3:2 (2000), 107–120.
22. [22] Fynes, B., De Burca, S., The effects of design quality on quality performance. Int. J. Prod. Econ. 96:1 (2005), 1–14.
23. [23] Matzler, K., Sauerwein, E., The factor structure of customer satisfaction: an empirical test of the importance grid and the penalty-reward-contrast analysis. Int. J. Serv. Ind. Manag. 13:4 (2002), 314–332.
24. [24] Ting, S.-C., Chen, C.-N., The asymmetrical and non-linear effects of store quality attributes on customer satisfaction. Total Qual. Manag. 13:4 (2002), 547–569.
25. [25] Riviere, P., Monrozier, R., Rogeaux, M., Pages, J., Saporta, G., Adaptive preference target: contribution of Kano's model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Qual. Preference 17:7 (2006), 572–581.
26. [26] Matzler, K., Hinterhuber, H.H., How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment. Technovation 18:1 (1998), 25–38.
27. [27] Bhattacharyya, S., Rahman, Z., Capturing the customer's voice, the centerpiece of strategy making: a case study in banking. Eur. Bus. Rev. 16:2 (2004), 128–138.
28. [28] Nilsson-Witell, L., Fundin, A., Dynamics of service attributes: a test of Kano's theory of attractive quality. Int. J. Serv. Ind. Manag. 16:2 (2005), 152–168.
29. [29] Raharjo, H., Dealing with Kano model dynamics: strengthening the quality function deployment as a design for six sigma tool. J. Tek. Ind. 9:1 (2007), 15–26.
30. [30] Schvaneveldt, S.J., Enkawa, T., Miyakawa, M., Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality. Total Qual. Manag. 2:2 (1991), 149–162.
31. [31] Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Shen, D., Kano's methods for understanding customer-defined quality. Cent. Qual. Manag. J. 2:4 (1993), 3–36.
32. [32] Xu, Q., Jiao, R., Yang, X., Helander, M., Khalid, H., Anders, O., Customer requirement analysis based on an analytical Kano model. Paper Presented at the Industrial Engineering and Engineering Management, 2007 IEEE International Conference on, 2007.
33. [33] Lee, M., Newcomb, J., Applying the Kano methodology to meet customer rquirements: NASA's microgravity science program. Qual. Manag. J. 4 (1997), 95–106.
34. [34] Amritesh, Misra, S.C., Chatterjee, J., Quality framework for credence-based informational services: applying Kano's method. Total Qual. Manag. Bus. Excell., 2016, 1–32, 10.1080/14783363.2016.1171704.
35. [35] Zhao, M., Dholakia, R.R., A multi‐attribute model of web site interactivity and customer satisfaction: an application of the Kano model. Manag. Serv. Qual.: Int. J. 19:3 (2009), 286–307, 10.1108/09604520910955311.
36. [36] Randall Brandt, D., How service marketers can identify value-enhancing service elements. J. Serv. Market. 2:3 (1988), 35–41.
37. [37] Yadav, H., Jain, R., Shukla, S., Avikal, S., Mishra, P., Prioritization of aesthetic attributes of car profile. Int. J. Ind. Ergon. 43:4 (2013), 296–303.
38. [38] Lee, Y.-C., Sheu, L.-C., Tsou, Y.-G., Quality function deployment implementation based on Fuzzy Kano model: an application in PLM system. Comput. Ind. Eng. 55:1 (2008), 48–63.
39. [39] Jiao, J., Chen, C.-H., Kerr, C., Customer requirement management in product development. Concur. Eng. Res. Appl., 14(3), 2006, 169.
40. [40] Sireli, Y., Kauffmann, P., Ozan, E., Integration of Kano's model into QFD for multiple product design. IEEE Trans. Eng. Manag. 54:2 (2007), 380–390.
41. [41] Matzler, K., Hinterhuber, H.H., Bailom, F., Sauerwein, E., How to delight your customers. J. Prod. Brand Manag. 5:2 (1996), 6–18.
42. [42] Grigoroudis, E., Spyridaki, O., Derived vs. stated importance in customer satisfaction surveys. Oper. Res. 3:3 (2003), 229–247, 10.1007/bf02936403.
43. [43] Mkpojiogu, E.O.C., Hashim, N.L., Understanding the relationship between Kano model's customer satisfaction scores and self-stated requirements importance. SpringerPlus, 5, 2016, 197, 10.1186/s40064-016-1860-y.
44. [44] Pezeshki, V., Mousavi, A., Grant, S., Importance‐performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry. Meas. Bus. Excell. 13:1 (2009), 82–92, 10.1108/13683040910943072.
45. [45] Taplin, R.H., The value of self-stated attribute importance to overall satisfaction. Tour. Manag. 33:2 (2012), 295–304, 10.1016/j.tourman.2011.03.008.
46. [46] Vavra, T.G., Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs., 1997, ASQ quality press.