Identifying Customer Satisfaction Characteristics with the Kano Model for the Agile Development of Video Games

Abstract

Purpose: This study aims to use the Kano Model to identify critical attributes that can be used as features in video games developed using Agile software development. Methodology/Approach: Attributes were identified from the literature review and then selected for a survey given to university participants. Survey results were then analysed using the Kano Model table and a scatter plot. The survey identified respondents' preferences in video games. The survey responses were reanalysed using stratification by video game type. Findings: No one-dimensional attribute was found that would be critical to video game customers. Only a limited number of attractive attributes were identified from the aggregated data. Research Limitation/Implication: The analysis by type of video games had low sample sizes. Additionally, people from outside the target group responded to the survey. Originality/Value of paper: This paper identifies attributes to prioritise when developing a product and demonstrates the need to consider market segmentation when using the Kano Model.