Using the KANO-Model as an Approach to Evaluate Customer Satisfaction

As the improvement of customer satisfaction is a very actual, important and complex topic for most companies, the goal of this assignment is to analyze how the Kano-Model can be used to determine the customers' satisfaction and their needs in a structured approach. In order to achieve this goal, the theory behind the main terms will be explained in chapter 2. Chapter 2.1 will feature a disc…