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

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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 discussion of the term "customer satisfaction" in order to give a better understanding of how customers react to the companies' products. This is followed by an explanation of the term product quality in chapter 2.2, in order to give a short overview of factors that might influence the customers' satisfaction. In chapter 3 the Kano-Model will be discussed in-depth.

Chapter 3.1 will give a general overview of what the Kano-Model is and what different quality-categories exist within it. Afterwards the process of analyzing customer preferences will be shown in chapter 3.2. Lastly, chapter 3.3 will evaluate the usefulness of the model in the given context. Chapter 4 will conclude this work by presenting the essential findings and reflecting the used approach.

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Availability

Detail Information

Series Title

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Call Number

658.401 SIM u

Publisher

Norderstedt Germany : GRIN Publishing., 2013

Collation

iv+11p.;15x21cm

Language

English

ISBN/ISSN

978-3-656-53731-1

Classification

658.401

Content Type

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Media Type

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Carrier Type

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Edition

German Edition

Subject(s)

Planning and Strategic Management
KANO Model

Specific Detail Info

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Statement of Responsibility

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