Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model
The satisfaction of customer requirements (CRs) is the objective of product configuration. A methodology Based on the Kano's model was proposed to explore customers' stated needs and unstated desires and to resolve them into different categories which have different impacts on customer satisfactions (CSs). The customer satisfactions are classified into group satisfaction and individual satisfaction, and each of them has three types with Kano theory. Group requirements items were selected frequently by the same kind of customers. Individual requirements were specified by the customer himself. Based on a combination of group satisfactions and individual satisfactions, the integrated satisfaction was determined. A case study is provided to illustrate the effectiveness of the presented method.
Z. J. Fan and Z. L. Jiang, "Integrated Quantitative Analysis of Customer Satisfaction Based on Kano's Model", Applied Mechanics and Materials, Vol. 224, pp. 358-361, 2012