Comparing the effectiveness of conventional and Kano model questionnaire for gathering requirement of online bus reservation system

Abstract

Software development is the activity of creating a software system that when used, solves some unsolved problem. It consists many knowledge intensive processes, among which requirement elicitation process is perhaps the most critical for the success of the software system. The success or failure of the system is related to the quality of the elicitation process and to the method used for gathering user needs. This study examines combined approaches to identify and classify the requirements and investigates the importance of customer satisfaction in requirement elicitation for online bus reservation system. The context of this work is University Malaysia Pahang (UMP). The target audiences are public who uses bus services. A total 63 out of 70 questionnaire are answered by the people. To do this, the design of two types of questionnaires: conventional and Kano questionnaire is done and implemented to identify the correct requirements for the selected system and then to compare the effectiveness of these two approaches. This study found that, both conventional method and Kano model are suitable to find and classify the requirements, but for deeper understanding of requirements which have the greatest influence on the customer's satisfaction, Kano model is more effective, because Kano's method provides valuable help when trade-off is needed for designing the product development.