Abstract
The article presents two-dimensional application of Kano method, which, on the one hand – is used for customer satisfaction surveys, on the other – to determine the individual characteristics of the customer and to refer their importance in the process of product quality perception. In the first part of the article Kano method has been presented in theoretical terms, which makes it possible to implement it in any organization irrespective of the sector or industry. The second part is a practical example of using Kano questionnaire by one of travel agencies to improve the quality of its services.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
