Kano Model Research Articles

KANO Model for experience quality measurement of wine tourism events

Abstract Visiting wine tourism events is an attractive part of a trip for holidaymakers and day visitors. Thus, wine tourism is an important niche market for Germany with its 13 wine regions. Experiences play an increasingly important role in the consumption of tourism services. Therefore, it is also important to organize wine tourism events in an experience-oriented way. The present research design uses the KANO model to determine the requirements for experience staging at wine events from the customer’s point of view. The aim of the study is to provide wineries and other wine tourism providers with recommendations for experience staging in order to increase the attractiveness of the events and to improve the economic success.

Sustainable adaptation planning strategies for the medical care integrated community in the context of normalized pandemic

In the context of active aging, this research explores the spatial paradigm of medical and care community and the implementation path of sustainable adaptation to solve the mismatch between supply and demand in the practice of medical and care integration. Firstly, the HBSI theoretical model was constructed based on Maslow’s demand-ERG demand theory. Secondly, the study uses NVivo qualitative analysis and SPSS to analyze the multidimensional needs of the healthcare population for community space and services. Then, based on KANO model, the hierarchy of complex needs was classified and prioritized to achieve spatial fitting and control inference. Finally, a supply strategy was constructed to promote multidimensional health of users, realizing harmonious transformation of epidemic control and sustainable adaptation to changes.

Research on the Requirements and Functions of Mobile Applications for Tourism among Disabled Individuals in China

There is a large number of disabled people, and the number of disabled people will continue to grow in the future. With the booming development of the tourism industry, the demand for travel by disabled people is also increasing, but the travel experience of most disabled people is ignored. Developers of tourism mobile applications pay little attention to the travel needs of disabled people. Due to the lack of attention to this group, there is great room for improvement in the travel experience of disabled people. This article focuses on the needs of Chinese disabled people for mobile applications for tourism. Through user interviews and semantic analysis, this groups needs for application functions are studied. Then, through a questionnaire survey based on the Kano model, the priority of application functions is analyzed. This study believes that the psychological needs of disabled people to be respected should be the top priority, followed by the needs for affordability, safe travel, and convenient access to information, and finally, social needs.

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.

Research on Service Quality Requirements in Camping Area

Abstract This study targeted customers of the W camping area through a questionnaire survey. A total of 75 questionnaires were distributed, and 63 valid questionnaires were issued. According to IPA's analysis, items falling in priority improvement areas include: staff will provide detailed operation instructions, have modern and professional equipment internally, service facilities meet customer needs, and staff can do things right the first time. These four factors are: The item is considered highly valued by customers, but the performance of the W camping area is poor, and the operator should give priority to improvement. In addition, according to Kano analysis, there are 4 efficiency improvement service quality items that can simultaneously increase customer satisfaction and reduce customer dissatisfaction. They are that staff are willing to assist and serve customers, have a bright and clean appearance of facilities, and staff can try their best to assist customers in solving problems. Problems and staff can truly fulfill their commitments to customers. Business operators can continuously improve and maintain good service quality based on these quality items to obtain maximum benefits. JEL classification numbers: M10. Keywords: IPA, Service Quality, Kano Model, Camping Area.

Applying the A-Kano Model to assess the impact of common area elements on customers’ perceptions of subdivision housing projects in metropolitan Bangkok

In the field of residential real estate development, understanding customer perception contributes to project success. This quantitative research studied customer perception towards common area elements in housing projects by applying the Analytical Kano (A-Kano) Model. Information was collected from a questionnaire survey of 150 buyers of detached and semi-detached houses in housing projects situated in metropolitan Bangkok who purchased their properties within five years. The quota sampling method was used, and the data were analyzed by descriptive statistics and the A-Kano Model. The research results identify important characteristics of three groups of residential development common area elements: (1) must-have elements, (2) one-dimensional elements, and (3) attractive elements. Buyers agree that most public utility elements are essential (a “must-have”), while landscape features are one-dimensional or related to satisfaction. The research results can offer guidelines to help developers determine and choose the right elements to include in common areas to stimulate buying decision by customers.

An integrated approach to design and evaluate Chinese-style stools

To inherit and promote the excellent design characteristics of Chinese-style furniture, this study focuses on Chinese-style stools and proposes an integrated design and evaluation approach with combination of shape grammar, KANO model, and entropy-weighted VIekriterijumsko KOmpromisno Rangiranje (VIKOR) methods. Firstly, based on the initial forms of five Chinese-style stools, a shape feature library is constructed by extracting shape features using regional cultural symbols. Secondly, combining shape grammar and inference rules, innovative design alternatives are generated for Chinese-style stools, incorporating regional cultural symbol features. Thirdly, an in-depth investigation of Chinese-style furniture market is conducted, and user requirements are analyzed using KANO model questionnaire, categorizing the requirements into three attributes: appearance, technological, and economic. Based on KANO model’s classification of user requirements, a set of 14 evaluation criteria for Chinese-style stools is established. Finally, to avoid subjective factors in weighting the criteria, the entropy-weighted method is applied, and VIKOR method is utilized to obtain the optimal ranking of the design alternatives for Chinese-style stools, ultimately selecting the optimal alternative. The results show that based on VIKOR method, the optimal solution is the same with comparison to the results obtained from Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), preference ranking organization methods for enrichment evaluations (PROMETHEE) and elimination and et choice translating reality (ELECTRE) methods. In addition, to verify its ergonomic characteristics, feasibility and rationality, the optimal alternative is simulated by JACK software. By integrating shape grammar, KANO model, and the entropy-weighted VIKOR method, this study provides some insights for incorporating regional cultural symbols into the design of Chinese-style furniture and exhibits certain advantages in terms of comprehensive evaluation, user orientation, decision objectivity, and consideration of diversity.

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.

Predicting working sole Indian mothers' satisfaction towards work–family balance integrating the Kano model and weighted average method

PurposeThe main impetus of the current paper is to identify and prioritize the work–family balance (WFB) satisfaction attributes specifically for working sole mothers' by deploying the Kano technique and weighted average method.Design/methodology/approachA multi-stage methodology has been used in the present analysis. Initially, the Kano method has been utilized to categorize the WFB satisfaction attributes using a three-dimensional WFB satisfaction scale. Afterward, the satisfaction coefficient technique was employed on Kano outcomes to get the WFB satisfaction and dissatisfaction index. Subsequently, the weighted average method was employed to prioritize the WFB satisfaction attributes.FindingsFindings uncovered the significance of a non-linear association between WFB attributes and employed sole mothers' WFB satisfaction. The findings revealed that one-dimensional and must-be-based WFB satisfaction attributes are responsible for sole mothers' WFB satisfaction and employing organizations must not overlook them. Additionally, the results of weighted average method-based prioritization can help organizations to focus on particular WFB satisfaction criteria according to their priority level.Research limitations/implicationsThe findings are useful for WFB policy-makers and managers to formulate a suitable WFB strategy specifically for single mothers.Social implicationsResults provide a path for employers to minimize the work–family role conflict and societal dissatisfaction that helps sole mothers to attain the desired WFB.Originality/valueThis study first employed a novel approach that incorporates the Kano application with the weighted average method in order to prioritize the WFB satisfaction attributes for lone mothers.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-02-2023-0074

Recreational Fishery Environmental Suggestions of Sandu Island, Ningde, Fujian Province Based on KANO Model and Expert Verification

Tourist satisfaction is an important reference in destination management decisions, but on-site validation is often lacking. By exploring the relationship between the current situation of recreational fishery and tourism satisfaction evaluation, we can accurately understand tourists’ consumption preferences and obtain product/service quality information. After on-site verification, such validation is conducive to promoting the high-quality development of regional recreational fisheries. The study area is located on Sandu Island, Ningde City, Fujian Province. This study examines how each item of service quality may exhibit different impacts on customer satisfaction by using a questionnaire survey of consumers in the recreational fisheries. This study combines the Kano model and the Better–Worse index method to investigate the critical service quality. The results show that among the 19 quality indicators of visitor satisfaction, environmental and landscape quality elements are the most important. In addition, through expert verification, it can be confirmed that the improvement of the water environment is of great help to the industry. To improve and maintain customer satisfaction, the above attributes are combined with underlying quality attributes as strategic weapons to highlight competitive advantages.

A Critic on Legal, Ethical, and Regulatory Issues of Off-Label Medicines Shepardizing Intellectual Property Law towards Pharmacoeconomics: A Discussion of Pfizer’s Norvasc Patent Case

Purpose: Pharmacoeconomics is a pharmacy discipline designed to tackle issues on clinical, ethical, and safety factors leading to advocacy of healthcare corporate governance in fulfillment of the pillars of sustainable development. Thus, it is necessary to discuss illegal diversions of Intellectual Property of drug patents as these legal problems serve as impediments to Pharmacoeconomics. This paper aims to elucidate the advantages of Off-label medicines in favor of clinical, ethical, and safety aspects of Pharmacoeconomics towards patient safety and treatment for welfare.
 Methodologies: Quantitative measurement is crucial for validation of drug quality products. It is used for comparison of both legal and illegal diversions of healthcare corporate governance. Patent Law and its policy options are tools to measure the violations of the perpetrator under Intellectual Property Law. Meanwhile, the British National Formulary follows the Human Medicines of 2012 and communicate with FDA for the implementation of off-label medicines as policy for clinical practice under legal removal of patent protection for medical research and practice. This study follows a diagnostic design as a research method based on ethical, regulatory, and legal presentations to characterize problems involved in drug management system towards efficiency of evidence-based medicine practice utilizing theories, models, and frameworks towards financial intelligence. 
 Findings: The elucidation of Kano Model Framework exhibits the aberration and compliance of patent drugs towards compliance of healthcare corporate governance. Based on exhibition of intellectual property law, it can be extended to fulfill the goals of sustainable development of monetary success and hence, the human society can be reflected as their success to their financial intelligence as their inventorship is declared as non-obviousness to public welfare and safety. Moreover, the moral standard of ethical decision-making illustrated the importance of opting to off-label medicines emphasizing cost-efficiency goals of Pharmacoeconomics in drug therapy. Hence, the Shariah Jurisprudence Method for Pharmacoeconomics is the modelling of Clinical Pharmacy Practice towards Healthcare Corporate Governance in fulfillment of business ethics as public welfare and safety of human society.
 Recommendation: Kano Model Framework is an integrated tool of measuring the success of healthcare corporate governance. With the elucidation aids of modelling the importance of Pharmacoeconomics, it is recommended to develop ways of making artificial intelligence as a sole success, profit, benefit, and contribution to clinical pharmacy practice, starting from its drug development up to its intended purpose of human drug treatment in healthcare setting, in relation to its accompanied FDA regulating bodies, as British National Formulary team compliance of maintaining the crucial functions of observing and monitoring document for patient safety.

Enhancing User Satisfaction in Indonesia’s e-wallet Market: A Comprehensive Analysis of Factors and Priorities

Research on user satisfaction is crucial because it is the key to digital business success, including e-wallet in Indonesia which is experiencing very rapid growth. This study is aimed at determining the gap between e-wallet perception and user expectations, evaluating the level of user satisfaction among e-wallet, and determining the priority of improvement of the factors that affect e-wallet user satisfaction. Data processing is divided into four stages: Kano model, processing the comparison between user satisfaction data based on the gap in the value of perceptions and user expectations, processing of satisfaction gaps between e-wallet applications, and processing for multinomial logistic regression (MLR). To measure user satisfaction with a service, the concept of SERVQUAL, which consists of tangibles, reliability, responsiveness, assurance, and empathy, was used. Data were collected using online questionnaire distributed in the areas of Jakarta, Bogor, Depok, Tangerang, and Bekasi. The results of this study show that based on a comparison between users’ perceptions and expectations, the satisfaction gap value is negative. This shows that e-wallet users are not satisfied. The comparison of satisfaction gaps between e-wallet shows significant differences for security, efficiency, reliability, application display design, and economic benefit factors, whereas no significant difference is found for the customer service factor. This study provides the priority of improvement for each e-wallet provider. The novelty of this research is the priority for improvement that is derived from a combination of expectation and perception mapping, Kano’s model, and MLR. The findings could be used to increase the user satisfaction that can lead to the success of an e-wallet application.

An extended TODIM method for hyperbolic fuzzy environments

Multi-criteria decision-making (MCDM) methods are increasingly being used to solve socio-economic problems; however, many real-world problems are characterised by high complexity and uncertainty. Hyperbolic fuzzy sets (HyFSs), a new extension of fuzzy sets, are able to deal with ambiguity effectively. They are more flexible than other fuzzy sets, and can model uncertainty better. This paper proposes a hybrid MCDM method based on the TODIM (an acronym in Portuguese for interactive and multiple attribute decision-making) approach in a hyperbolic fuzzy environment. One of the main elements of all MCDM methods is the decision matrix, but the construction of this matrix can be a subjective process. To address this issue, we propose a systematic approach based on the Kano model to make the process more objective. More specifically, we build a hyperbolic fuzzy decision matrix based on Kano-clustering of criteria for each alternative. We validate the effectiveness of our method by applying it to a sustainable supplier selection problem in the dairy industry. The results show that the proposed method can effectively deal with uncertainty and make better decisions in complex situations. We also conduct a sensitivity analysis to assess the impact of the decision-maker’s (DM's) psychological behavior on the ranking of the alternatives, and show that the proposed method is robust to these behaviors. The proposed method represents a promising approach to decision-making under conditions of uncertainty; it is easy to understand and implement, and is feasible for real-world applications.

Perceived Importance and Quality Attributes of Automated Parcel Locker Services in Urban Areas

Recent global trends related to the increasing use of e-commerce are becoming a challenge for courier transport, especially in the last-mile process of delivering products to the final retail recipient. One delivery method is the personal collection of the parcel in an automated post box, available 24/7 for the customer. Our research method was based on a preliminary selection of the most important features of parcel lockers’ service quality, which were extracted based on the analysis of the scientific literature and previous research. This analysis was carried out by conducting a survey of Polish parcel locker users that provided data coded according to the dimensions of the Kano model. Based on the total satisfaction index, the results allowed us to conclude that a dedicated application (−0.96), proper placement of the parcel in the box (−0.82), adjusting the size of the parcel to the size of the box (−0.79), the location of parcel stations (−0.74), and ensuring improvements for the disabled (−0.62) are the most important features in the process of the automatic delivery of parcels to recipients in urban areas. This paper enriches the literature on the customer service quality of self-service technologies for last-mile delivery with the use of automated parcel lockers.

Evaluation model for modular children's wooden storage cabinet design

The design evaluation method of furniture products was explored for modular children’s wooden storage cabinets. An evaluation model consisting of the Kano model, hierarchical analysis, and grey relational analysis is proposed. A 25-member panel of experts was involved in the development of the evaluation guidelines and the scoring of the program. The expert group used the KJ method to obtain evaluation guidelines for modular children’s wooden furniture that met the requirements of the hierarchical analysis method and screened the functional indicators through 103 validated questionnaires for the Kano model. The evaluation guidelines of modularized children’s wooden storage cabinets were thus obtained, which are both comprehensive and targeted. Then, hierarchical analysis and grey relational analysis were combined to select the solution with the highest grey weighted correlation result as the best solution. The feasibility of the grey comprehensive evaluation method, which combines subjective preference and objective empowerment, in the field of furniture was confirmed through the practice of selecting the best of the three modular children’s wooden storage cabinet design solutions, and the evaluation preference of the modular children’s wooden storage cabinet was uncovered. The design model provides an innovative evaluation tool for children’s furniture manufacturers to optimize their sales strategies.

An Eco-Innovative Green Design Method using the Theory of Inventive Problem Solving and Importance–Performance Analysis Tools—A Case Study of Marker Pen Manufacturing

This study explores innovative designs for the cap of a marker pen, aiming to address the issues of cap loss and ink evaporation during marker pen usage. This study applies intrinsic safety, universal design and TRIZ as research methods. TRIZ has great potential to address most of the Sustainable Development Goals (SDGs) relevant to conflict-oriented problem solving for innovations. The principles of simplification, foolproof design, clarity of states, and tolerance from intrinsic safety were applied to prevent cap loss and minimize the risks associated with ink evaporation. The TRIZ methodology’s contradiction matrix was utilized to identify relevant inventive principles by improving parameters and avoiding worsening parameters, providing a reference basis for product structure design. Lastly, the principles of equitable use, simplicity, intuitiveness, and effortless design from universal design were employed to enhance the marker pen’s usability for the general public. This study creates a SERVQUAL questionnaire to compare the prototype of the designed pen cap with commercially available pen caps. It utilizes the two-dimensional quality model (Kano model) and Importance–Performance Analysis (IPA) for practical design analysis. Finally, the prototype structure is visualized using graphic software. The innovative design features of this study include the following. (1) Concealable pen tip: the sliding seal hides the pen tip inside the pen body when the pen core is slid upwards, preventing cap loss and ink drying. (2) Quick retractable function: using a pressing mechanism, the pen tip can be quickly retracted with a one-handed press and slide motion. (3) Replaceable pen core: the pen core can be replaced by disassembling the pen body, removing the old pen core, and inserting a new one, thereby extending the pen’s lifespan. (4) Satisfaction evaluation of the innovative pen cap design: through questionnaire surveys and cross-analysis using the IPA and the Kano model, this study assesses the product’s manufacturing and mass production value to reduce actual product development costs and time.

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.

Research on the Spatial Quality of Urban Village Main Streets in Shenzhen from the Perspective of Nighttime Pedestrian Demands

Our findings shed light on existing theoretical investigations and the sustainable development of urban villages and the policy recommendations are proposed for the sustainable development of urban villages. It is widely acknowledged that public spaces in urban villages play an important role in residents’ everyday lives, and the nighttime activities of most pedestrians are confined to the main streets in urban villages. Main streets are an important public space in urban villages at night and are a focus for comprehensive renovation in China. There has not been adequate research on main streets at nighttime, and such research is necessary to improve the quality of urban spaces and achieve high-quality development. This study used methods such as literature analysis, on-site research, and semi-structured interviews to understand the spatial characteristics of the main streets of urban villages at night and summarize the demands of pedestrians. This study used the Kano model to adjust the structure of the analytic hierarchy process (AHP) model to form the AHP–Kano model and construct an evaluation system based on the evaluation dimension of pedestrian needs. We conducted a questionnaire-based survey of pedestrians on the main streets of Pingshan Village and Nantou Ancient City in Shenzhen, and obtained the dominant categories of pedestrian demands and the results of satisfaction evaluations from the main street spaces of the two urban villages at night. According to on-site research, we analyzed the problems in the main street spaces of the two urban villages at night, and propose targeted renovation suggestions, which have clear value for improving everyday public spaces in urban villages at nighttime.

Customer Satisfaction in Automobile Industry in Kathmandu District

This study aims to evaluate the relationship between the satisfaction of customers in terms of after-sales services in the automobile industry in Kathmandu. This study applied a descriptive research design. This study type was quantitative. Since the population is unknown in this study 384 questionnaires were collected from respondents of this research work applying a purposive sampling technique. The population of the study was both two-wheelers and four-wheeler vehicle users from many places in Kathmandu and various backgrounds. Purposive sampling techniques were used in this study. This study applied the self-administered close-ended survey questionnaire. Multiple choice questions based on the Five-Point Likert Scale developed by Rensis Likert were used to mention a level of a statement of disagreement to an agreement where 1 indicates strongly disagree and 5 indicates strongly agree. Data were analyzed based on the majority of respondents/ responses collected out of the total sample size (384) entered in the table of the Five-Point Likert Scale. Respondents who are in favor of an agreement with all of the tables and statements are more than those of disagree. Therefore, it can be concluded that there is a high association between the satisfaction of customers with components of after-sales service i.e., the cost of service, service quality, responsiveness, and speed of service of automobiles in various places in Kathmandu. It can be concluded that these components are associated with customer satisfaction. The automobile industry should be guided by the Kano model to meet the requirements of consumers in terms of products and services.

استعمال انموذج kano في تحسين الاداء الاستراتيجي

The research aims to employ the kano model to classify and arrange the requirements of external and internal customers and design a product that meets the desires of customers according to their needs. The Wasit textile and knitting factory in Wasit Governorate was selected as a sample for the research because it operates in a competitive environment on the one hand, and on the other hand many components are involved in the manufacture of its products, and it was adopted to answer the research problem and test the hypothesis on the inductive approach in reviewing the theoretical side by relying on writings related to the literature The research, and the analytical descriptive approach to describe and analyze the data and reports of Wasit textile and knitting factory, the research sample. The research concluded a set of conclusions, the most important of which is that the kano model is a model for prioritizing features on the product roadmap based on the degree to which customers are likely to be satisfied, and therefore product management can weigh the high satisfaction feature against its implementation costs to determine whether to add it to the roadmap. Make a sound strategic decision or not, and take into account meeting the requirements of customers on the one hand, and the satisfaction of management and employees on the other hand.