Identifying and prioritizing coworking member needs

Abstract

Purpose This paper aims to identify and prioritize the needs of coworking members. The authors focus on maintaining the existing members rather than attracting new ones. Design/methodology/approach The authors use two phases and multiple methods. The first phase focuses on a qualitative approach using observations and interviews to uncover and formulate the members’ needs. The second phase focuses on prioritizing the needs using a quantitative approach. Findings The authors discovered 19 member needs from the coworking spaces. Based on an online survey, the authors classified those needs into three main Kano model’s categories. Originality/value The resulting member needs and their strategic priorities provide a useful basis for coworking providers to direct their improvement efforts towards achieving greater member satisfaction.