Kano Method Research Articles

Local Government Tourism Officer satisfaction with the Smart Destination model: A case study with the Kano method

The aim of this research is to analyse local government tourism officer satisfaction with a smart destination model using the Kano method. A causal model is proposed with four antecedent variables of tourism officer satisfaction with the smart destination model: perceived usefulness, perceived ease of use, trust in and challenges of the model. The smart destination model applied to a smart destination network in the Valencian Community (Spain) is taken as a case study. The results show that trust, ease of use and challenges have a linear relationship with satisfaction, while usefulness has a non-linear relationship. However, structural equation modelling analysis shows that only trust in the model significantly influences local government tourism officer satisfaction with the model.

Combining the Servqual and Kano Models to Find Out How Satisfied Customers are with Swab and PCR Services

Swabs and PCR are ways to track patients infected with COVID-19. One private swab and PCR service provider in Surabaya offers swab and PCR tests with fast results and is open 24 hours a day. This research aims to determine service quality performance, identify the causes of consumer dissatisfaction, and identify service attributes that must be maintained and improved for Swab and PCR services in Surabaya. This research uses an integration of the Servqual and Kano methods. The integration of Servqual and Kano determines the service attributes to be improved. Data was obtained from a questionnaire using the five-dimensional Servqual approach, then calculated to get a gap value and categorized using the Blauth formula. The Servqual gap and the Blauth formula's category values are combined to make action decisions. The results state that swab and PCR service providers still need to improve all factors used in this research. Three attributes fall into the weak and indifferent category, so the decision that needs to be made is to ignore them because they do not affect consumer satisfaction and are not a priority for improvement. The other twenty-one attributes fall into the weak and one-dimensional category, meaning companies must improve these attributes to satisfy consumers. Companies need to make improvements to ensure better service, including increasing the number of medical officers to reduce fatigue and queues and providing training on medical procedures and communication skills for medical officers.

Optimization of Wood Waste through the Design of Multifunctional Clocks Using KANO and QFD Methods to Increase the Economic Revenue of CV. PIRANTI

One of the companies engaged in the teak wood furniture industry and interior design of the room is CV. PIRANTI. The problem found by researchers is the occurrence of the accumulation of waste of wood which becomes fuel for wood oven, causing environmental pollution. As such, to minimize wood- waste accumulation—a scenario in which the accumulation of timber waste in December 2018, January 2019, and February 2019 totaled 177 kg—the author will waste the wood into clocks that have value that can also add economic income for the company. The KANO and QFD methods are used in this study. This research is aimed at: 1) Product design planning using waste wood; 2) Product design planning using the Kano and QFD methods; and 3) Knowing the increase in income of CV. Tools by utilizing waste wood. The result of this research is 1) can process the waste of wood using the method KANO, 2) can know the level of satisfaction and the interests of customers using QFD method, 3) and can know the advantages of wood waste treatment when used Multifunction Wood. In processing QFD data, obtained 2 types of product design. Got a price calculation with a price margin of 25% for the product, where the price ranged from 52 000 rupiah to 65 000 rupiah per product with a profit of 13 000 rupiahs for product A, and product B with prices ranging from 46 000 rupiah to 57 500 rupiah with a profit of 11 500 rupiah per product.

A Proposed Quality Improvement of Delivery Services at PT Pos Indonesia Using Importance-Performance Analysis and Kano Model

PT Pos Indonesia, a courier service company, contends with a notably low market share, as indicated by Top Brand data reflecting market proportions over the past five years in Indonesia. This decline in market share is predominantly attributed to subpar service quality. Hence, there is a pressing need to scrutinize PT Pos Indonesia to enhance its service standards for consumers and discern the service attributes requiring maintenance and prioritized improvement. This study employs the IPA (Importance Performance Analysis) and Kano method, both of which complement each other synergistically. IPA seeks to unearth insights into service factors influencing customer satisfaction and loyalty, while the Kano model categorizes service attributes based on their capacity to meet customer needs effectively. Additionally, the Kano model identifies areas warranting attention or enhancement, which can augment customer satisfaction. The analysis reveals four attributes classified as defenseless strategy points and one attribute deemed a chronic issue through the amalgamation of IPA and Kano model findings, thereby informing decisions to enhance performance.

Kano Based Investigation on Preference of Young People in Selecting Campus Buses’ Additional Features

In order to optimize the public transportation system within a campus and reduce the use of private motor vehicles, buses on a campus in Lampung, Indonesia, need to improve their services by adding attractive features, especially for students. However, the addition of these features needs to be tailored to student preferences to be effective in meeting their needs as bus passengers. This study employs the Kano method to investigate students' tendencies towards eight features to be added to campus buses. From the survey and interview process conducted, it was found that only two features were considered attractive by participants, while the rest were categorized as indifferent. Ranking these features into a priority list will aid in the bus service improvement process by identifying which features are most important to add and which ones are unnecessary.

Implementasi Metode Kano dan Importance Performance Analysis pada Pengembangan Sistem Pelayanan Puskesmas

<p><em>Puskesmas is a community health service. Improving public health services can be achieved through providing excellent and quality health services. In terms of the performance of the puskesmas administrative services, there is no information system for processing patient data, which has an impact on the quality of services in the puskesmas. The aim of this research is to create a web-based knowledge management system that assesses the quality of health services provided by health centers. This will measure the gap between the actual performance of the Puskesmas, patient expectations, and the level of satisfaction experienced by patients. The system will also propose alternative solutions to increase patient satisfaction. in improving the quality of services provided by Community Health Centers. The methods used in the research are Importance and Performance Analysis (IPA) and the Kano method. The reason for choosing the IPA method is because IPA can be used to measure respondents' mastery of research attributes and can also measure the importance of an attribute based on respondents' perceptions. This research uses the Kano technique to categorize the features of a product or service based on their ability to fulfill customer desires effectively. The result of this research is a Knowledge Management System designed for Community Health Center services, which has the potential to reduce knowledge gaps.</em></p>

Quality assessment of graduate services: Kano model application to a Peruvian university

Graduate higher education coverage has expanded worldwide due to globalisation, the demand for more specialised human resources and online education, exacerbated by the COVID-19 pandemic. This article validates an evaluation model of academic service quality in graduate studies that integrates HiEduQual instruments with the Kano method for graduate students at a Peruvian university. A survey was conducted among graduate students (masters programmes and continuing education) at Universidad Continental, obtaining 326 responses. The study found that the attributes that have the greatest impact on student satisfaction include the presence of foreign professors, international activities, continuous improvement of university infrastructure and constant evaluation; the dimension associated with internationalisation plays an essential role in the satisfaction of graduate students, particularly in a globalised context.

Applying Kano’s two-factor theory to prioritize learning analytics dashboard features for learning technology designers

Existing methods for software requirements elicitation, five-point Likert scales and voting methods for requirements prioritization, and usability and user experience evaluation methods do not enable prioritizing the learning analytics dashboard requirements. Inspired by management and product design field, this research applies Kano’s two-factor theory to prioritize the features of learning analytics dashboards (LADs) of adaptive learning platform (ALP) called Rhapsode<sup>TM</sup> learner, based on students’ perceived usefulness to support designers’ decision-making. Comparing usability and user experience methods for evaluating LAD features, this paper contributes with the protocol and a case applying Kano method for evaluating the perceived importance of the dashboards in ALP. The paper applies Kano’s two-factor questionnaire on the 13 LADs features of Rhapsode<sup>TM</sup> learner. Responses from 17 students are collected using a questionnaire, which is used to showcase the strength of the two-factor theory through five tabular and graphical techniques. Through these five tabular and graphical techniques, we demonstrate the application and usefulness of the method as designers and management are often carried away by the possibilities of insights instead of actual usefulness. The results revealed a variation in the categorization of LADs depending on the technique employed. As the complexity of the techniques increases, additional factors that indicate data uncertainty are gradually incorporated, clearly highlighting the growing requirement for data. In the case of RhapsodeTM learner platform, results based on the students responses show that 11 of 13 LADs being excluded due to low significance level in categorization (technique 1) and low response rate.

Increasing Customer Satisfaction Using Integration of Service Quality, Kano and Quality Function Deployment

An initial survey conducted through interviews with several students and parents found dissatisfaction with school services. This is supported by data on customer dissatisfaction complaints, and there was no effort from the school to fix it; no previous research has focused on this. The purpose of this study was to determine the efforts that can be made to improve the quality of service. The population in this study were grade 12 students. The sampling technique used a questionnaire, while the analysis used was the integration of the Servqual, Kano, and Quality Function Deployment (QFD) methods. The results of the study using the Servqual method obtained 25 service attributes with negative results. While the Kano method obtained 22 important category attributes. Based on the results of the integration of Kano’s service quality method into the QFD method, it was found that 3 attributes became priorities for improvement, namely implementing 5S, holding teacher and employee polls, and adding practical tools. The improvement solution for the Brantas Vocational School is implementing 5S management, conducting regular employee performance assessments by holding polls and adding practical equipment in the department.
 Keywords: customer satisfaction, servqual, kano, QFD

Kano Model Categorization Methods: Typology and Systematic Critical Overview for Hospitality and Tourism Academics and Practitioners

The Kano model has been widely applied in multiple disciplines, particularly in product or service development and optimization. Although the original categorization framework remains the most applied, modifications and new approaches have recently been developed. Yet, most of the hospitality and tourism studies continue to use the original Kano method when newer and superior methods are available. The new categorization methods also have flaws, which academics and practitioners should be aware of. The present study uses a systematic literature review approach to provide a comprehensive synthesis and critical analysis of the existing Kano model categorization methods structuring them in groups based on categorization procedures and pointing to the strengths, weaknesses, and fit of each method. The manuscript aims to provide the most current systematic roadmap and “how-to” of the existing methods. It also points to the existing knowledge gaps and directions for future research.

Penerapan Metode Kano, Customer Satisfaction Index dan Quality Function Deployment dalam Menganalisis Kepuasan Mahasiswa Terhadap Penerapan MB-KM

The implementation of the MB-KM program in Higher Education has a variety of obstacles based on points of view. Internship is a form of implementing the MB-KM program which involves students as executors of the program. This study aims to analyze student satisfaction with the implementation of MB-KM using the Kano method, Customer Satisfaction Index (CSI) and Quality Function Deployment (QFD). The Kano method aims to categorize variable attributes, the CSI method to calculate the overall level of satisfaction and the QFD to determine priority attribute improvements. Kano's results show that 5 attributes are in quadrant A, 30 attributes are in quadrant O, 5 attributes are in quadrant I and 13 attributes are in quadrant M. The results of the analysis of the Customer Satisfaction Index are 87.57% meaning students are "very satisfied". The final result of the HOQ attribute that is the priority is attribute .

Enhancing Sugar Sales Through Quality Improvement and Customer Preferences

This study investigates factors influencing the selling price of PT PG Candi Baru's sugar products, utilizing the Importance Performance Analysis (IPA) - Kano method and Quality Function Deployment (QFD). Despite consistent sales growth, the company's selling value needs enhancement. Findings reveal PT PG Candi Baru's superiority in product design, packaging durability, and availability compared to competitors. However, deficiencies in the weight measurement parameter of the 1 kg retail sugar product are noted. Renewing the 1 kilogram retail machine, integrated with a scale with an error rate of less than 0.5, is proposed to address this issue. Additionally, tightening quality control selection related to weight measurement is recommended. This research offers insights for improving PT PG Candi Baru's product competitiveness, contributing to the understanding of customer preferences and suggesting actionable strategies for the company's development. Hightligh: Customer priorities identified: IPA-Kano and QFD methods used. Product superiority: Design, packaging, availability excel. Renewal recommendations: Update machine, improve quality control for weight. Keywords: Sugar products, Selling price, Quality improvement, Industrial engineering, Customer preferences

A hybrid FKANO-CRITIC-CCD model for furniture design and evaluation

People’s demands for a higher quality of life are increasing, and furniture remains an essential part of daily life. In traditional furniture design methods, designers typically rely on their experience, leading to significant disparities between design solutions and user expectations. A comprehensive model is proposed with combination of Fuzzy KANO (FKANO) method, the Criteria Importance through Intercriteria Correlation (CRITIC) method, and the Coupling Coordination Degree (CCD) method for furniture design and evaluation, using desk design as an example. Firstly, FKANO model is applied to classify and filter user requirements, identifying crucial user needs as the basis for subsequent design. Secondly, three desk design proposals that align with user requirements are formulated. Thirdly, the CRITIC method is introduced, using the filtered user requirements to construct an evaluation system and calculate the weights of various indicators. Lastly, the CCD method is applied to select the optimal desk design from five samples, including three designed by this study and two existing on the market. This comprehensive approach contains critical stages such as requirement identification, weight determination, and solution selection, achieving comprehensive research objectives. Besides, sensitivity analysis was conducted to validate the effectiveness of this integrated model, demonstrating its ability to balance different user requirements under different weight settings. The results indicate that the proposed approach enhances the scientific rigor, systematization, and user satisfaction of the furniture design and decision-making process. It offers valuable guidance for furniture manufacturers and designers, allowing furniture products to more effectively align with market demands, thus enhancing their competitiveness.

Requirements as for work on board a ship from the perspective of maritime field students and seafarers

Purpose: The study aims to identify the opportunities for improving the employment offers by identifying differences in the requirements as for work on a ship formulated by maritime university students and seafarers. Design/methodology/approach: To achieve the goal, the Kano method was applied, to determine the relationship between the level of requirements fulfilled to work on a ship and the students' and seafarers' level of satisfaction. Findings: It was found that there are differences in how students and seafarers perceive the same requirements for working on a ship. As the perception of these requirements depends on the seafaring experience, shipowners should differentiate the terms and conditions of employment formulated in job offers to the targeted group of potential employees. Research limitations/implications: The survey was conducted among students of only one Polish maritime university and, moreover, only seafarers of Polish nationality participated. Hence, future research in this area may include the identification of the requirements for work on board set by students and seafarers of other countries, as well as the identification of differences in the requirements for future work at sea set by students at the beginning and at the end of their education. Practical implications: The study results obtained may prove helpful to shipowners in adjusting the job offers to the target group recruited. Such knowledge can help shipowner companies to effectively prevent the crisis related to the shortage of highly skilled seafarers and the subsequent disruption of the supply chain. In addition, it can also provide guidance for maritime universities to design academic programs customized to the expectations of both shipowners and future seafarers. Originality/value: Research dedicated to assessing the impact of meeting shipboard job requirements on seafarers' satisfaction and dissatisfaction has not yet been conducted. In addition, the paper makes an innovative attempt to confront the requirements for work at sea formulated by seafarers with the requirements of students as future shipboard employees. The survey used the Kano method, a management-specific method not previously used in the maritime industry. The addressees of the results of the survey can be maritime universities, shipowners and maritime industry employees. Keywords: Kano method, maritime industry, seafarers' requirements, students' requirements, 2 working on board. Category of the paper: Research paper

Conceptual design vulnerability assessment of the housing light roofs to strong winds

Hurricanes are one of the most significant causes of human and material losses in the Caribbean region. These events have demonstrated their devastating impact on housing and infrastructure. The assessment of the vulnerability of buildings with light roofs, at the initial design stage, is considered to be a fundamental step in the mitigation of these damages and losses. This paper presents the introduction of an indicator-based vulnerability assessment in an effort to mitigate these damages in advance. This indicator facilitates the design team's decision to select the appropriate light roof alternative subject to strong winds at the conceptual stage of the process. The indicators that contribute to the conceptual assessment of vulnerability were identified based on a comprehensive review of the literature and numerical simulations of the risk scenarios using CFD/FEM software’s. The ranking of indicator weights was determined by the Kano method according to experts' opinions. A desktop application has been developed for the assessment of the vulnerability of light roof variants for buildings at the conceptual design stage. The results reported in a case study demonstrate the viability of the desktop application based on the vulnerability indicator to assist decision making in the conceptual design stage.

Assessment of the quality of digital services based on the Kano model

The article explores the possibilities of using the Kano method in assessing the quality of digital services. The processes of digitalization of medical services require not only the study of qualitative parameters, but also the determination of how they satisfy the needs of consumers. For a more complete assessment of the quality of digital medical services, an analysis was carried out on the parameters of the quality of digital services and the level of their significance from the point of view of consumers was determined. The results of the analysis showed that the most important parameters in the evaluation of digital medical services are ergonomic, which are aimed at creating convenience and comfort of the services provided. In this study, a survey of consumers of the medical application Damumed was conducted using the developed questionnaire using the Kano method. The analysis revealed a list of consumer characteristics that reduce and also increase the level of customer satisfaction. Based on the conducted research, it is recommended to improve the medical application Damumed in the following areas: to ensure that information on medical examinations is fully provided, uninterrupted operation on all application options, to ensure the information security of patient data, it is mandatory to have functions for calling and making an appointment with a doctor. The proposed recommendations aim to enhance customer satisfaction and, as a result, improve the quality of digital services.

Analysis Of User Satisfaction On Edmodo And E-Learning In Higher Education Student Using Kano Method

The Edmodo application and E-learning are learning facilities at University Y in Jambi to anticipate face-to-face learning that has the potential to increase the spread of the virus through direct/face-to-face interactions between lecturer and student. The purpose is to present the value from user satisfaction, determine the effect of application quality and provide suggestions regarding the Edmodo application and university Y E-learning to increase user satisfaction. The method used by the author is the Kano method. Kano's method is a method that identifies user needs and expectations through preference classification techniques. The purpose of the Kano method is to classify the attributes of a product or service by looking at the level of satisfaction and fulfillment of customer needs for the product or services offered. The data was taken by distributing questionnaires made with google forms which have been distributed online and got 58 respondents who are users of the Edmodo application and university Y E-learning. The results of calculations between these two e-learning applications are in the Indifferent phase which means these customers are indifferent to the feature, and do not care about the presence of the feature so that it does not make a significant difference in product satisfaction reaction. In the Edmodo application, students were most satisfied in the easy-to-learn application category and most dissatisfied in the satisfactory display category. As for the university Y E-learning, students were most satisfied in the trustworthy privacy category and the least satisfied in the recommended category.

Development of Web-Based Network Automation Applications Using the Kano Method and Paramiko Library to Simplify the Configuration of Multivendor Network Devices at PT. Digital Vision Nusantara

Computer network is never separated with configuration which is the main task which has to be done in order to make it work. As we know, to configure some devices either server, switch, or router has several methods if we understand how we communicate with the system. Configuration on routers and switches is currently still conventionally done, which means that to configure routers or switches one by one. This is very inefficient, because if the routers and switches that you want to configure are carried out in hundreds or many routers, then the time required by a network administrator is very long. Therefore, network automation is needed which is a solution to perform these complex and repetitive tasks. This automation can help network administrators to configure networks with many devices at once and minimize errors that occur when configuring in a short time. Repetitive work such as configuration backups, configuration restores, and others can be automated. In this project create a web-based network administration automation application. For application development using the Kano method to identify application requirements, design, build and implement applications, this application utilizes the main library, namely paramiko as a liaison and network automation from servers to network devices using the SSHv2 protocol and the Django framework as a Web developers. For the tests carried out on the application using the Black-Box Testing method. The results of this project application can be used as network automation in terms of configuration of network devices such as router configuration, switch configuration, backup and restore configuration centrally so that they can be managed better. This research was conducted with the aim of knowing the category of each feature in a network automation application, the results of this study obtained priority ospf dynamic routing configuration features that entered Must be with a satisfaction level of 0.4285 if implemented and a disappointment level of -0.4285 if this feature not stated, while for the ip address configuration feature, and the On-Dimensional Login feature with a satisfaction level of 0.5713 and a disappointment level of -0.5713 if this feature is implemented, unlike the PIM routing feature configuration feature and the Indifferent configuration verification feature, which for this feature is not often used.

LEVEL OF CUSTOMER SATISFACTION USING THE KANO AND ROOT CAUSE ANALYSIS (FISH BONE) METHOD IN INTERNET SERVICE PROVIDER COMPANIES (SP Product Case Study)

The study in this research uses the Kano method and root cause analysis to measure customer satisfaction and find out which attributes are maintained and which attributes are improved. After obtaining the attribute results, they are then implemented in a fishbone diagram to solve the root of the problem, so that a solution to the problem can be found. is at PT Telekomunikasi XYZ. The results of this research showed that customers of SP products were categorized as attractive at 40%, must be 4%, indifferent 28%, one dimensional 28%, according to calculations, the highest value of better (increase) was attribute 2 "SP products are easy to use" is 0.68. Meanwhile, the highest worse (decrease) value was attribute 3 "SP product completeness", with a value of -0.92.

Unveiling consumers’ nonlinear evaluation of service performances in online food delivery: a quantitative Kano analysis

PurposeThe study proposes an evaluation model that allows quantitative characterization of the effects of service quality on consumer’s satisfaction for online food delivery (OFD) services in a nonlinear manner. As such, the authors endeavor to bridge the research-to-practice gaps whereby the effect magnitudes and nonlinear patterns of service quality have been overlooked in the current literature.Design/methodology/approach The quantitative Kano method is adopted. A Kano questionnaire was first developed by synthesizing and operationalizing existing evidence on OFD service qualities. The questionnaire solicited consumers’ evaluations of 21 OFD service attributes, and it was distributed to an online panel in Singapore. With 580 valid responses, the functions that quantitatively depict effects of each attribute on consumer’s satisfaction were subsequently derived.Findings The results reveal that among Singaporean consumers, food quality, reliability of delivery, responsiveness of customer support, ease-of-use of digital interfaces and promotions are pivotal attributes contributing to above-average satisfaction improvement across all performance levels. Meanwhile, delivery riders’ attitudes and real-time tracking functions emerge as substantial contributors to satisfaction at high-performance levels.Practical implications The findings provide crucial insights for OFD practitioners in Singapore in resource prioritization and service optimization. This study demonstrated the importance of streamlining customer support services and focusing on the utilitarian aspects of OFD services. Moreover, these results can be employed in advanced service improvement procedures, providing a roadmap for future OFD service enhancements.Originality/value This study pioneers the development of a quantitative quality evaluation model in the OFD context. With the established quantitative Kano model, the study addresses the omission of effect magnitudes and nonlinear patterns of service quality. It highlights the transition from a binary “does it affect satisfaction” to a more nuanced “how much does it affect satisfaction” approach, offering a robust understanding of consumer’s satisfaction dynamics.