Kano Method Research Articles

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.

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

Peningkatan Kualitas Produk Abon Bandeng Babon Senyum dengan Metode Kano dan QFD

In the era of rapid development of the culinary industry, companies of all sizes must compete to improve the quality of their products in order to remain relevant in the current era of free trade, Quality product design refers to the design of products that not only fulfill their basic functions, but also in accordance with quality, capacity, and appearance that satisfies customers. The company is aware of the importance of improving as well as developing the best products. Therefore, how a business wants to identify the needs and wants of consumers. This study applies QFD and Kano methods. Data collection methods in this study are conservation, interviews and distributing questionnaires. To understand the characteristics of shredded milkfish products, smile baboons that are in accordance with consumer desires, using Kano and continued with QFD analysis and then included in the House of quality, aimed at prioritizing development. The purpose of this study is to bring out what are the attributes of baboon shredded milkfish products that are expected to lift product quality. The results of this study show that there are 20 attributes that are expected by consumers and 14 technical responses, the main things of development include making new packaging, sorting and inspecting raw materials, choosing writing or fonts that are easy to read by buyers or enthusiasts, also the most important is to promote through Instagram to boost the popularity of products from smile baboons.

Design of walking and sitting aids for the elderly using the kano method

Normal human growth with age in the process of life tries to adapt to environmental conditions. It is often found that those who experience a decrease in walking activity, this is due to decreased function of the muscles and limbs. A walker (Walker) is the right solution to help with their activities. The design development of walking aids (Walker) continues to be developed for the needs of consumers, especially the elderly and injured feet. The purpose of this product design, which is to facilitate Walker users in resting to sit after a long walk without having to look for a place to sit and is available directly with the Walker, besides that it can also be used as a wheelchair with the help of ot hers. The features needed can be identified based on the results of a questionnaire which is the basis for the design development of walkers (Walkers) that have been on the market. The output of the questionnaire was analyzed by noting important features using the Kano Method. The research results are in the form of two features, with categories in the form of attractive that need to be developed. The features in question are the addition of seats, backrests, and wheels.

Identification Customer Needs of Shuttle Travel by Using Servqual and Kano Methods

Bhinneka Shuttle is a companies which is engaged in customer delivery transportation services and was founded in 1972. Throughout 2022, Bhinneka Shuttle experienced an unstable amount of revenue and did not achieve the target number of passengers. Based on the results of a comparison of the four branches of Bhinneka Shuttle outlets in Bandung City, it is known that Bhinneka Shuttle Mekar Wangi needs to get improvement priority. This is supported by the low Google review rating and many complaints about the performance of the services provided. Customer dissatisfaction and high competition in the transportation business require Bhinneka Shuttle Mekar Wangi to improve and increase the quality of its services. This study aims to identify True Customer Needs by using the integration of the Servqual method and the Kano Model so that priority attributes are obtained for improvement and become basic recommendations for designing company service quality improvements. The attribute needs were obtained by conducting a study of the literature and Voice of Customer which were classified into five Servqual dimensions, that is Reliability, Comfort, Extent of Service, Safety, and Affordability (RESCA). According to research result, 11 attributes True Customer Needs that needed to be improved which states that the services provided by Bhinneka Shuttle still does not provide satisfaction to consumers. Bhinneka Shuttle are suggested to pay more attention to weak attributes that are included in the must be category because they are basic need in company’s services.

Minimalist Sofa Redesign Using the Kano Method

UKM Mebel Berkah Raya is a company engaged in the field of furniture, one of the products produced is Sofa products. The large number of competitors who are the company's competitors, makes it difficult for the products produced to compete with similar products on the market, therefore, the company conducts a preliminary survey involving loyal customers owned by UKM Mebel Berkah Raya, in order to find out the desires of customers for sofa products, especially sofa products that are produced by the UKM furniture, Berkah Raya. The data obtained shows that the problem that is owned by the product sofa produced by UKM Mebel Berkah Raya lies in the product design attributes, so that with the problems that are owned, further research is carried out which aims to find out in detail the problems that are owned, to then carry out re-design of the sofa product, so that it will produce a sofa product that is in accordance with the customer's wishes. This study uses the Kano method to determine the level of customer satisfaction with a product by paying attention to the attributes attached to the product. so that the level of urgency of each Voice of Customers, so that action can be taken according to the priority level of the results obtained. The results of this study are that the attributes that will be developed with the provisions of Attractive that produce customer satisfaction. attributes Indiffrent that can generate positive feedback with customers.attribute One-Dimantion can increase customer satisfaction. So that the resulting design in the form of an existing sofa design is representative of the measurements that have been carried out with the method used.

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.

Understanding runner’s passion and addiction: a Kano method analysis

ABSTRACT Purpose To use a new methodological approach, the Kano method, to explore the role of passion and addiction across runner groups. Methodology/Design Within the literature, passion/addiction has received scant attention; especially in relation to how they might influence long-term participation. Research has largely focused a one-dimensional measurement where passion/addiction is linear. We argue for deeper analysis using the Kano method. Findings The Kano method does provide novel outcomes regarding the role of passion and addiction in running. Practical implications The Kano approach can help stakeholders to better understand how the presence or absence of an activity influences runners’ attitudes and behavior. The functional/dysfunctional statements allow a deeper examination beyond one statement that a Likert scale of strongly disagree to strongly agree explains. Research contribution The method to explore passion/addiction uses unidimensional Likert scales that suggest these constructs are bipolar (harmony – disharmony). Kano argues they do not lie on a continuum, which allows for a novel approach to explore these concepts beyond the traditional scales commonly used in psychometric research. Originality/Value These results enhance prior research on runners as the influences of passion and addiction yielded unique results that cannot be explained without the use of the Kano method.

Shopeefood Customer Satisfaction Modeling Based on Webqual 4.0 and Kano Method

The development of technology today allows many people to be able to maximize the use of the internet in meeting their daily needs. One of the applications used is Shopee with the Shopee Food service which offers many promos and various food options. The purpose of this research was to see the effect of the attributes in Webqual 4.0 on the projection of the Kano Model regarding customer satisfaction with ShopeeFood services. In this case, the researcher will conduct research on Indonesian Adventist University students as respondents to the research. The division of the questionnaire is divided into two main parts, namely the webqual method questionnaire which assesses the reality and expectations of the service, and the Kano model which assesses the functionality, dysfunctionality and importance of each feature or attribute. The results of the research show that the respondents were satisfied with the ShopeeFood service with a score of the Usability aspect with a score of 4.15, Information Quality with a value of 4.02, and Service Interaction Quality with a value of 4.00. The results of webqual data processing are supported by the results of the kano model questionnaire data processing. Where satisfaction with the ShopeeFood service is reflected in the presence of several features/attributes that meet the expectations of users. Overall, each feature/attribute is included in the Attractive category (A).

Analisis Kualitas Pelayanan Perpustakaan Menggunakan Metode Kano

The West Aceh Regency Library and Archives Service is an agency engaged in carrying out general government tasks, building libraries, and providing services openly to its users regardless of age, education, and social status factors in society. However, there are still some problems that make visitors unsatisfied, including incomplete and non-specific book collection facilities, lack of the latest published books, placement of books on shelves that do not match the location, and inadequate facilities in the reading room. This study aims to determine and categorize the attributes that are considered important from the desire of visitors to know the quality of services provided by the West Aceh District Library and Archives Service using the canoe method. The Kano method is one of the simple methods that can improve products and services to customers. This method is a model that classifies attributes and is analyzed based on customer perceptions, and the effect on customer satisfaction. The results of calculating the average value of service quality in all dimensions of the canoe method show that visitors are not satisfied enough and there are still deficiencies in service quality at the West Aceh Regency Library and Archives Service. Of the 22 attributes, some attributes need to be improved, namely one-dimensional category attributes 5,8,9,11,14,16, and 19, indifferent category attributes 10,13,15,17,18,20,21 and 22, attributes The ones that are maintained are the attractive 12 categories and the attributes that need to be improved are the must-be categories 1,2,3,4,6, and 7 which illustrate that the more an attribute does not function properly, the visitor satisfaction will decrease.

Analysis of Community Satisfaction with the Use of Electric Motorbikes in the City of South Surabaya

Mode of transportation is one of the basic human needs in carrying out an activity. Transportation consists of land, sea and air transportation. The development of modern transportation can be viewed from several aspects, such as quality, effectiveness and efficiency for its users, especially the millennial generation. One of the modern transportation today is an electric motorcycle. The development of electric motorcycles in Indonesia is not as fast as the development of conventional motorcycles. Electric motorcycles that are currently developing need to be analyzed to determine the level of consumer satisfaction. Analysis of the level of customer satisfaction can be done using the method. By knowing the analysis of the Kano method, improvements or evaluations can be made for developers of relevant electric motors in the future. Test analysis was carried out by conducting a survey of electric motorcycle users in the Surabaya area. Based on the analysis of the results of Kano's research that has been done, it can be seen that there is a need for an increase in electric motorbikes. This shows that with an increase in electric motorbikes, people's satisfaction with the use of electric motorbikes will increase.

What Do Rheumatology Patients Want in an After-Visit Summary? A Kano Analysis of Patient Preferences.

After-visit summaries (AVS) are patient-specific documents curated by providers to summarize the content of medical encounters. Despite widespread use, little is known about rheumatology patient preferences for AVS content and style. The aims of this quality improvement project are to identify patient preferences and to design a rheumatology-specific AVS, using the Kano method. This quality improvement project consists of 4 parts. First, investigators interviewed veterans and clinic staff to derive a list of potential features. Second, a Kano questionnaire assessing satisfaction with the presence or absence of each feature was distributed to veterans. Third, qualitative and quantitative Kano analyses were performed to categorize features as mandatory, performance, attractive, or indifferent. Fourthly, based on these findings, an AVS was drafted and distributed to Veterans with an associated survey to assess satisfaction with content, visual appeal, and readability. Nine physicians, 5 veterans, 5 schedulers, 3 nurses, and 3 medical assistants identified 15 features for inclusion in a Kano-style questionnaire. The questionnaire was distributed to 50 Veterans using consecutive sampling. Quantitative Kano analysis demonstrated 4 mandatory, 2 performance, and 3 attractive features that were ultimately included in the AVS; 6 indifferent features were excluded. A postintervention survey of 50 Veterans showed high satisfaction scores in AVS content (4.3/5), visual appeal (4.6/5), and readability (4.4/5). We developed an AVS that included 9 mandatory, attractive, and performance features, as identified by the Kano method. Veterans were highly satisfied by the content, visual appeal, and readability of the AVS.

The Utilization of The Kano Model for Development of Edible Spoon

The use of plastic in food packaging and cutlery is one of the significant factors that cause environmental pollution. The alternative solution that can be given to reduce the use of plastic is to create edible spoons. The features and attributes required for the spoon are essential factors in the process of product development. Therefore, this study aimed to analyze the level of consumer acceptance and satisfaction regarding the features and attributes of the product by using the Kano method. This analysis involves distributing questionnaires, validity and reliability tests, and dividing requirements into specific categories. The requirements distributed in the questionnaire are various dimensions of product quality that need to be analyzed in product development. The results of the Kano questionnaire showed that of the 17 requirements, there were five essential attributes: having a BPOM certificate, hygienic packaging, a list of nutritional contents on the package, the good nutritional content on the edible spoon, and a product that is not easy to stale. These five attributes are the ones that should be considered in developing edible spoon products.

Analysis of Academic and Administration Information Systems Using Servqual and Kano Methods

Academic and Administrative Information System (SIAKAdm) is an online-based information system service for students of Hangtuah University Pekanbaru. With the development of information systems in the academic field, we must also test information systems, there are several problems that users feel that the quality of service of the Academic Information System (SIAKAdm) has not run effectively and efficiently, such as, there are often delays when filling in KRS, color contrast in the system is too disturbing to the user's eyes, there is no edit menu on the student profile, and finally there is no complaint lyanan menu or C3 servicedesk menu. This research was conducted using the ServQual method and the Kano method. The ServQual Method can be said to be a method used to measure the quality of service attributes of a dimension, while the Kano Method can be interpreted as a model built to understand how well their product or service meets the needs of users. This data collection process is by conducting interviews and distributing questionnaires of 98 respondents using the Simple Random Sampling technique. The data was obtained using IBM SPSS 26 and calculated the GAP value using Microsoft Excel. The results of this study The highest gap value was in the Assurance variable, with a GAP value of -4.54. While the lowest gap value is in the Responsivennes variable of -2.51.

Analisis Kualitas Layanan dan Kepuasan Pengunjung Wisata Desa Kemiri (Studi Kasus di Desa Kemiri Kecamatan Panti Kabupaten Jember)

This study aims to analyze service quality on visitor satisfaction and to analyze visitor satisfaction provided by the Kemiri Tourism Village. Service quality is analyzed based on Serqual in which there are tangible dimensions (tangible), Reliability Responsiveness, Assurance, and Empathy. While the categorization of service quality is analyzed using Kano which includes the Must Be category (Enhanced ), One Dimensional (Preserved), Attractive (Noted). Descriptive method with quantitative approach. Data collection methods used in this study were interviews, observation and documentation. The results of the study on the Quality of Service to Visitors at Kemiri Tourism Village still do not meet the expectations of visitors who come. Because in the calculation using the Servqual method, the average service quality of all Service Quality dimensions is 0.83. Attributes that must be considered, maintained and improved in Kemiri Tourism Village by processing using the Kano method have been divided into several categories. With this research, it is expected to be able to provide improvements in efforts to improve services carried out by Kemiri Tourism Village Management.

Integrasi Metode Kano dan Turf dalam Evaluasi Sensori Minuman Cokelat Instan Komersial

Sensory attribute is one of quality parameter that affects buying intention of consumer for commercial instant chocolate drink product. Evaluation of consumer liking using hedonic method or ideal profile method was not enough to fulfill consumer satisfaction. This research aims to identify sensory attributes which are able to give consumer satisfaction using survey method integrated with structural equation model (SEM), Kano method, and total unduplicated reach and frequency (TURF). Kano method is used to evaluate sensory attributes based on consumer satisfaction, while TURF is used to identify sensory component which is able to increase buying intention of consumers with regard to the range and frequency for chocolate instant commercial drink. Preliminary research conducted by modelling consumer preferences suggested that there was an influence of 0.76 sensory attributes to consumer satisfaction. Seven samples were purchased from market and evaluated by 30 untrained panelists using home use test with an approach of consumer habit to consume hot chocolate drink once a week. The panelists were chosen from people who consume commercial instant chocolate drink. Results of this research showed that sensory attributes creamy (texture) and dark chocolate (color) were attractive features which were able to improve consumer satisfaction. Atribute sweet (taste) was categorized as must-be features, while flavor, aroma, and color were classified as one-dimensional features. Combination of attributes in one category can improve the range to reach the targeted consumers and frequency of consumers towards the product, for example attribute creamy can reach 97%, but combination of attributes creamy and thickness can reach 100% of the targeted consumers.

Analisis Kepuasan Konsumen Terhadap Kualitas Produk dan Layanan di Poison Coffee Denpasar

Poison Coffee is one of the coffee shops in Denpasar City. Coffee shop business competition is getting tougher. During the Poison Coffee pandemic, sales decreased by ±35%, so an analysis of consumer satisfaction with product and service quality is needed. The purpose of this study was to determine the attributes of the quality of products and services that can increase customer satisfaction and to analyze the level of customer satisfaction using the Kano method. This research was conducted at Poison Coffee Supratman and Poison Coffee Terompong. It is necessary to improve the quality of attributes that are in the one-dimensional category. The results of calculations and analysis state that consumers at Poison Coffee Supratman and Poison Coffee Terompong are not quite satisfied because the better value has not reached 1 and the worse the value is closer to -1 which indicates consumer dissatisfaction.

Fermatean Neutrosophic Topological Spaces and an Application of Neutrosophic Kano Method

The main objective of this paper is to redefine the concept of Fermatean neutrosophic sets as well as to introduce topological structure on Fermatean neutrosophic sets. The idea of Fermatean neutrosophic sets is the hybrid model of Fermatean fuzzy sets and neutrosophic sets to utilize key features of these structures. Topological data analysis for indeterminate and uncertain information is a rapidly developing field. Motivated by this recent trend, the idea of Fermatean neutrosophic topology is proposed, which is an extension of neutrosophic topology and Fermatean fuzzy topology. Some fundamental properties of Fermatean neutrosophic topology are explored and related results are investigated. Certain properties provided in the classical topological space that may not be valid in this space is one of the factors that makes the study important. Moreover, an application is made for the problem of seeking reasonable solutions to customer expectations by using the neutrosophic Kano method, which is an interesting illustration of neutrosophic decision making.

PENINGKATAN KUALITAS PELAYANAN PADA CV. X SELAMA PANDEMI COVID-19 MENGGUNAKAN INSTRUMEN SERVICE QUALITY DAN METODE KANO

In COVID-19 pandemic, there are a lot of industries that are affected and required to adapt with the new situation. CV. X is one of the education service providers that focus on language, English language in particular, that is located in Bandung. CV. X needs to satisfy its costumers by giving a good service quality. This research intends to figure out the service quality in CV. X and conducting a service improving action using SERVQUAL instrument and Kano method. To perceive the customer satisfaction, SERVQUAL instrument is used by calculating the gap between costumer expectation and company performance. Kano method is used to categorize which attributes that are required to be improved, sustained and put attention. The result of this research implies that from 5 dimensions of service quality, all of them have not fully met the satisfaction of CV. X customers because there are 17 out of 18 attributes that have negative value which means they have not satisfied customer’s expectation. Based on SERVQUAL calculation and Kano method, it is recommended for 2 attributes to be improved, 5 attributes to be sustained and 7 attributes to be put attention. Whereas. After conducting the service improving action, there is an improvement on service quality for 12 attributes and deterioration on service quality for 6 attributes.