Requirements classification in Kano Model – from strict categories to satisfaction and dissatisfaction potential

Abstract

Many approaches to requirements classification in the Kano model use strict categories defined in the past – attractive, onedimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To date, no study has been published that systematically integrates the satisfaction and dissatisfaction effect of requirements without the need to specify categories of requirements. The proposed approach is based on defining the satisfaction potential (SP) and dissatisfaction potential (DP) of each requirement. Curve shapes for all valid categories in the 5 × 5 Kano evaluation sheet were used to determine SP and DP. At the same time, a new Kano evaluation sheet was designed containing predefined SP and DP values, which allow easier classification of requirements. A case study of requirements on restaurant services was used to validate the new approach. Results show higher accuracy and simplicity of the approach.