CA-customer satisfaction - CUSTOMER SATISFACTION The Kano...

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CUSTOMER SATISFACTION The Kano model offers some insight into the product attributes which are perceived to be important to customers. The purpose of the tool is to support product specification and discussion through better development team understanding. Kano's model focuses on differentiating product features, as opposed to focusing initially on customer needs. He talks about three types of product requirements: Must be requirement: if the requirements are not fulfilled, the customer will be extremely dissatisfied. The customer regards must-be requirements as prerequisites, he takes them for granted and therefore thus not demand them. One dimensional requirement: customer satisfaction is proportional to the level of fulfilment – the higher the level of level of fulfilment, the higher the satisfaction and vice versa. Attractive requirements: attractive requirements are neither expressed nor expected by the customer. Fulfilling these requirements leads to more than proportional satisfaction.
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This note was uploaded on 03/09/2010 for the course ECONOMICS CA taught by Professor Stocchetti during the Spring '10 term at Università Ca' Foscari.

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CA-customer satisfaction - CUSTOMER SATISFACTION The Kano...

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