scholarly journals An assessment of customers’ satisfaction for emerging technologies in passenger cars using Kano model

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anu Kohli ◽  
Ram Singh
Keyword(s):  
Customer Satisfaction ◽  
New Technologies ◽  
Emerging Technologies ◽  
Global Market ◽  
Passenger Cars ◽  
Kano Model ◽  
Passenger Car ◽  
Content Type ◽  
One Dimensional ◽  
Gesture Control

Purpose Automobile industry has been the backbone of manufacturing sector in any country. During the past decade, passenger car industry has emerged as the one of the growing sectors in the Indian economy. Technological features in the passenger cars industry has been evolving in the global market, and customers have been the most important stakeholders to judge the requirement of these features. Therefore, the purpose of this paper is to analyze the customers’ need for these emerging technologies using Kano model of customer satisfaction. Design/methodology/approach This paper has used the Kano model to assess the customer satisfaction for Indian passenger car companies. Overall, 250 customers of passenger cars from Northern India have been surveyed using well-structured questionnaire designed as per the Kano model. On the basis of responses, this study has categorized the technological attributes of passenger cars as attractive, must be, one-dimensional and indifferent. Findings “Auto Gear Shift” system has emerged as a must be attribute. “Premium surround system” has been categorized under one-dimensional attribute. “Communication between vehicles,” “integration with smart phone,” “connecting applications,” “dual-stage airbags,” “in-dash navigation system,” “rearview camera,” “heated and cooled seats,” “built-in fourth generation long term evolution,” “Wi-Fi system” and “automated window cleaning system” have emerged as attractive features. The customers have been indifferent about “gesture control,” “reality display on car wind screen” and “run-on-flat tyre.” In contradiction to the popular belief, this study has found that customers have shown Indifferent attitude toward “hydrogen fuel-operated cars” and “battery cars.” Research limitations/implications This present study gives insight about the acceptability of various emerging technological features in Indian car market. This study has fulfilled the existing dearth in assessing the customers’ insight about the implementation of these emerging technologies in Indian cars. This paper will be helpful to the manufacturers to inculcate the voice of the customers in designing the new technologies for the passenger cars. Originality/value Previous studies across the globe have applied Kano model for assessing customers’ satisfaction in various industries, but according to the authors’ knowledge, hardly any study was conducted in context of technological attributes for Indian passenger car companies.

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

2015 ◽  
Vol 7 (2/3) ◽  
pp. 152-169 ◽  
Author(s):  
Gerson Tontini ◽  
Júlio Cesar da Silva ◽  
Eliane Fátima Strapazzon Beduschi ◽  
Elis Regina Mulinari Zanin ◽  
Margarete de Fátima Marcon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fault Recovery ◽  
Online Retail ◽  
Content Type ◽  
One Dimensional ◽  
Service Accessibility ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.

scholarly journals Experiment of Telecom Customer’s Needs and Satisfaction Based on Kano Model

2019 ◽  
Vol 9 (2) ◽  
pp. 5074-5077
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intentions ◽  
Network Performance ◽  
Service Providers ◽  
Kano Model ◽  
One Dimensional ◽  
Wide Range ◽  
Telecom Service ◽  
Four Quadrant

with the changing technology customers are more aware of services available to them. They access wide range of information of available products and services which has lead to change in their perception about services and service providers. This has made telecom a hard sector to survive for telecom service providers. These changes in behavioral intentions has made it necessary to us understand what all services customers feel a mandatory part of telecom service and what attract them to reuse the service. To study these customers needs Kano model was applied to category services of SERVQUAL model on four quadrant - attractive, one dimensional, must-be and indifferent. The result stated that network performance attract telecom customers the most and tangibility factors are the ones which service providers can minimize as customers are indifferent about them. Safety and security in transaction is one dimensional factor that can increase customer satisfaction. Must be attributes need to be continued to maintained customers stay with the telecom brands. Thus study tried to understand behavior of customers and identify factors that could increase customer satisfaction.

Listening to the voice of the customer in the hospitality industry: Kano model application

2018 ◽  
Vol 10 (4) ◽  
pp. 436-448 ◽  
Author(s):  
Margarita Zobnina ◽  
Aleksandr Rozhkov
Keyword(s):  
Customer Satisfaction ◽  
Tourism Industry ◽  
Measurement Tool ◽  
Hotel Management ◽  
Kano Model ◽  
Model Application ◽  
Content Type ◽  
Depth Analysis ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose This paper aims to discuss the customer satisfaction drivers of Russian tourists choosing hotels in Europe. Design/methodology/approach The study is focused on tangible aspects of the hotel service product adopted from the European Hotel Guest Satisfaction Index by J.D. Power. Research methodology is based on the Kano model that enables satisfaction driver classification based on the level of their impact. Data collection was conducted via online panel representative for 1 million+ Russian cities, totaling 1,238 respondents. Findings This paper reveals groups of customer satisfaction drivers by their impact from attractive to expected and indifferent, as well as customer preference profile by age, overall travel experience and trip purpose (recreational, sightseeing or active tourism). Research limitations/implications This paper focuses on the tangible attributes of hotel experience; the survey sample composed of Russian tourists that evaluated their satisfaction with hotels in Europe. Practical implications As a result of the study, the authors test Kano model application in the hospitality and tourism industry, providing hotel managers with an advanced yet easy to use customer satisfaction measurement tool. Also, the authors demonstrate substantial differences in customer satisfaction drivers by groups that can be used to plan product development. “Expected” and “one-dimensional” groups of product features would cause customer dissatisfaction if missing and should be the first priority of management. Interestingly after a certain level, “expected” factors have no marginal value, so their improvement by the hotel management should be limited. On the other hand, “attractive” factors boost customer satisfaction while present but with no negative impact if they are absent; that makes this group the second priority for hotel management. Factor distribution by group is different for various customer segments that can also be taken into consideration when designing the marketing communications of a hotel. Originality/value In this research, the authors use the Kano model to identify customer satisfaction drivers in the hospitality and tourism industry. This methodology enables in-depth analysis of the factors’ impact and provides understanding of the accommodation product improvement potential based on customer perception. The authors suggest several groups of factors and demonstrate that certain high-impact satisfaction drivers have zero incremental value for customers.

scholarly journals Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

2018 ◽  
Vol 2 (2) ◽  
pp. 77
Author(s):  
Imam Safi'i
Keyword(s):  
Customer Satisfaction ◽  
Mobile Banking ◽  
Kano Model ◽  
Banking Services ◽  
One Dimensional ◽  
Model Method ◽  
Dimensional Classification ◽  
Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

Revising the Kano model for designing an employee compensation system

2019 ◽  
Vol 32 (1) ◽  
pp. 78-91
Author(s):  
Hossein Vaez Shahrestani ◽  
Arash Shahin ◽  
Hadi Teimouri ◽  
Ali Shaemi Barzoki
Keyword(s):  
Design Methodology ◽  
Compensation System ◽  
Kano Model ◽  
Employee Compensation ◽  
Content Type ◽  
One Dimensional ◽  
Compensation Systems ◽  
Proposed Model ◽  
The One

Purpose The purpose of this paper is twofold: first, to revise the Kano model with a focus on one-dimensional attributes; and second, to use the revised model for categorizing and prioritizing various employee compensation strategies. Design/methodology/approach The Kano evaluation table has been revised and the one-dimensional attribute has been further extended to three categories of OO, OM and OA. In the next step, the literature review-based identified strategies have been categorized and prioritized according to the developed Kano model. Consequently, an employee compensation system has been proposed to a process-based manufacturing company as a case study. Findings Findings indicated that out of the 44 employee compensation strategies, typically 6 were must-be, 13 were one-dimensional, 18 were attractive and 7 were indifferent. Also, the results of the revised Kano model indicated that typically out of the 13 one-dimensional strategies, 7 were one-dimensional tending toward must-be (OM); and 6 were one-dimensional tending toward attractive (OA). Research limitations/implications The case study was limited to one company. The validity of the proposed model can be further studied in a larger population. This study provides managers with a more accurate instrument of decision making in selecting more differentiated employee compensation strategies, which, in turn, might lead to more employee satisfaction. Originality/value Theoretically, this study is different from existing studies, since almost none of the previous studies extended the Kano evaluation table for one-dimensional attributes. Practically, this study is another evidence of the application of the Kano model in the field of human resource management and in particular contributes to the design of employee compensation systems.

Airline quality assessment towards strategic tourism management improvements

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
André Philippi Gonzaga de Albuquerque ◽  
Fagner José Coutinho de Melo ◽  
Denise Dumke de Medeiros
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Correct Identification ◽  
Kano Model ◽  
Content Type ◽  
Academic Literature ◽  
Tourism Management ◽  
Definition Of ◽  
Service Data

Purpose The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction. Design/methodology/approach To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses. Findings The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute. Originality/value The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

Attributes of IT certifications aligned to organizations’ needs

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Munir de Sá Mussa ◽  
Renata Gomes Cordeiro ◽  
Henrique Da Hora
Keyword(s):  
Information Technology ◽  
Kano Model ◽  
Technology Infrastructure ◽  
Content Type ◽  
One Dimensional ◽  
Information Technology Infrastructure ◽  
Proposed Model ◽  
It Managers ◽  
And Control ◽  
The Relationship

Purpose An area of information technology (IT) in organizations is required to manage resources efficiently. For this, IT certifications are adopted by companies and sought by professionals. However, these have many requirements and to identify which are paramount to the performance of their activities and/or are much more important to IT managers is not a trivial task. The purpose of this study is to identify how the processes of the Information Technology Infrastructure Library (ITIL) v3 and Control Objectives for Information and Related Technology (CobiT) 5 certifications are analyzed by IT managers. Regarding the knowledge of professionals about the processes, which are more important, less important or indifferent in the manager’s view. Design/methodology/approach A survey is carried out with IT managers using questions elaborated according to the Kano model in which the processes of the analyzed certifications are related to classify according to the proposed model. Findings Of the 64 analyzed processes, 20 CobiT processes and 13 ITIL processes were classified as must-be requirements. Another 17 CobiT processes and 9 ITIL processes were classified as one-dimensional and 5 ITIL processes are present in more than one relationship with CobiT processes and, depending on the relationship, they were classified as must-be or one-dimensional requirements. Originality/value It is concluded that this study contributes in the discussion of the importance of the ITIL and CobiT implementations and analyzes the relevance of ITIL and CobiT certification processes in the view of IT managers, providing useful information for the professionals in terms of prioritization of the processes expected by the managers.

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

2013 ◽  
Vol 31 (1) ◽  
pp. 32-52 ◽  
Author(s):  
Gerson Tontini ◽  
Jaime Dagostin Picolo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Gap Analysis ◽  
New Method ◽  
Kano Model ◽  
Attribute Importance ◽  
Content Type ◽  
Customer Dissatisfaction ◽  
The Impact

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on customer satisfaction. Design/methodology/approach – Two studies were carried out, one with users of mobile phones and another with users of a fitness centre. Mobile phone users answered questions about 24 attributes, of which six were incremental innovations at the time of the research. Users of the fitness centre answered questions about 16 attributes, of which three were incremental innovations. Findings – Both case studies show that diagonal IPA overcomes two limitations of original IPA, in terms of IPA's failure to address: the high correlation between stated importance and customer satisfaction and the non-linear relationship between attribute performance and customers’ satisfaction. However, diagonal IPA is unable to identify the possible impact of incremental innovations on customer satisfaction. Thus, IGA is formulated to overcome both the problems with original IPA and the limitation of diagonal IPA. Research limitations/implications – The new method, IGA, uses expected customer dissatisfaction as a measure of attribute relevance. Its relationship with other methods used to evaluate attribute importance should be studied in the future. Originality/value – The paper presents a new method (IGA) that is able to overcome problems of original and diagonal IPA methods and is also able to identify the possible impact of incremental innovations on customer satisfaction.

Is organizational citizenship behavior an attractive behavior for managers? A Kano model approach

2015 ◽  
Vol 34 (5) ◽  
pp. 601-620 ◽  
Author(s):  
Reza Salehzadeh ◽  
Arash Shahin ◽  
Ali Kazemi ◽  
Ali Shaemi Barzoki
Keyword(s):  
Organizational Behavior ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Service Industries ◽  
Three Dimensions ◽  
Citizenship Behavior ◽  
Kano Model ◽  
Statistical Population ◽  
Content Type ◽  
One Dimensional

Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined. Findings – Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category. Research limitations/implications – By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction. Originality/value – The results of this study have an important contribution in the literature of the Kano model and OCB.

The frictions of technology

2017 ◽  
Vol 33 (11) ◽  
pp. 23-25
Keyword(s):  
New Technologies ◽  
Global Market ◽  
Best Interests ◽  
Business Networks ◽  
Business Network ◽  
Content Type ◽  
Competitive Edge ◽  
Pertinent Information ◽  
The Stability ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings In some instances, business networks can be seen to stifle and hinder expansion and the adoption of new technologies. The interlinking of numerous actors and authors within a network means that competing agendas often cancel each other out. Organizations in a business network are unable to act according to their own best interests, instead having to react to the changes of all the other organizations in the network. This constant act of compromise can severely limit the potential of an organization and a business network. But the stability of a business network can be used to an advantage if the associated organizations embrace disalignment actions and the friction technological commercialization causes. By allowing actors to (re)negotiate their roles within a network, the organizations can successfully adopt new technologies and maintain a competitive edge. Mattila (2017) uses the development and implementation of intelligent paper in Finland, as an example of how a business network can use the friction caused by disalignment to succeed in a highly competitive global market. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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