Abstract
As markets become more competitive, customer satisfaction becomes one of the most critical factors of success for any organization, especially in the service industry, where the opportunity for customer delight can be limited. Customer requirements and their perceptions of quality can differ significantly from organizations' views. Therefore, employing tools to bridge this gap and gaining insights into the voice of customers is imperative for organizations. The Kano model provides a framework for understanding the impact of quality attributes on customer satisfaction. The Kano model has been used in many different industries over the years. Multiple case studies have applied the Kano model to various service industry sectors from healthcare to tourism. owever, the use of the Kano model in education remains limited. This study provides a systematic literature review of the use of the Kano model in education. This study aims to examine the extent to which the Kano model is applied as a quality improvement tool in the education sector and to identify research gaps in the literature for future research.
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