Kano Model Research Articles

Evaluation of Community Commercial Space Design Experience and Optimization Strategy Based on KANO Model

This paper takes a community commercial space as the research object, analyzes the demand preferences of community consumers and adopts the KANO model as the analysis framework to obtain the satisfaction and importance indexes of different demands of community residents. According to the content and characteristics of varying levels of the request, we propose ideas and suggestions for the optimization of community commercial spaces. The study found that consumers pay more attention to the need for service facilities category. The diversity of business types and the comfort of space are important factors affecting satisfaction with community commercial spaces. Finally, two optimization proposals are made for the space environment, such as optimizing the physical environment of retail spaces and improving support facilities. Two optimization proposals are made for space services, such as the product of “warm” community services and the product of diversified and intelligent business formats. Ultimately, this provides a reference for improving the quality of residents’ consumption experience and perfecting the optimal design of community commercial spaces.

Analysis of Customer Satisfaction in Tourism Services Based on the Kano Model

Understanding customer needs is of great significance to enhance service quality and competitive advantage. However, for the tourism industry, it is still unclear how to mine service improvement strategies from tourist-generated online reviews. This paper aims to develop a data-driven approach to conduct a fine-grained dimension analysis of customer satisfaction with tourism services. First, this paper uses Latent Dirichlet Allocation to explore the key dimensions of tourist satisfaction from online reviews. Next, based on the Chinese sentiment dictionary, tourists’ emotional attitudes towards each service dimension can be identified. Then, the backpropagation neural network is used to measure the complex relationship between tourists’ sentiment orientations towards different dimensions and their satisfaction. Finally, according to the improved Kano model, multi-dimensional attribute classification is realized to support the strategic analysis of tourism service quality improvement. The proposed method is empirically verified through a real tourism review dataset. The results exhibit the theoretical and practical implications of our method.

DO THEY HAVE REALLY NO OPINION? – THE EVALUATION OF STUDENT PARTNERSHIP USING KANO-MODE

To improve the quality of higher education, it is essential to understand students’ expectations. In this research, we will analyse the specific requirements for the elements of the student partnership using the Kano model. Our questionnaire (N=320) was filled in by students of the Faculty of Economics at the University of Debrecen. Using cluster analysis we distinguished 3 groups of students, with different expectations. The most important features of the education are clear rules and requirements, fair assessment and mutual respect as the lack of these cause dissatisfaction in those 2 clusters that cover 91% of the students. For one cluster, covers 43% of students, helpful lecturer also have the same effect. This latter cluster consists of mostly elder and part-time students, who are enthusiastic and evaluate, if they are treated as colleagues, or involve in common research, problem solving, have bidirectional communication with lecturers and can give feedback on education. However one-fifth of the students doesn’t like to participate in lectures, and 15% hate groupwork. Finally we found that there is a cluster of students, which give 9% of sample, who are totally uninterested, as they have no needs, only want to get a certificate.

Evaluation of the Public Space Satisfaction in Urban Waterfront Using AHP Method and KANO Model - Focused on the APEC Naru Park in Busan -

Evaluation of the Public Space Satisfaction in Urban Waterfront Using AHP Method and KANO Model - Focused on the APEC Naru Park in Busan -

Telecommunication service quality analysis using integration of SIPA and modified Kano

This article investigates the integrated approach of the Simultaneous Impor­tance-Performance Analysis (SIPA) model and the modified Kano model to evaluate and prioritize service attributes for telecommunication companies in Indonesia. The study is based on the demographic profiles and usage patterns of 74 respondents. The results demonstrate that the SIPA and Kano models can provide valuable insights for identifying priority areas and effective strategies for improving service quality. Specifically, the SIPA model helps to compare competitor performance and identify important service attributes. In contrast, the modified Kano model facilitates a dynamic cycle of service attribute evaluation to inform managerial strate­gies. This article contributes by highlighting the potential of the proposed ap­proach to offer valuable insights to telecommunication companies seeking to enhance their service offerings and remain competitive in a con­stantly evolving market.

KANO 모델에 기초한 장부장난감의 사용자 수요 분석 연구

Mortise and tenon toys are the perfect carrier for educating children about traditional culture. This study analyzed and studied the user needs and satisfaction of ledger toys using the KJ and Kano methods. (1) The KJ method was used to obtain the user's requirements for the functionality of the mortise and tenon toys product, and a requirement list was established. (2) Establish a Kano model, conduct positive and negative surveys on the 18 user needs obtained, and conduct statistical analysis on the data, sorting out the classification of each user demand item. (3) Based on the Better-Worse calculation results, a quadrilateral scatter plot of satisfaction was constructed. (4) Based on the research results, four attractive quality attributes (A), seven natural quality attributes (M), three monistic quality attributes (O), and four indifferent quality attributes (I) were identified. This study not only promotes the development of product design for mortise and tenon toys, but also provides theoretical reference for future toy design, which has important research significance.

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.

복합형 오프라인 서점의 공간 디자인에 관한 연구

This paper aims to investigate the functional space design of compound offline bookstores with t he objective of enhancing customer satisfaction. Against the backdrop of the internet era, this st udy examines the current status of compound offline bookstores in China and relevant research l iterature. It proposes that compound offline bookstores in China should consist of four main com ponents: an entrance guidance area, a book reading area, a leisure activity area, and a cultural c onsumption area. Through case analyses of Fangsuo Bookstore in Guangzhou and Chengdu, it is found that setting up an entrance guidance area with functions such as art exhibitions and lectur e activities is beneficial for attracting customers into the bookstore. Furthermore, Through a sur vey of 210 questionnaires targeting the consumer group, this paper proposes three suggestions f or enhancing and refining the segmentation of functional configurationswithin the four functional spaces, based on the KANO model theory.

Enhancing User Experience through Optimization Design Method for Elderly Medication Reminder Mobile Applications: A QFD-Based Research Approach

Poor medication adherence among older adults is a widespread problem worldwide. As the population ages, the design of smartphone medication management apps is critical to improving medication adherence among older adults. Taking the design of an elderly medication reminder APP as an example, this study proposes a sustainable design research method that integrates the KANO model, Analytic Hierarchy Process (AHP), Quality Function Deployment (QFD), and PUGH decision matrix. The method collects user demands through in-depth interviews, and applies the KANO model to classify these demands. The hierarchical structure of user needs is established by using AHP, and the priority is sorted according to the weight and importance determined by the judgment matrix. QFD is used to translate user needs into design requirements, and the house of quality matrix identifies key design requirements. Finally, design alternatives are evaluated using Pugh’s concept selection method. The results of this study demonstrate that the integration of KANO-AHP-QFD-PUGH can be effective as a sustainable optimal design approach for the user experience of a medication reminder application for the elderly. This integrated method not only facilitates innovative optimization and sustainability of application design methods but also provides valuable theoretical and practical insights for future drug-assisted design for elderly users.

Korean Restaurants’ Consumer Needs Based on Marketing Mix Through the Kano Model

A proliferation of Korean restaurants in Yogyakarta can be seen over the past few years, each with its unique concept. However, a survey on Google Star Rating suggests that not all of these restaurants are sustainable. The significant discrepancy between expectations and actual satisfaction of consumers is likely a contributing factor. Moreover, intense competition exists between these restaurants. This study aims to identify which aspects of marketing—such as product, price, place, promotion, people, process, and physical evidence—influence Korean restaurants’ consumer needs. Using the Kano model, consumer satisfaction was analyzed by classifying consumer needs into attractive, must-be, one-dimensional, indifferent, reverse, or questionable categories. Purposive and snowball sampling methods were employed to select 100 respondents to complete a questionnaire. The results unveiled that four of the seven marketing mix attributes needed by Korean restaurants’ consumers fell into the one-dimensional category. The features consisted of physical evidence (clean dining room), people (clean and tidy employee appearance), product (good taste), and process (timely service). Furthermore, the attributes of unique offers (D1); fast service (F2); menu information, ingredients, how to cook it (E3); and affordable food prices (B1) contributed to greater consumer satisfaction. These attributes boosted consumer satisfaction by 80%, 79.8%, 74.5%, and 73.7%, respectively.

Smart home service terminal design for elderly families integrating the KANO model and perceptual engineering

In recent years, smart homes have gradually come into our lives and have brought many positive impacts to our lives. However, in specifically targeted application design planning, the designer community is not always able to consider and analyze every factor. This paper proposes an integrated nonlinear design that incorporates the KANO model as well as a mathematical model of sensible engineering coupled with design science. The application of different design solutions in different types of households is evaluated after dividing the different types of living of elderly households into specific situations. The results show that for elderly households of type 1 versus 4, scenario 2 generally has more accurate application feasibility compared to scenario 1. The maximum increase in application accuracy for Scenario 2 compared to Scenario 1 was 6.28%. However, the frequency of use decreased by 3.09%. And for elderly households of type 2 and 3, which tend to live alone, the feasibility of application of scenario 2 is similar or even worse than that of scenario 1. The improved Scenario 3 both have higher application feasibility than Scenarios 1 and 2 and has a more user-friendly visual aid to understand the design, which helps the elderly group to better use the smart home service terminal system.

A Study on the Demands of Physical and Medical Integration Services for the Elderly in the Dabei Quhou Community in Qingdao

Clarifying service demands is a necessary prerequisite for promoting high-quality service development and sustainable supply. According to the charm quality theory and the logical system and basic viewpoints of the Kano model, a questionnaire survey was conducted on the needs of 241 elderly people (aged 60 and above) in the Dabei Quhou community, Chengyang District, Qingdao City, to understand the needs and willingness of elderly people in the community to integrate health promotion services. Statistical survey results on the division of the service demand level attribution, the level of satisfaction coefficient and dissatisfaction coefficient, the priority sequence of community sports, and medical integration health promotion service projects were addressed. Among the nineteen service demand items, there are four essential elements (M), three expected elements (O), eleven attractive elements (A), and one irrelevant element (I). Its service demand as a whole presents low dependence. On the basis of the hierarchical division of the health promotion service needs of physical and medical integration, based on the safety and convenience of maintaining a daily healthy life, the composition of each demand level presents the demand tendency that spans from basic function demand satisfaction to service function development and content-rich expansion. Secondly, given the convenience of service supply, there is a tendency for social public health promotion services to reach the community level.

Identifying target customer needs for a Master’s Degree Program in Industrial Engineering by conjoint analysis and Kano model

Customer satisfaction has become a key factor in strategic work of many institutions towards the increasing competition regarding student recruitment. This paper presents a systematic approach to identify customer needs for a Master’s Degree Program in Industrial Engineering based on target students’ needs in the view of new product development. The approach consists of two methods: Choice-based conjoint analysis and Kano model. Conjoint analysis is used to explore important scores of each attribute of the program, i.e., specialist concentration, class period, research type, teaching language, teaching format, and tuition fee. Also, the popularity of levels in each attribute are identified. Latent class model is used to identify different clusters of target customers. The result indicates two different segments of different preferences. The heterogeneity of needs and preference is characterized mainly in levels of specialist concentration preference as well as other attributes such as tuition fee. Other attributes such as interdisciplinary, cooperate program, work experience requirement and group (with presence/absence option) are analyzed by Kano model to identify their categories, i.e., how important they are. This research contributes in the literature as a pioneer in applying these two methods to gain customer perception insights about new Master’s curriculum development for education industry.

Needs Hierarchy for Public Service Facilities and Guidance-Control Programming in Small Chinese Towns Influenced by Complex Urbanization of Residents: The Evidence from Zhejiang

Due to the rapid urbanization of China, residential areas and residents in small towns exhibit dual and complex urbanization patterns and characteristics. The “one-size-fits-all” approach to programming public service facilities has led to inefficient use of idle facilities and the frequent use of facilities that are not integrated into the public service system. Therefore, an investigation of programming logic based on residents’ needs within the complex urbanization patterns and characteristics of small towns is urgently required. This study distinguishes between rural and nonrural facilities, using the Kano model to evaluate residents’ hypothetical satisfaction with the provision of facilities or lack thereof. Based on the “rural and nonrural” facility need coupling model, four stages of urbanization were identified. Using the Better–Worse coefficient and the chi-square test, this study analyzes residents’ cognitive needs and population attributes across various stages of urbanization. Moreover, the study examines the “residential area–resident facility” matching relationship. Ultimately, a “required + optional item” public service facility guidance-control system based on the matching of human–land urbanization is proposed to improve the current programming system for public service facilities. This system provides a theoretical basis for improving the public service level in small towns and ensuring optimally relevant regulations.

The application of KANO Model in the design of cultural creative products

Abstract In order to improve visitors’ satisfaction with the red cultural creative products of Fang Zhimin Memorial Hall and promote the dissemination of Fang Zhimin’s red revolutionary spirit, in this essay, the KANO model research method is used as the basic framework and the visitor data is used as the basis to explore the innovative design preferences and perceptual demand elements of visitors to the red cultural creative products of Fang Zhimin Memorial Hall. In view of the cultural attributes of the red cultural creative products of Fang Zhimin Memorial Hall, in this essay the visitors’ preferences and preferences are used, and the three-level method of cultural research theory is used to establish the design points of cultural creative products. Finally, a series of cultural creative products as the material carrier of Fang Zhimin’s red revolutionary spirit are designed and studied to promote the diversified development of red culture.

The “Perfect” Warehouse: How Third-Party Logistics Providers Evaluate Warehouse Features and Their Performance

The recent trends in logistics outsourcing have led to the need to investigate the 3PL (third-party logistics) industry better. However, the attention has always been focused on operative performance, and the role of the warehouse has been skimmed over. This research aims to define the relationship between warehouse features and the performance indicators of 3PLs, filling the literature gap. This research provides insight into 3PLs’ way of thinking, helping 3PLs identify the right warehouse features to improve their performance and providing guidance for real estate companies in designing warehouses meeting 3PLs’ needs. The analysis uses a case study approach, carried out by interviewing 3PLs that provided data coded according to the dimensions of the Kano model. This methodology was used to generate an in-depth understanding of how 3PLs evaluate the different warehouse features that are able to drive their performance. The “perfect warehouse” is placed in an accessible location; it has loading bays, a standard layout, and a height suitable to optimize the flow of goods, and it utilises the spaces to make the service flexible and responsive. In addition, the warehouse should have internal areas, such as mezzanines, to deliver value-added services.

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.

The design of the container as well as the sweetened condensed milk pourer with a combination of Kano approach and quality function deployment

The era of creative industries in the present is growing a lot of food and beverage culinary SMEs rapidly. SMEs that are more of interest today are the manufacture of products that use sweetened condensed milk or hereinafter called SKM. 82 respondents answered after the SKM was opened from the packaging invited ants due to residue and spills. The purpose of the research is the design of storage equipment as well as SKM pourers by using the Kano Model and QFD approach. The results obtained that this tool could help SMEs in the storage and use of SKM in every product manufacturing process. Based on the evaluation of the Kano model, 6 attributes of the Must-be category were obtained, 3 Attractive categories and 2 One-dimension categories, and 1 indifferent category which means that the tool provides satisfaction to consumers.

Illuminating the Kano Model with a Case Study

The Kano Model is a well-researched approach to rating the attributes of products and services. However, much of the research available consists of research conducted to identify attributes for products and services and evaluations of the Kano Model with other approaches. This paper seeks to study the analysis of Kano Model results. This paper uses a case study of the analysis of Kano Model survey results from a survey conducted only to gather data for the analysis. The data was analysed using a spreadsheet with formulas to perform the necessary calculations. Attributes were rated using Kano Model criteria. Several results were tied and an attribute was rated as indifferent, even though many respondents viewed the attribute as must-be or attractive, indicating a need to refine Kano Model evaluation criteria.

Integrating KANO and QFD Method in Improving Customer Satisfaction (Case study: PT. XYZ)

PT. XYZ is a private company engaged in the sale of vehicles and spare parts and also car service. The problem that occurs is the increment of customer complaints. This is very contradictory to the service received by the customer. The purpose of this research is to produce a service system required by customers that is able to give satisfaction to the customers. This study resulted in ten service attributes required by customers based on the Kano model categorization, namely: complete facilities, comfortable waiting room temperature, indoor and outdoor cleanliness, ease of contacting bookings, ease of getting service schedules, long waiting time for service advisors, length of service time, the suitability of work, condition of the vehicle after service, and ease of payment. This research has 9 attributes. Technical characteristics include the addition of an air conditioner, online booking service, preparing appointments, vehicle pick-up service, home service, express maintenance service, explaining the results of work carried out by service advisor (SA) officers, service advisor officers (SA) accompany customers during payment, Maintenance Reminder Appointment (MRA) officers follow up to customers