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Book Reports
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It is also the type of requirement which defines the perceived product/service quality and thus customer satisfaction.
One of the most important and useful models which can be used to measure and evaluate the customer satisfaction is Kano Model. It can give us a very good image about the ways which we can improve the customer satisfaction at a reasonable cost...
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It can give us a very good image about the ways which we can improve the customer satisfaction at a reasonable cost.
Kano Model of Customer Satisfaction:
Asks which product/service qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Noriaki Kano, a professor at Tokyo Rika University (1984) proposes a model of customer satisfaction (Figure 1) for answering these questions and for drawing conclusions for the management of product development...
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