Using Kano's model to incorporate Six Sigma analysis in customer satisfaction measurement

Abstract

The Six Sigma approach is a statistical concept that analyses a process in terms of defects and has been well recognised as an important tool for continuous improvement. Since sigma level can be used as a measure of the number of dissatisfied customers (defects), it can be assumed that there is a direct relationship between satisfaction ratings and sigma levels. However, higher sigma levels for certain attributes do not necessarily translate to correspondingly higher customer satisfaction scores, while some attributes with higher satisfaction scores may not have a very high sigma level. The main goal of this paper is to incorporate the concept of Six Sigma analysis in customer satisfaction measurement by introducing the principles of Kano's customer satisfaction model in order to derive important information for the selection of strategic actions. The proposed approach has been implemented for the evaluation of customer satisfaction from Greek mobile service providers.