Kano Model Analysis Research Articles

Assessing Customer Satisfaction towards Electric Vehicle in Mysore Using the KANO Model

The study is entrenched in the recognition that the automotive industry is undergoing a significant transformation, with EVs emerging as a vital solution to reduce carbon emissions and foster sustainable transportation. Understanding customer satisfaction in this context is crucial for manufacturers and policymakers to support the broader adoption of EVs. The research problem is centered on the limited understanding of how specific EV features impact customer satisfaction, particularly in emerging markets like Mysore. This gap in knowledge poses a challenge for manufacturers aiming to align their products with customer expectations and for policymakers promoting sustainable transportation. The study addresses this by applying the Kano Model, a framework that categorizes product attributes into different needs—basic, performance, excitement, indifferent, and reverse—based on their impact on customer satisfaction. The research methodology involves a descriptive study based on a survey of 150 respondents from Mysore. The data were collected through primary and secondary sources adopting a convenient sampling method. The analysis for the study is done by simple percentage method. The results shows that the majority of respondents are young, educated, and earn less than Rs. 50,000 per month, indicating that EV adoption is not limited to higher-income individuals. There is a strong preference for two-wheeled EVs, with most respondents having used their EVs for less than a year, reflecting a growing interest in the market. The Kano Model analysis shows varying levels of satisfaction across different EV attributes. For instance, respondents expressed high satisfaction with the reliability, safety features, and battery life of their EVs, but there were concerns about the availability of charging stations and the maintenance costs. The study also identifies performance attributes, such as EV range and cost savings on fuel, as significant factors driving customer satisfaction. Excitement needs, including advanced technology features and the design of EVs, also play a crucial role in enhancing customer satisfaction. However, certain indifferent needs, such as the color options and brand of the EV, were found to have minimal impact on customer satisfaction.

Construction and application of product optimisation design model driven by user requirements

User requirements serve as the primary reference content in product design. The effective capture of crucial user requirements, followed by the development of a product technical solution aligned with these requirements, stands as a pivotal approach to enhancing design efficiency. In order to explore the problem of generating and decision-making of product technical solutions in the case of complex user demands, this study constructs a user requirements driven product optimization design model, which is used to complete the generation and decision-making of product design solutions in a more reasonable way. The model unfolds across three key stages: Firstly, a user requirements importance ranking system is crafted leveraging Kano Model and Pairwise Analysis. Next, employing the Functional Analysis System Techniques (FAST) theory and the Quality Function Deployment (QFD) theory, user requirements undergo transformation into technical solutions. Finally, these technical solutions are amalgamated into diverse technical combinations, with decisions facilitated by a game theory model to yield the optimal overall design solution. The new optimal design model reduces the influence of subjectivity and ambiguity in the process of user requirements analysis, increases the reliability of the transformation of user requirements into technical solutions, and improves the efficiency of the generation and decision-making of product design solutions under multiobjective situations. The model proposed in this study is exemplified through the development of a medicated bath water heater. Results indicate that the technical solution derived from the model surpasses similar products in terms of user satisfaction, thereby validating its feasibility.

Kano 모델을 기반으로 한 커피 브랜드 패키지 디자인 고객 만족도 연구

The research focuses on the customer satisfaction for the packaging design of Luckin Coffee, a leading coffee brand in China. By employing the Kano Model and sensitivity analysis, the study conducts both quantitative and qualitative analysis on 407 valid responses collected from a questionnaire survey, categorizing and sorting the data. The results indicate that the seven attributes—economy, aesthetic shape, pattern and color, portability, cultural elements, customer service phone number, and production date—have sensitivities greater than 70%, classifying them as high-expectation or essential needs that should be prioritized. This study supplies scientific data support for enterprises to implement brand strategies and marketing models, helping brands maintain sustainable development in a competitive business environment.

Demand and satisfaction analysis of short health videos among Chinese urban youth: A mixed-methods study based on the KANO model

Short videos have become a powerful medium in health communication. This study explores the information needs and satisfaction of Chinese urban youth regarding short health videos, guided by the KANO model. The research was conducted in four stages: text mining, online survey, demand analysis, and emotional strategy analysis. During the text mining stage, we used GooSeeker software to extract 26,108 health-tagged short video entries from Douyin and identified 21 unique themes through a collinear network analysis. In the online survey stage, we gathered data on urban youth’s preferences for these themes. Using the KANO model and Better-Worse analysis in the demand analysis stage, we categorized health video demands and gained insights into the preferred content. In the emotional strategy analysis stage, we examined how different emotional strategies like appeals to fear and hope influenced content effectiveness. Findings show that content related to health science, tea drinking, popular news, and food safety significantly enhances satisfaction. Conversely, information on refuting rumors, epidemic prevention, and control, as well as authoritative views, tends to lower satisfaction, possibly due to a trust crisis caused by a mismatch between demand and supply. This study suggests that content creators can boost engagement and satisfaction by focusing on preferred themes. It also highlights the varying impacts of information sources and emotional strategies on the health video preferences of Chinese urban youth. The insights from this research provide a foundation for user-centric content creation and platform development in health communication.

Automated Classification of User Needs for Beginner User Experience Designers: A Kano Model and Text Analysis Approach Using Deep Learning

This study introduces a novel tool for classifying user needs in user experience (UX) design, specifically tailored for beginners, with potential applications in education. The tool employs the Kano model, text analysis, and deep learning to classify user needs efficiently into four categories. The data for the study were collected through interviews and web crawling, yielding 19 user needs from Generation Z users (born between 1995 and 2009) of LEGO toys (Billund, Denmark). These needs were then categorized into must-be, one-dimensional, attractive, and indifferent needs through a Kano-based questionnaire survey. A dataset of over 3000 online comments was created through preprocessing and annotating, which was used to train and evaluate seven deep learning models. The most effective model, the Recurrent Convolutional Neural Network (RCNN), was employed to develop a graphical text classification tool that accurately outputs the corresponding category and probability of user input text according to the Kano model. A usability test compared the tool’s performance to the traditional affinity diagram method. The tool outperformed the affinity diagram method in six dimensions and outperformed three qualities of the User Experience Questionnaire (UEQ), indicating a superior UX. The tool also demonstrated a lower perceived workload, as measured using the NASA Task Load Index (NASA-TLX), and received a positive Net Promoter Score (NPS) of 23 from the participants. These findings underscore the potential of this tool as a valuable educational resource in UX design courses. It offers students a more efficient and engaging and less burdensome learning experience while seamlessly integrating artificial intelligence into UX design education. This study provides UX design beginners with a practical and intuitive tool, facilitating a deeper understanding of user needs and innovative design strategies.

A Big Data-Kano and SNA-CRP Based QFD Model: Application to Product Design Under Chinese New E-commerce Model

Chinese E-commerce market is increasingly saturated, fierce competition has spawned a new E-commerce model: more and more enterprises set up direct-sale stores on online shopping platforms to reduce costs by lessening intermediate links of sales and make products more competitive. However, new model also makes the enterprise face a series of customer needs from production to after-sales. Quality function deployment (QFD) has been proved be an effective method to integrate customer requirements (CRs) into the improvement of engineering characteristics (ECs) of products or services. To effectively identify CRs and determine the development direction of ECs, this article proposes a new QFD method based on the extended Kano model and social network analysis (SNA) method by considering the characteristics of online shopping reviews and the social relationship between the enterprise's departments. CRs are identified through crawler and word frequency analysis, while their Kano categories are generated by sentiment analysis and frequency-inverse document frequency algorithm. The objective weights of CRs are determined by word frequency and dynamically adjusted depending on enterprise's development stages. A SNA based consensus reaching process is devised to determine ECs’ priorities. The practicality of the proposed QFD model is verified by a case study of mobile phone design under the new E-commerce model. A comparative analysis shows the essential characteristics of the model, and the influence of calculation parameters is shown by the sensitivity analysis.

Research on the Interface Design of Smart Tourism APP for the Elderly Based on KANO-QFD

Abstract This paper analyzes the integration process of the Kano model and the QFD model, combines the advantages of the two, and proposes a method of obtaining the importance of user requirements based on the integration method of the QFD and Kano model. Organize older people’s smart tourism needs and use the Kano model analysis method to categorize each demand attribute. Obtain the self-scoring importance degree of the elderly demand, calculate the satisfaction index of the elderly demand, and get the comprehensive ranking of the importance degree centered on the elderly demand according to the SII, DDI, T i, and K values of the demand elements. Clarify the elements of smart tourism APP interface design services, establish the relationship matrix between the needs of older people and the service index, and build the service quality house of smart tourism APP interface design for the elderly. Use the smart tourism APP functional interface planning strategy to present the functional design of the APP interface. It can be found that those with higher importance ratings are mainly basic functional requirements, attraction guides, and personalization center, of which the four importance indexes of U6 personalization center are U61=4.72, U62=4.75, U63=4.16, and U64=4.23. The calculation results of the quality house show that the importance of the service elements of the interface design of the APP for senior citizens’ smart tourism is ranked as APP content professionalism, service attitude, recommendation rationality, and service quality. Degree > service attitude > recommendation rationality > after-sale reliability.

Evaluating the Attributes Affecting Customer Preferences for Fresh Pork Products: An Application of Kano Model and Conjoint Analysis

The case study company manufactures and distributes a range of food products aimed at general consumers and restaurant and hotel businesses. The company needs to develop and improve its fresh pork products to meet the requirements of the customers who are restaurateurs in Chiang Mai province, Thailand, with the plan to increase market share, which is currently low in this segment. This study presents the use of the Kano Model combined with Conjoint Analysis (CA) to study the attributes that affect customer preferences for restaurateurs when making purchase decisions for fresh pork products. The research is in two principal phases. The first phase is an analysis using the Kano Model to determine fresh pork products' attributes and attribute levels. The six attributes obtained are then used further in the second phase, the CA to find the attributes affecting customer preferences in purchasing fresh pork products. In the CA part of this study, data were collected from a total of 100 restaurateurs in Chiang Mai. The results of this research found that the attributes most important to restaurateurs were freshness and cleanliness: very fresh and clean; followed by standards certification labeling: a government guarantee of quality; color of pork: pinkish red; amount of fat: 3%; price: 125 baht/kg and sliced: sliced by machine.

Application of Kano Model in Priority Handling Aspects of the Tourism Offer in Sidomulyo Village, Batu City

Sidomulyo Village is a tourist village with potential in Batu City, East Java. Even though Sidomulyo Village has a natural charm and various attractions, its existence has yet to reach the attention of tourists widely. This is proven by a 32% decrease in tourists from 2018 to 2021. Apart from that, the duration of tourist visits to Sidomulyo Village is relatively short. This research aims to analyze priorities for handling tourism offer aspects so that recommendations for handling Sidomulyo Village can be formulated using Kano model analysis. The research results show that the attraction attributes in Sidomulyo Village are included in the top priority order and are used as the focus for improvement. So, 10 of the 27 research attributes have become a priority for the Sidomulyo Village management to improve aspects of the offer in the tourist village. These attributes will be prioritized for handling through recommendations for handling to enhance the quality of aspects of Sidomulyo Village's offerings. The optimization of the priority, the number of tourist visits to Sidomulylo Village will increase, and it can become a superior flower tourism village in Batu City.

Kano Model Analysis of Digital On-Farm Technologies for Climate Adaptation and Mitigation in Livestock Farming

In the EU, agriculture contributes significantly to greenhouse gas (GHG) emissions. In Germany, over half of the GHG emissions from agriculture can be directly attributed to livestock farming. To combat the progressing climate change, GHG emissions must be significantly reduced. Digital solutions, particularly decision support systems (DSS), are promising tools to assist livestock farmers in achieving the globally agreed GHG reduction goals. However, there is a lack of studies addressing DSS requirements for reducing GHG emissions in livestock on the farm level. Users’ feedback on technologies can support identifying areas for enhancement and refinement. This study identifies, categorizes, and ranks fourteen DSS features aimed at supporting GHG reduction based on their impact on customer satisfaction. A quantitative online questionnaire using the Kano model surveyed livestock farmers’ satisfaction or dissatisfaction levels with these features. Results gathered from 98 responses across German federal states highlighted the significance of data authority and integrability, with their absence causing dissatisfaction. Multi-target optimization emerged as an attractive feature, positively impacting satisfaction. Connectivity and market perspective, however, appeared indifferent. The findings guide DSS developers in prioritizing attributes crucial for customer satisfaction. It also helps to focus on must-have attributes to preserve customer satisfaction and ensure successful GHG reduction implementation.

Innovation as a Tool for Sustainable Development in Small and Medium Size Enterprises in Slovakia

Background: In the current global market, innovations are one of the tools of sustainable development. Therefore, companies must change their attitudes toward innovation strategies in accordance with international and national environmental standards, laws, and market requirements. We often come across, in particular, the evaluation of economic factors of sustainability, which cannot capture the attitudes of companies to the solved issue of the perception of innovation as a tool of sustainable development. Therefore, the Kano model and cluster analysis are used to evaluate the attitudes of Slovak small and medium-sized enterprises towards innovation, and the aim of this paper is to evaluate innovation as a tool of sustainability in enterprises in Slovakia. Methods: This article’s main research method is the Kano model and cluster analysis. Conclusions: The findings of this paper reveal how small and medium-sized enterprises in Slovakia perceive innovation as a tool for sustainable development. Based on the results, we can state the positive attitude of small and medium-sized enterprises towards innovations supporting sustainable development, focusing on frugal innovations characterized by cost reduction, as well as innovation targeting functions, standards, laws, and performance optimization. They perceive these innovations as attractive and their implementation in corporate structures as a basic function for sustainable development through innovation.

An Investigation of Atmospheric Design Attributes in Light Food and Beverage Space Amidst Loneliness Economy Trend

In the loneliness economy era, the atmospheric design of light food and beverage spaces is particularly significant in meeting the multifaceted demands of urban consumers. Thus, we investigated how the atmospheric design of such spaces responds to and fulfills consumers’ multidimensional evaluations, encompassing their psychological, emotional, and social needs. The findings underscored the significant appeal of “emotional healing” and “emotional companionship” to consumers. The factor analysis result delineated two major dimensions, “emotion and space” and “environmental aesthetics”, reflecting that consumers, besides seeking emotional satisfaction, placed a high value on the cultural and aesthetic experience of the space. Through the Kano model and regression analysis, “emotional healing” and “independent space” were confirmed as pivotal factors in the atmospheric design of light food and beverage spaces. To cater to the innermost needs of urban consumers, in the atmospheric design of such spaces, dimensions including psychological, emotional, and environmental aesthetics must be strategically integrated.

Evaluating the service quality of insular and coastal recreational fisheries by integration of the SERVQUAL-fuzzy Kano model and importance-performance analysis

Service quality plays an essential role in the development of recreational fisheries. Analyzing and evaluating service quality provides potential insights into the directions for future advances in recreational fisheries. This study established 16 attributes of five dimensions based on the SERVQUAL (Service Quality) method to measure the service quality of recreational fisheries. From the perspective of tourists, we developed an evaluation system of the recreational fishery service quality of Shengshan Island and Lianjiang County in China, based on the fuzzy Kano model and importance-performance analysis. Research results identified similarities and significant differences in the quality of recreational fishery services in the two regions. On the one hand, in terms of transportation, infrastructure, project prices, and product prices, their service quality performs satisfactorily; on the other hand, the recreational fishery of Shengshan Island exhibited a higher development level than that of Lianjiang. It is noteworthy that Shengshan shows disadvantages in terms of recreational fishery activities and experience programs, which are regarded as the strengths of Lianjiang's recreational fishery. Shengshan demonstrates strengths in accommodation and catering, which are identified as shortcomings of Lianjiang's recreational fishery. Therefore, in order to ensure the sustainable development of recreational fisheries, Shengshan Island and Lianjiang County should strive to maintain their respective strengths and improve their weaknesses. Finally, based on the analysis results and field research findings, countermeasures and suggestions for enhancing the service quality of recreational fisheries in the two regions are proposed, serving as a reference for recreational fisheries encountering similar issues.

Implementation of Decision-Making Algorithms and Key Requirement Approach for Vendor Selection in Telecommunication Device Bidding

The influence of perceived quality is a classic problem in a vendor selection process. To overcome this problem, many algorithms have been used in decision making. In this paper we have carried out the identification of planning team needs and the optimization of the bidding scheme using key requirements to minimize the influence of quality perceptions. The Kano Model Analysis method, the Analytical Hierarchy Process and Technique for Order Preference by Similarity to the Ideal Solution are used to analyze and determine the key requirements in the bidding process for telecommunications equipment needed by the planning team. Vendor selection based on key of requirements specifications is carried out in six stages, namely the preparation stage, requirements search, selection of Key of Requirements specifications, vendor selection, accuracy testing and conclusions. The results of the analysis show that the need for new planning and architecture of telecommunication service providers can increase to NFVi and services. An important criterion for NVFi (Hardware) development is Virtual Infrastructure Management (VIM) with a weight of 22%, while the service criteria are Fixed Services with a weight of 50.94%. Based on the analysis results, the preference value of each telecommunication equipment vendor (supplier) is also obtained.

Leading the transformation: agile success factors in an Irish manufacturing company

Purpose – This study aims to assess the challenges and critical success factors for agile transformation in an Irish manufacturing organisation. Design/methodology – Mixed-methods approaches were used to collect data for this study. A quantitative survey utilising the novel Kano model and qualitative analysis using semi-structured interviews with middle and senior managers were employed as part of a case study. Findings – Critical success factors are identified, analysed and prioritised based on the opinions of members of the organisation studied. The conclusions of this study show that factors such as people, culture, and leadership are critical to agile transformation. The most important components, in particular, are team empowerment, team flexibility, competency development, and creating and communicating a vision. Research limitations/implications – This research focuses on a single-site case study capturing context-specific data from an organisation that recently embarked on an agile transformation. Originality/value – This study bridges the gap between academia and practice by providing valuable insights to guide leaders in their journey to agile transformation. The findings provide new knowledge to leaders and academics concerning the most critical factors for a successful transformation.

Identifying and prioritizing the critical quality attributes for business-to-business cross-border electronic commerce platforms

Business-to-business (B2B) cross-border e-commerce (EC) platforms play a critical role in reducing the psychological barriers to cross-border demand. For example, they simplify the search for and comparison of products and suppliers across countries. However, little research on the quality attributes of B2B cross-border EC platforms has been conducted. To alleviate this research gap, this study aimed to identify and prioritize the quality attributes of B2B cross-border EC platforms. Two research methods were applied: First, the modified Delphi technique was used to identify the critical quality attributes from journal articles with the approval of industrial practitioners. In addition, based on the theory of attractive quality, we conducted focus group interviews with industrial practitioners to prioritize the quality attributes of B2B cross-border EC platforms. The results of a Kano model analysis revealed 7 must-be, 15 one-dimensional, 14 attractive, and one indifference quality attributes of B2B cross-border EC platforms among the identified 37. This study provides practical insights for designers and sellers of B2B cross-border EC platforms.

Kano Model Analysis for Measuring Visitor's Perception Towards Facility and Services in Teluk Penyu Tourism Area

The current phenomenon is that many areas have the potential as tourist destinations but are not managed and equipped with proper facilities as tourist areas. Teluk Penyu is one of the tourism destinations that have the potential to develop. Therefore, improvements to the management of the Teluk Penyu need to be made to increase the interest of visiting tourists. This study uses the Kano Model, which focuses on the facilities and presents the Tourist Attraction Variable (A4), including accessibility, amenities, attractions, and ancillary. The results of this study indicate that the satisfaction attributes of A4 can be grouped into Kano's satisfaction category, namely one attribute in the must-be category, eight in one-dimensional, seven in attractive, and four in indifferent. Therefore, the priority for improvement starts from the must-be, one-dimensional, and attractive categories.

Treatment satisfaction and limitations in haemophilia A, with a focus on factor VIII product storage conditions: patients’ perspectives and challenges

IntroductionProphylaxis with factor VIII (FVIII) concentrates is the mainstay of treatment for haemophilia A; however, patients’ perceptions of treatment can negatively affect compliance and treatment outcomes.AimThe aim of this study was to explore treatment limitations and satisfaction in haemophilia A from the patient’s perspective, with a focus on product storage characteristics.MethodsPatients with haemophilia A in Slovenia completed a survey focussing on treatment satisfaction and understanding of FVIII product storage conditions. Patient satisfaction with product storage was analysed using the Kano model.ResultsThere were 63 survey respondents in total (note: not all patients answered all questions). Most patients were aged > 18 years (93.6%), had severe haemophilia A (68.3%) and were on FVIII prophylaxis (73.8%). The mean (median) number of bleeds in the previous 12 months was 4.9 (3.0). Missed, forgotten or delayed doses were reported by 46.4% of all patients and by 53.3% of patients on prophylaxis. Most patients believed FVIII products should be stored at ≤ 25 °C (90.7%) or only in a refrigerator (53.7%). Additionally, 76.4% of patients reported limitations in daily activities (especially travel) due to product storage requirements. Survey results and Kano model analysis indicated that treatment satisfaction may be improved by a product that can be stored at > 25 °C.ConclusionThis survey highlights patient perspectives regarding treatment satisfaction and limitations in haemophilia A, with a focus on product storage conditions. Perceived product storage requirements limit the daily activities of many patients (especially travel). Ongoing patient education is necessary to improve treatment satisfaction, compliance, treatment outcomes and overall health.

Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

Kano and QFD analyses for autonomous electric car: Design for enhancing customer contentment

With the development of new technologies, the services in the automobile sector are rapidly changing. In the ancient times, the manually-driven wheel laid the foundation of transport; while now the world is heading towards self-driving vehicles. These vehicles provide contentment to the customer behaviour through the means of their features like voice-bot and intelligent interface. Moreover, with the introduction of micro-computers, large databases for maintaining such autonomous vehicles can be handled easily. This paper presents a collective study of Kano model analysis and quality function deployment (QFD) in a detailed manner. Different attributes were provided to the potential customers regarding an autonomous electric car in a survey form. The consumers were asked to express their feelings regarding the product if a particular feature is provided and not provided in the product for conducting Kano analysis. Furthermore, QFD was implemented to determine the priority for making improvements in the product profile design. The attributes were mapped to technical metrics/parameters and ranked based on the target customers’ priorities. The output is displayed in a typical house of quality which also consisted of a benchmarking on market competitors. Overall, the paper provides a scientific and engineered framework regarding the attributes which may help the manufacturing organizations re-evaluate their services and come up with efficient and new technological features in the automobile domain.