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An Empirical Comparative Analysis Between Kano and Improved Kano Methods  

Yoon, Jae-Wook (School of IndustrialManagement Engineering, Hankuk University of Foreign Studies)
Lee, Hee-Young (School of IndustrialManagement Engineering, Hankuk University of Foreign Studies)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.4, 2009 , pp. 31-42 More about this Journal
Abstract
Various studies have been undertaken in order to effectively understand customer requirements. Kano proposed a dualistic approach, physical fulfillment and customer satisfaction, to differentiate Attractive, Must-be, One-dimensional quality attributes. As there were a few limitations on the Kano's method, researchers have proposed improved methods. However, there have been few empirical evidences that the improved methods are superior to the original Kano's method for identifying relevant quality attributes. The objective of this study is to provide a comparative study on Kano and improved Kanomethods based on empirical analysis of quality attributes on University services. For the analysis of the questionnaire formats, the Kano's original 5 scale questionnaire is more effective than improved methods, direct and 3 scale questionnaire. For the analysis of evaluation methods, the original Kano and Timko's method using the evaluation table are more effective than quantifying methods, Domouchel and Lim's methods.
Keywords
Quality Attributes; Attractive Quality; Kano Model; Empirical Study;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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