Kano Method Research Articles

Improving the Quality of Life of Patients With Severe Dysphagia by Surgically Closing the Larynx.

The aim of this study was to elucidate the utility of the Kano method with surgical closure of the larynx by cricoid cartilage removal in improving quality of life in patients with severe dysphagia and their caregivers. Nine patients with severe dysphagia who underwent the Kano method were evaluated for oral intake and activities of daily living using the functional oral intake scale and the Barthel index, respectively, as indices of quality of life. Additionally, nutritional status, inflammation, and postoperative complications were assessed. Furthermore, 7 family caregivers were queried regarding frequency of sputum suction, mood of family caregivers, and postoperative satisfaction. Functional oral intake scale and Barthel index scores as well as inflammation improved significantly after surgery ( P < .05). There were no severe complications or other complications requiring surgical intervention. The frequency of sputum suction was reduced postoperatively ( P < .05). The mood of family caregivers was significantly improved and satisfaction level was high postoperatively. Surgical closure of the larynx is an appropriate choice for patients with irreversible severe dysphagia and impaired articulation or vocal function because quality of life is improved for both patients and family caregivers and the satisfaction of family caregivers is sufficient.

Peningkatan Kualitas Produk Cokelat Dengan Integrasi Metode Kano Dan QFD

The company strives to produce quality products or services. Therefore, companies seek satisfaction or consumer needs so that consumers are satisfied. This study uses the Kano method and QFD. Kano aims to find out the attributes of chocolate products according to consumer desires. Furthermore, QFD gives priority to priority development. The research objective is to find out the product attributes that consumers want and provide information in an effort to improve quality. The results showed that there were 23 attributes which were consumers and 11 who were responsible for making new design designs, checking the composition and quality of raw materials, choosing fonts that were easy to read by consumers, adding filling nuts and eating in promotions via Instagram.

Application of Kano questionnaire to assess the level of teaching staff’s quality from the student's point of view

Aim: The aim of the paper is to present the possibility of using Kano method by a student to assess teaching staff's quality level. Design / Research methods: The research method encompassed the analysis of the subject-specific literature and the authors’ own research employing Kano questionnaire. The survey was carried out in November 2016. The lecturer characteristics from the student's point of view have been diagnosed, including their prioritization, which allowed for determining the teaching staff's quality level and student satisfaction with lecturers. The qualities requiring further development were indicated. Conclusions / findings: The study shows that university authorities should primarily provide lecturers with good theoretical knowledge and capable of defining clearly the student's obligations. Originality / value of the article: The authors recommend that higher education institutions use Kano questionnaire instead of traditional surveys for evaluation of teaching staff by students. Implications of the research: Kano questionnaire can be applied in a variety of branches and can relate to various products and services, with the aim to point to their qualitative characteristics which should be developed in particular and those which are immaterial to the customer. Limitations of the research (if applicable): The selection of elements for the sample was of a non-random character. Because of the subject matter dealt with by the authors in this paper, as well as due to limitations of space, only some of the results obtained were presented – the evaluation of lecturers. The survey also included other categories which – in the students’ opinions – are decisive regarding the quality of educational service, such as: organization of study courses, seminar timetable, facilitations, and infrastructure. Key words: Kano method, quality, student, satisfaction, lecturer JEL: L8, L83, L15

Applying the Kano method to higher education choice

The paper explores whether the Kano method (used in product development and quality circles in business and industry) could be applied to an institution of higher learning to classify various attributes relating to the institution as perceived by students. The Kano classification of institutional attributes could provide additional insight into the nature of attributes believed to be important to students; some may provide delight, some may be expected and others may be basic requirements. This has implications for student satisfaction, and affects recruitment and retention of students. The present case study clearly demonstrates that the Kano Method can be applied to higher education settings. Several attributes are identified in this study (at a mid-sized, Midwestern university) as being 'attractive' or 'one-dimensional' or 'must-be' in Kano terms. This exploratory study provides a roadmap for conducting similar Kano studies at other institutions of higher learning. The paper also suggests how different types of Kano attributes may be used by linking them to a decision-making framework.

The Qualitative Measurement towards Emotional Feeling of Design for Product Development

To compete in today’s ever-growing technology market, a product needs to be well presentable to the customers. It is a challenge to design a product that is able to attract customer’s attention and to build their loyalty towards the product. A product needs to be designed with focus to give the maximum level of satisfaction to the end user which is the customer. That is the focus of this paper, to achieve customer’s satisfaction, by studying feelings and emotional value related to product designs using Kansei Engineering (KE) and to test how important that product element (level of satisfaction) by using Kano Method (KM). KE is a method of translating human emotions and feelings into product development. The method studies the human interaction and responses when a customer sees a product, then translates it into a new improved design. However, KE cannot stand on its own. It did not specify in which extends the feeling or emotions is important in a product. After we had the design appearance parameters from KE and existing design evaluation, it need to be classified which is more important than the other is. That is why Kano Method (KM) will also be used. Since this scope of study towards an emotional feeling of design (existing part/appearance) in Kano categories not in deep function of technical requirement, so KM will help to classify parts of product into categories, which part will give fully satisfaction while using it. It studies the more important attributes considered by the customers for improvement. The objective is to find out the design priority guide that can be used to maximize customer’s satisfaction. Therefore, in order to apply the qualitative measurement idea into the real situation, the headphone product is chosen (popular among students) as the product (the appearance of part, feeling when use it) domain for this study. As the results progressed, it was found out that the headband part of headphone is the most important part of the product. It needs to be durable and comfortably designed to give full satisfaction while using (Kano-functional). The research and development (R&D), and designing process of a product can be improved greatly to increase the customer’s satisfaction by capturing their emotional feeling in physiological design.

Studi Preferensi Konsumen Terhadap Produk Sepatu Gunung

Research on consumer preferences on mountain shoe products is crucial. Mountain shoes are an important tool in mountain climbing activities that are at risk. Errors in the design of a mountain shoe cause inconvenience to consumers. This article discusses the factors that affect consumer satisfaction of mountain shoe products, so get the appropriate product design. Data processing is done by Kano method that shows response from respondent tend to spread. Another finding is that the number of values between categories in some attributes has an insignificant difference. Determination of Kano category is done by using Kano's satisfaction coefficient graph. The results show that the dominating category is must-be, ie 9 attributes need to be a priority because it is a basic need that must be met.

PENGEMBANGAN PRODUK “BERAS ANALOG” UNTUK MENINGKATKAN PENERIMAAN PASAR

The “analog rice” (artificial rice) is a new product that has difficulties to enter the Indonesian market. The aim of this research was to analyze the development of the analog rice to enter the market. The steps were divided into three stages, i.e. to analyze the attributes considered in purchasing rice grain, to analyze the level of satisfaction and dissatisfaction of the analog rice attributes, and to analyze the development priority of the analog rice attributes. The data were collected by interview and survey questionnaire. The data were processed using descriptive analysis, quantitative analysis, category frequency distribution, Kano method, and analysis of quality improvement index. This research resulted in that there were 17 attributes to be considered by respondents in purchasing rice grain. Fragrance was the analog rice attribute that had highest satisfaction effect, cleanliness was the analog rice attribute that had highest dissatisfaction effect, and the large size of grain was the analog rice attribute that had lowest satisfaction and also lowest dissatisfaction. The development priority of the analog rice attributes included good taste, economical price, fragrance, sticky texture, and product consistency after cooking. Keywords: artificial rice, food diversification, Kano method, product development

SISTEM PAKAR DIAGNOSA PENYAKIT ALERGI PADA ANAK BERBASIS WEB DENGAN METODE FORWARD CHAINING DI KOTA BATAM

The need for information systems is a very important requirement for running business processes. As the development of technology is very necessary when an information technology really supports the information systems required form. Kano method can be used to determine the need for patient information systems. With the process of the Kano method used is based on the need for information systems. because the method aims to mengatagorikan canoe will need attribute information systems. ignorance of the service attributes can cause a negative for the company services. It therefore requires an information system that can meet the needs of patient information so users of patient information is needed to support the company's performance

PENERAPAN METODE KANO DALAM ANALISIS TINGKAT KEPUASAN MAHASISWA TERHADAP PENEREPAN SISTEM INFORMASI AKADEMIK BERBASIS WEB

Academic information system is designed for data processing purposes academic. With the advanced information technology academic process can be managed into useful information in the Management college and decision making for top management in the college environment. Academic information system can be presented in the form of a website. Which contains features related to academic purposes. To see the effectiveness of the use of the website needs to be held evaluation. Evaluation can be done by measuring the level of user satisfaction to the features presented. The level of satisfaction can be measured with Kano method. Kano method is a method that aims to categorize the attributes of the products or services based on how well the product or service is able to satisfy its customers. This research is motivated by the use of web-based academic information system at the FKIP of University Muhammadiyah West Sumatra that does not satisfy the user. This study aimed to a) know how to Kano method in the application of the method to measure the level of student satisfaction, b) to determine student satisfaction toward web-based information systems academic using Kano, c) evaluating the lack of information systems in accordance with the needs of students, d) provide recommendations on UMSB management if there is dissatisfaction of students to academic web-based information systems. The results showed the level of satisfaction of students on the use of web-based information system as follows. First, there are two features in the website are in use is very satisfying for students. Secondly, six feature generates satisfied at the level of the student as user. Third, two features used students generate sufficient levels of satisfaction. Fourth, the features are less satisfied at the level of usage by students

Do policy measures in fact promote electric mobility? A study across 20 countries

In a 2015 study, policy measures to promote electric mobility were examined with regard to their acceptance by consumers in 20 countries on five continents. Results of a choice-based conjoint Analysis showed that people appreciate monetary incentives; however, the application of the Kano method to detect dissatisfaction with missing features revealed that charging networks are absolute must-haves. In the same 20 countries, the present article examines the actual effects of three kinds of policy measures: monetary incentives, traffic regulations in favour of electric vehicles (EVs), and Investments in charging infrastructure. The outcome variable was the percentage of new registered EVs in 2016. All policy measures had positive direct effects; however, the number of existing charging stations as a moderator increased the effect of monetary measures over proportionately. The widespread uptake of EVs has been challenged by the problem that people do not accept EVs as long as the number of charging stations is insufficient, and the low number of EVs has not stimulated sufficient demand for charging stations yet. The results demonstrate how this ‘chicken or the egg’ Dilemma will be resolved over time as soon as a sufficient number of charging stations are available. Because the effects of monetary measures and charging stations reinforce each other and the number of charging stations is accumulative, governments will be able to offer fewer and fewer monetary incentives to produce the same promoting effects.

Evaluasi Kualitas Layanan Nasabah dengan Metode Kano, Analisis Kuadran dan Triz Studi Kasus: Bank Nagari Cabang Pembantu Universitas Bung Hatta Padang

The banking industry is one of the pulse of Indonesian economic system. Bank Nagari is an industry aims to support the community’s economic development in West Sumatra. These objectives can be realized if Bank Nagari is able to face the existing challenges and problems. However, based on the preliminary studies, it was found a weakness in the bank services, such as the irreverent attitude of the tellers to the customers and long queues at certain times. Therefore, there is a need for a solution and quick actions so that Bank Nagari can improve customer satisfaction and provide excellent service to the communities. This study was conducted at Bank Nagari branch Bung Hatta University, Padang. Data is collected using questionnaire. The questionnaires were distributed to 97 respondents consisted of 24 variables and analyzed using the Kano method, quadrant analysis, and Theory of Inventive Problem Solving (TRIZ). The study proposed improvements to Bank Nagari branch Bung Hatta University, Padang. It is proposed to install a bulletin board or poster containing bank service procedures and information about bank services, to provide training to the bank employees, to focus on the frequent bank service problems and the evolution of the bank service system from traditional services to phone banking or internet banking.

Attempt to assess tourist products in rural areas based on the Kano method as basis of customer experience

Rural tourism, which is at the same time a kind of broadly understood sustainable tourism, is a concept, although widely used, difficult to define. Many researchers such as M. Jansen-Verbeke distinguish between rural tourism, agritourism and farm tourism (Jansen-Verbeken, 1990). Ecotourism is also often found in many forms with considerable ecological relevance such as tourism to national parks, to areas of high ecological sensitivity, agrotourism to organic farms, wildlife tourism/safari with educational goals, visiting touristic destinations, where sustainable living and use of ecosystem services is presented, etc. Rural tourism in our interpretation embraces all of the aforementioned is a very important part of active participation in the life of a farm, in the socio-cultural life of the village and is inherent in its connection to the natural environment. It is ecologically-oriented farming and the protection of natural and socio-cultural environments that are the foundation of ecotourism. The only significant differences that can be identified are some forms of rural tourism that do not fall into the category of ecotourism, such as alienated tourism, as well as a partial focus of ecotourism, out of cities areas but not in rural areas. In the countryside there is also a particular category of tourist stream called "bleisure" – the mixture of business and leisure, a new trend in business tourism linking work and recreation.

카노모델에서 품질요소 분류를 위한 퍼지기법 연구

품질에 대한 정의는 계속 진화하고 있다. 최근 들어서는 고객관점의 품질을 중시하며 고객의 잠재적 요구를 얼마나 잘 충족시키고 있는가에 대한 관심이 커지고 있다. 카노가 제안한 2차원적 품질의 개념은 고객만족에 중요한 품질속성을 발견하는 데 유용한 프레임워크를 제공하며 제품 및 서비스 개발을 위해 널리 적용되고 있다. 카노모델은 제품 및 서비스 품질요소를 매력적, 일원적, 필수적, 무관심, 그리고 역 품질요소로 구분한다. 그 중 매력적 요소를 발견하는 것은 고객만족의 효과적인 달성에 중요하다. 하지만 카노가 제시한 분류방법은 고객의 애매하고 복잡한 생각을 다루는 데 한계가 있다. 고객응답에는 그 자체로 불확실성과 불완전성이 포함되기 때문이다. 이를 극복하기 위해 본 논문은 퍼지기법을 이용한 품질요소 분류절차를 제시한다. 수치실험 결과, 제안된 방법은 고객의 다양한 반응을 수용하는 데 효과적이며 잠재적 요구를 식별하는 데에도 유용한 것으로 나타났다. The definition of quality continues to evolve. In recent years, there has been growing interest in how to satisfy customers' potential needs with an emphasis on customer-oriented quality. Two-dimensional quality proposed by Kano provides a useful framework for discovering quality attributes critical to customer satisfaction and it is widely employed for product and service development. In Kano model, quality attributes are classified into attractive, one-dimensional, must-be, indifferent, and reverse ones. Finding attractive elements among them is important for achieving customer satisfaction effectively. However, Kano's classification method has limitations in dealing with customers' ambiguous and complex ideas. The customer response itself includes uncertainty and incompleteness. To overcome this problem, fuzzy methods are incorporated with Kano's classification in this paper. According to numerical comparisons, it is shown that the fuzzy Kano method is useful for accommodating various response of customer and is helpful to identify potential needs.

The Quantification of Two Grading Elements in Satisfaction based on ServQual Approach by Using IPA and Kano Method: Automotive Industry

This study highlights the integration of the ServQual model, Importance Performance Analysis (IPA), and the Kano method. Service Quality or ServQual is an approach to manage business processes to ensure full satisfaction of the customers and quality of service provided in preceding customer satisfaction. The 5 elements of ServQual are used to develop the survey questionnaire. At the same time, the IPA model is needed to measure service quality, not only the performance of an item but also the importance of the determining factor in satisfaction to the respondent. The Kano method is employed to identify the quality attributes of products or services based on the functional and dysfunctional attributes. In order to know what the customer perceptions and satisfaction levels of the services are, this study involved respondents from the service center of the automotive industry. Through the survey questionnaires and data analysis, the results showed that in Kano, facilities of the service center while in IPA, the security level of service center itself are the major elements that need to be considered. Both of these elements are the improvement needed by the company to look into details to increase and grab more attention towards customer satisfaction.

THE DESIGN OF PRODUCTS/SERVICES WHICH TAKE CUSTOMER'S PREFERENCES INTO ACCOUNT WITH THE USE OF KANO METHOD

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.

Analisis Kualitas Layanan Perpustakaan Kampus B Universitas Airlangga Melalui Integrasi Importance Performance Analysis (IPA), Dan Model Kano Serta Usulan Perbaikannya Menggunakan Cause And Effect Diagram

The aims of this study to identify the attributes of existing service quality on B Campus Library of Airlangga University as well as determine the level of priority level of each need by integrating models and Kano methods, Importance Performance Analysis, furthermore, it also identyifying the root causes of the three attributes of service quality on B Campus Library of Airlangga University were entered into the forth kuadrant by using Cause and Effect Diagram, and give recommendation for improvement based on problems identification by Cause and Effect Diagram. The approach used in this research is a qualitative approach with the kind of descriptive research. Data used are primary and secondary data. Analysisi data used descriptive analysis with the help of IBM SPSS Statistics 20 and Microsoft Office Excel.This research used 23 atributes of service quality. The result of the classification of data qith kano’s mode; stated that 22 atributes of service quality. The results of the classification of data with Kano's model stated that 22 atributes are included into attractive category. Because none of attributes were included into the indifferent category, all of the attributes can be used in the integration of Kano's model and IPA methods. From the integration, comes three attributes of service quality that included into concentrate here area; the availbility of fast connection wifi and internet facilities, friendly, polite, orderly, and neat in officer services, and the availability of clean toilet facilities.The root of the problem cause the lack of quality in three attributes identified by Cause and Effect Diagram based on interviews with the B Campus Library of Airlangga University and also based on the author's observation results. Based on the identification of the three atributes with the quality of service, proposed recommendation to fix problem on each attributes. The recommendation includes several root of the problem, such as man, methods, equipment, and environment

Mining customer requirements from online reviews: A product improvement perspective

Big data commerce has become an e-commerce trend. Learning how to extract valuable and real time insights from big data to drive smarter and more profitable business decisions is a main task of big data commerce. Using online reviews as an example, manufacturers have come to value how to select helpful online reviews and what can be learned from online reviews for new product development. In this research, we first proposed an automatic filtering model to predict the helpfulness of online reviews from the perspective of the product designer. The KANO method, which is based on the classical conjoint analysis model, is then innovatively applied to analyze online reviews to develop appropriate product improvement strategies. Moreover, an empirical case study using the new method is conducted with the data we acquired from JD.com, one of the largest electronic marketplaces in China. The case study indicates the effectiveness and robustness of the proposed approach. Our research suggests that the combination of big data and classical management models can bring success for big data commerce.

Pilot Study of Kano “Attractive Quality” Techniques to Identify Change in Emergency Department Patient Experience

We describe the use of the Kano Attractive Quality analytic tool to improve an identified patient experience gap in perceived compassion by emergency department (ED) providers. In phase 1, point-of-service surveying assessed baseline patient perception of ED provider compassion. Phase 2 deployed Kano surveys to predict the effect of 4 proposed interventions on patient perception. Finally, phase 3 compared patients receiving standard care versus the Kano-identified intervention to assess the actual effect on patient experience. In phase 1, 193 of 200 surveys (97%) were completed, showing a baseline median score of 4 out of 5 (interquartile range [IQR] 3 to 5), with top box percentage of 33% for patients' perception of receiving compassionate care. In phase 2, 158 of 180 surveys (88%) using Kano-formatted questions were completed, and the data predicted that increasing shared decisionmaking would cause the greatest improvement in the patient experience. Finally, in phase 3, 45 of 49 surveys (92%) were returned and demonstrated a significant improvement in perceived concern and sensitivity, 5 (IQR 5 to 5) versus 4 (IQR 3 to 5) with a difference of 1 (95% CI 0.1-1.9) and a top box rating of 79% versus 35% with a difference of 44% (95% CI 12-66) by patients who received dedicated shared decisionmaking interventions versus those receiving standard of care. Kano analysis is likely predictive of change in patient experience. Kano methods may prove as useful in changing management of the health care industry as it has been in other industries.

The Satisfaction Preferences Measurement of Profile Design

The purpose of this study is to identify the quality of the product and the key product features based on customer satisfaction through the Kansei Engineering (KE) and Kano Model (KM). There were 509 respondents involved in this survey to answer the questionnaires developed that contains of 8 shampoo bottles design, 6 words representing emotional quality based on Kansei Words (such as Dull~Attractive; Difficult to Use ~ Easy to Use; Common ~ Unique; Stiff ~ Elegant; Complicated ~ Simple; Awkward ~ Comfortable), and 6 questions towards functional and dysfunctional attributes of quality based Kano method. Mostly of survey respondents feels that the proposed of shampoo bottle designs as 'Indifferent' (I) quality attributes. Also, the results showed that of the “K2” (in-out mechanism toward liquid inside the shampoo bottle) using 'flip top' cap is mostly having siginificant correlation with the design in the eyes of customers based on 'Stiff ~ Elegant' (SE), 'Difficult ~ Easy' to use (DE) and 'Dull ~ Attractive' (DA). This study found and showed the design of products can be interpreted using Kansei Words towards what the articulation of the design profile that represented the customers' emotional design.

Policy measures to promote electric mobility – A global perspective

Research that addresses policy measures to increase the adoption of electric vehicles (EVs) has discussed government regulations such as California’s Zero Emission Vehicle (ZEV) or penalties on petroleum-based fuels. Relatively few articles have addressed policy measures designed to increase the adoption of EVs by incentives to influence car buyers’ voluntary behavior. This article examines the effects of such policy measures. Two of these attributes are monetary measures, two others are traffic regulations, and the other three are related to investments in charging infrastructure. Consumer preferences were assessed using a choice-based conjoint analysis on an individual basis by applying the hierarchical Bayes method. In addition, the Kano method was used to elicit consumer satisfaction. This not only enabled the identification of preferences but also why preferences were based on either features that were “must-haves” or on attributes that were not expected but were highly attractive and, thus, led to high satisfaction. The results of surveys conducted in 20 countries in 5 continents showed that the installation of a charging network on freeways is an absolute necessity. This was completely independent from the average mileage driven per day. High cash grants were appreciated as attractive; however, combinations of lower grants with charging facilities resulted in similar preference shares in market simulations for each country. The results may serve as initial guidance for policymakers and practitioners in improving their incentive programs for electric mobility.