Kano model analysis for enhancing customer satisfaction of an automotive product for Indian market

2021 ◽  
Author(s):  
Janmejay Bhardwaj ◽  
Ashu Yadav ◽  
Manvendra Singh Chauhan ◽  
Avanish Singh Chauhan
Keyword(s):  
Customer Satisfaction ◽  
Model Analysis ◽  
Indian Market ◽  
Kano Model

scholarly journals The Value of Customer Loyalty and Satisfaction in Antam’s Precious Metal Products (A Kano Model Analysis)

2020 ◽  
Vol 12 (2) ◽  
Author(s):  
Nur Rahmawati
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Precious Metal ◽  
Basic Needs ◽  
Model Analysis ◽  
Pure Gold ◽  
Kano Model ◽  
One Dimensional ◽  
Metal Products

Abstract. This researcher aims to map and analyze the customer loyalty and satisfaction of Antam's Precious Metal (LM) products through four categories of the Kano model. These include one dimensional or performance needs, must be or basic needs, attractive or excitement needs, and indifferent needs. This is a qualitative research with data obtained from interviews, observation and documentation. The study shows that the value of customer loyalty and satisfaction in Precious Metal products, referring to the Kano model analysis, is included in the one-dimensional or performance requirements. Here, the level of satisfaction is directly proportional to the performance attributes. This means that the performance attributes can affect the level of customer satisfaction. Pure Gold, as an Antam’s Precious Metal products, is not considered as must-be or basic needs. It is regarded as attractive or excitement needs due to the rapid development of PT. Antam which is strongly influenced by the quality and development of its product attributes, especially the precious metal products. This study proposes the formation of classification of customer satisfaction using the Kano model and customer loyalty so that it provides benefits in terms of the classification of customer satisfaction.Keywords: Loyalty, Satisfaction, Customer, Antam and Kano Model Analysis Abstrak. Penelitian ini bertujuan untuk memetakan dan menganalisis loyalitas dan kepuasan konsumen produk Logam Mulia (LM) Antam melalui empat kategori model Kano yaitu: one dimensional atau performance needs, must be atau basic needs, atractive atau excitement needs, dan Indifferent. Penelitian ini merupakan penelitian kualitatif dengan data yang diperoleh melalui wawancara, observasi dan dokumentasi. Hasil penelitian ini menunjukkan bahwa nilai loyalitas dan kepuaan konsumen pada LM Antam, perspektif model Kano, masuk pada kategori one dimensional atau performance needs. Ini berarti tingkat kepuasan berbanding lurus dengan kinerja atribut, sehingga berdampak pada tingginya kepuasan konsumen. Sedangkan emas LM Antam tidak masuk kategori must be atau basic needs, atractive atau excitement needs, dan Indifferent karena perkembangan pesat PT. Antam saat ini sangat dipengaruhi oleh kualitas dan perkembangan Atribut produk, khususnya pada LM Antam. Hasil penelitian tersebut berimplikasi pada terbentuknya klasifikasi kepuasan konsumen dengan menggunakan model Kano dan loyalitas konsumen. Hal ini memberikan manfaat dalam hal klasifikasi kepuasan konsumen.Kata kunci: Loyalitas, Kepuasan, Konsumen, Antam dan Model Kano

scholarly journals A Study of Customer Satisfaction on After Sales Service of Two Wheelers in Kathmandu Valley

2018 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Sanjupa Giri ◽  
Kumar Thapa
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Research ◽  
Spare Part ◽  
Model Analysis ◽  
Kano Model ◽  
Basic Model ◽  
Customer Care ◽  
Two Wheeler ◽  
Service Strategies ◽  
The Relationship

<p>The purpose of this study is to explore the relationship between various identified after-sales service attributes of Two Wheeler brands and customer satisfaction. It further intends at segregating the major after sales service as per Kano Model. This research is a quantitative research with a sample size of 280, 40 each on the basis of brands of bike and scooter. Sample is selected in a quota and convenience basis. The brands which are taken as samples includes Honda, Hero, Bajaj, Mahindra, Yamaha, Royal Enfield and others (TVS, Suzuki and VR). Kano Model analysis, frequency analysis, correlation, ANOVA test, independent sample t-test, etc. are used for data analysis. Kano model is taken as a basic model for the study.</p><p>Surprisingly, it is found that supporting after sales service has more impact on customer satisfaction than major after sales services have. Apparently, the most valued after sales service is behaviour of technicians which has the strongest and positive relation with customer satisfaction. Behaviour attributes play major role in customer satisfaction. Likewise, functional and dysfunctional questions are analyzed to carry out Kano Model Analysis. From the research, it is found that Spare part supply, Warranty, Bike wash and Service camp are the must be requirements. Likewise, Repair and Maintenance, Customer Care, Inspection and Mobile Van (office hours) are regarded as one dimensional services. And, Driving Orientation and 24 hours Mobile Van service are regarded as Attractive services. At present, 63% of customers are satisfied with the after sales service and 10% are very satisfied with the current after sales service. This study is significant to distributors of two wheelers and parent companies, as they can formulate after sales service strategies by understanding the present satisfaction level of customers and degree of each after sales service attributed to satisfy the customers.</p><p>Journal of Business and Social Sciences Research, Vol. 1, Issue 1, pp. 1-21</p>

Integration of Kano Model into TOPSIS Method for Effective Product Assessment

2011 ◽  
Vol 145 ◽  
pp. 475-479 ◽  
Author(s):  
Chun Chih Chen ◽  
Yang Cheng Lin
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Model Analysis ◽  
Decision Makers ◽  
Multi Criteria Decision Making ◽  
Topsis Method ◽  
Kano Model ◽  
Trade Offs ◽  
Product Assessment ◽  
Effective Product

Understanding and fulfilling customer needs are well recognized as thecritical factor forsuccessful product. To resolve the trade-offs dilemma in multi-criteria decision making, we present aframework that integrates Kano model, FAHP and TOPSIS to assist decision makers in understandingcustomer requirements and help effectively rank products. By using Kano model analysis, it guidesthe prioritizing of multiple attributes, leading to higher customer satisfaction. To verify the proposedapproach forMCDM, an empirical case for ranking kitchen faucet designs is illustrated and validated.

Mehr Kundenzufriedenheit mit weniger Aufwand – Ressourcensparende Anforderungssammlung mit dem Kano-Modell/More Customer-Satisfaction with Less Effort – Minimized Efforts in the Requirements Elicitation Process with the Kano-Model

Konstruktion ◽  
2016 ◽  
Vol 68 (06) ◽  
pp. 83-89
Author(s):  
Miriam O´Shea ◽  
Günther Pawellek ◽  
Florian Henrichmann ◽  
Andreas Schramm
Keyword(s):  
Customer Satisfaction ◽  
Requirements Engineering ◽  
Requirements Elicitation ◽  
Kano Model ◽  
Elicitation Process

Inhalt: Die korrekte und vollständige Erfassung der Wünsche und Forderungen der Kunden ist für eine erfolgreiche Platzierung eines Produktes am Markt essentiell. Für Unternehmen steht dabei aber ebenso die Wirtschaftlichkeit im Vordergrund, so dass die Sammlung der Kundenforderungen zielgerichtet und effizient vorgenommen werden muss. Der im Folgenden vorgestellte Prozess zur Forderungserhebung baut zum einen auf dem zweidimensionalen Modell zur Erklärung der Kundenzufriedenheit von Kano et al. und zum anderen auf dem Requirements Engineering-Ansatz auf. Ausgehend von einer Einteilung der Kundenforderungen in mehrere Kategorien werden auf jede Kategorie individuell abgestimmte Erhebungsmethoden ermittelt. Der Aufwand je Kategorie kann dabei auf Produktart und Marktplatzierung bewusst abgestimmt werden.

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