Browse > Article
http://dx.doi.org/10.7469/JKSQM.2012.40.4.453

Wordings of the Kano Model's Questionnaire  

Song, HaeGeun (Department of Systems Management Engineering, Sungkyunkwan University)
Park, Young T. (Department of Systems Management Engineering, Sungkyunkwan University)
Publication Information
Journal of Korean Society for Quality Management / v.40, no.4, 2012 , pp. 453-466 More about this Journal
Abstract
Purpose: The Kano model has been widely accepted as a method for classifying quality attributes for almost three decades since its introduction. However, the wordings of the five alternatives in the Kano's questionnaire has been criticised for unclear and confusable meanings. New wordings of the five alternatives are proposed in this paper. Methods: To evaluate the effectiveness of the proposed wordings, we classify 30 quality attributes of smartphones using the conventional wordings and the proposed wordings respectively. The two classification results are compared with the direct classification results by undergraduate students who learned the Kano model. Results: The classification results using the proposed wordings are much more consistent with the direct classification results than those using the conventional wordings. Conclusion: The proposed wordings are less confusable and easy to understand, and thus it results in more consistent with the direct classification.
Keywords
Kano model; Wording; Quality Attributes;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
연도 인용수 순위
1 Mittal, V., Ross, W., and Baldasare, P. M. 1998. "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions." Journal of Marketing 62:33-47.   DOI   ScienceOn
2 Nilsson-Witell, L., and Fundin, A. 2005. "Dynamics of service attributes: A test of Kano's theory of quality." International Journal of Service Industry Management 16:152-68.   DOI
3 Oliver, R. L., Roland, T. R., and Sajeev, V. 1997. "Customer Delight: Foundations, Findings and Managerial Insight." Journal of Retailing 73:311-36.   DOI   ScienceOn
4 Shin, Aa-Reum, and Ree, Sang-Bok. 2008. "A Study on the Development of Total Customer Satisfaction Coefficient based on Kano Model." Journal of the Korean Institute of Industrial Engineers 20:479-87.   과학기술학회마을
5 Song, Hae-Geun, and Park, Young-Taek. 2012. "A B-W model for managing quality attributes." Managing Service Quality:Working Paper.
6 Vavra, T. G. 1997. "Improving your measurement of customer satisfaction: a guide to creating, conducting, analysing and reporting customer satisfaction measurement program." ASQC Quality Press Milwaukee:WI.
7 Witell, L., and Lofgren, M. 2007. "Classification of quality attributes." Managing Service Quality 17:54-73.   DOI   ScienceOn
8 Witell, Lars, Lofgren, Martin, and Gustafsson, Anders. 2011. "Guest editorial: Setting a research agenda for the theory of attractive quality." The TQM Journal 23.
9 Yoon, Jae-Wook, and Lee, Hee-Young. 2009. "An empirical comparative analysis between Kano and Improved Kano methods." Journal of the Korean Society for Quality Management 37:31-42.   과학기술학회마을
10 Bartikowski, B., and Llosa, S. 2004. "Customer satisfaction measurement: comparing four methods of attribute categorizations." The Service Industries Journal 24:67-82.
11 Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M., and Walden, D. 1993. "Kano's methods for understanding customer-defined quality." Center for Quality of Management Journal 2:2-36.
12 Chen, J. K., and Lee, Y. C. 2009. "A new method to identify the category of the quality attribute." Total Quality Management 20:1139-52.   DOI
13 Emery, C. R., and Tian, R. G. 2002. "Schoolwork as products, professors as customers: a practical teaching approach in business education." Journal of Education for Business 78:97-102.   DOI   ScienceOn
14 Lee, M. C., and Newcomb, J. F. 1997. "Appling the Kano methodology to meet customer requirements: NASA's microgravity science program." Quality Management Journal 4:95-106.
15 Kang, G. D., Ahn, S. H., Cheon, H. S., and Lee, W. Y. 2009. "The classification of logistics service quality through the utilization of Kano model." Journal of the Korean Society for Quality Management 37:32-45.   과학기술학회마을
16 Kano, N., Seraku, N., Takahashi, F., and Tsjui, S. 1984. "Attractive quality and must-be quality." Hinshitsu 14:147-56.
17 Kim, Yeun-Sung, Park, Young-Taek, Suh, Young-Ho, Yoo, Wang-Jin, and Yoo, Han-Joo. 1999. Total Quality Management, Park-Young-Sa.
18 Lim, Jeong-Hun, Min, Dae-Kee, and Kim, Kwang-Jae. 2003. "Fuzzy KANO Model: Fuzzy set-based classification of customer requirements." Journal of the Korean Society for Quality Management 31:98-113.   과학기술학회마을
19 Lofgren, M., and Witell, L. 2008. "Two decades of using Kano's theory of attractive quality: a literature review." Quality Management Journal 15:59-75:ASQ.
20 Lim, Sung-Uk, and Park, Young-Taek. 2010. "Potential customer satisfaction improvement index based on Kano model." Journal of the Korean Society for Quality Management 38:248-60.   과학기술학회마을
21 Matzler, K., Bailom, F., Hinterhuber, H., Renzl, B., and Pichler, J. 2004. "The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis." Industrial Marketing Management 33:271-77.   DOI
22 Matzler, K., Fuchs, M., and Schubert, A. K. 2004. "Employee satisfaction: does Kano's model apply?" Total Quality Management 15:1179-98.   DOI
23 Mikulic, J., and Prebezac, D. 2011. "A critical review of techniques for classifying quality attributes in the Kano model." Managing Service Quality 21:46-66.   DOI   ScienceOn