This article has as objective, to show and analyzing how the customer satisfaction in function of the Kano Model is used to take a competitive advantage within the car industry. Some results show that the impact of the customer satisfaction surveys account for 8 to 10% of the turnover of the major European car companies. In fact, in the 5 past years, the profitability of the leaders in customer satisfaction have surpassed the laggards. Leaders had a cumulative total return of + 22.5%, the SP 500 experienced a decline of -1.3% during the same period, latecomers lost - 46.3%. Therefore, these figures demonstrate how it’s important to set up a good strategic customer listening in order to take advantage on competition.

Background: The selection and prioritizing of requirements is the most difficult challenge insoftware development. Prioritizing requirements is a difficult task. Due to the importance of thepriority of requirements, many methods have been developed on how to prioritize requirements.However, with the increase of software modules and the expansion of software platforms, thesingle requirement prioritization method can no longer match the increase in the number ofrequirements. Little is know in how to find and develop integrated requirement prioritizationmethod. Objectives: The main purpose of this research is to explore the main challenges and successcriteria that practitioners consider when determining the priority of product requirements. Builda good requirement prioritization model to tackle these challenges. And evaluate the strengthsand limitations of this model. Method: We conducted a questionnaire survey to learn more about the major problems andsuccess criteria for prioritizing product requirements. After that, we presented a model thatcombined the KANO model and Analytic Hierarchy Process (AHP), and we examined its practicality. Finally, using Focus Group Research, we analyzed the benefits and limitations of theintegrated model and improved solutions. Result: The results show that practitioners face many challenges in product requirement prioritization. The model we developed is suitable for a variety of scenarios. It helps practitionersmanage priorities and improve end-user satisfaction, which can solve these challenges to a certain extent. Conclusion: Our research collected many major challenges encountered by requirement analysts and product managers in the process of requirement prioritization. And developed a newrequirement prioritization model, got a better understanding of requirement prioritization whichcan inspire practitioners to build more better requirement prioritization models.

The Kano model is a technique for a better understanding of the customers’ requirements, thus increasing the customers’ satisfaction. The process of identifying the customers’ requirements and increasing the customers’ satisfaction, by improving the offerings, is costly for the companies. In order not to waste resources, companies should firstly identify who their target audience is, through a market research. When companies understand who their target audience is, they are able to identify their requirements, in order to try to meet them, and increase customers’ satisfaction. The process of segmentation and targeting, helps companies to save time, money and effort, since the messages are directly delivered to those who are their target audience, and are really interested. Moreover, the companies using the focus groups and in-depth interviews can collect target audience’ requirements, in order to later on meet those requirements and increase the customers’ satisfaction. Furthermore, the findings revealed that for the companies in the online payment industry it is crucial to have a good reputation and be trustworthy.

<p>Today, firms compete with services rather than goods. Large service organizations are beginning to use Six Sigma as continuous improvement tool. An important part of the Six Sigma methodology is the calculation of number of defects in the process, i.e. points outside the specification limits. Unlike goods quality, which can be measured objectively by number of defects, in service goods the setting up of specification limits is a complicated issue because it is marked by the use and expectations among the different customers. As Six Sigma was originally created for manufacturing, this crucial fact is not contemplated in the Six-Sigma roadmap Define- Measure-Analyze-Improve-Control (DMAIC).</p><p>The aim of this thesis is to develop a new model to help the Service Division, Siemens Industrial Turbomachinery AB to set the specification limits according to the customer expectations.</p><p>A review of relevant literature is used to develop a new integrated model with ideas from the Kano model, SERVQUAL, Taguchi loss function, Importance Performance Analysis (IPA) and a new model, the ”Trade-Off Importance”. A survey was carried out for 18 external customers and internal stakeholders.</p><p>The model has demonstrated its robustness and credibility to set the specification limits. Additionally it is a very powerful tool to set the strategic directions and for service quality measurement. As far as we know, this thesis is the first attempt to create a roadmap to set the specification limits in services. Researchers should find a proposed model to fill the research gap. From a managerial standpoint, the practical benefits in Siemens Industrial Turbomachinery AB, suggest a new way of communicating to customers.</p>

Today, firms compete with services rather than goods. Large service organizations are beginning to use Six Sigma as continuous improvement tool. An important part of the Six Sigma methodology is the calculation of number of defects in the process, i.e. points outside the specification limits. Unlike goods quality, which can be measured objectively by number of defects, in service goods the setting up of specification limits is a complicated issue because it is marked by the use and expectations among the different customers. As Six Sigma was originally created for manufacturing, this crucial fact is not contemplated in the Six-Sigma roadmap Define- Measure-Analyze-Improve-Control (DMAIC). The aim of this thesis is to develop a new model to help the Service Division, Siemens Industrial Turbomachinery AB to set the specification limits according to the customer expectations. A review of relevant literature is used to develop a new integrated model with ideas from the Kano model, SERVQUAL, Taguchi loss function, Importance Performance Analysis (IPA) and a new model, the ”Trade-Off Importance”. A survey was carried out for 18 external customers and internal stakeholders. The model has demonstrated its robustness and credibility to set the specification limits. Additionally it is a very powerful tool to set the strategic directions and for service quality measurement. As far as we know, this thesis is the first attempt to create a roadmap to set the specification limits in services. Researchers should find a proposed model to fill the research gap. From a managerial standpoint, the practical benefits in Siemens Industrial Turbomachinery AB, suggest a new way of communicating to customers.

Herzberg (1959) proposed a two-factor model, often named as two-factor theory when adopted by the following researches. Through measuring the level of dissatisfaction and satisfaction, he classified antecedents of work satisfaction into hygiene and motivator two type. While hygiene factors are variables which lead to dissatisfaction, motivators are variables correlated with satisfaction. In marketing area, Kano (1984) also proposed a similar concept, named two-way quality model. This model adopts both satisfaction and dissatisfaction concepts and, based on these concepts, he further classified quality properties into Must-be, Attractive and One-dimension three types. This implies that the separation of satisfaction with two dimensions allow researchers to understand how each antecedent functions. However, in past information system (IS) area, IS satisfaction was treated as a linear concept and measured with Likert or semantic differential scale. This approach lead to a direct consequence that identifying possible antecedents is possible but understanding the way they function is difficult. The purpose of this study is to develop a better approach to understand how different antecedents affect IS satisfaction. We attempt to adopt the confirmation concept in expectation-disconfirmation theory (EDT). Through measuring the level of confirmation (or disconfirmation) and satisfaction (or dissatisfaction), this study attempts to clarify how each antecedent generate effect under different contexts. This study attempts to achieve its purpose through a two-stage approach. We first used modified Delphi obtain various antecedents of IS satisfaction. In this stage, opinions from 29 scholars and experts resulted in 6 dimensions, contain 28 variables in total. In the next stage, we collected empirical data through survey to classify 28 variables into different types. We find the factors about the relation with user and IT are hygiene factor, e.g. system quality etc. The factors about the relation with user, IT and task are motivator, e.g. information quality etc. The factors about the relation with user, IT and organization are motivator and performance factor, e.g. management support and computer training are performance factors, MIS¡¦s service quality etc. are motivator. The result should provide insightful implications for both IS academia and practitioners.

The purpose of this work is to evaluate how a docking station can be more future proof, environmentally friendly and satisfy the customers’ needs more. The docking station in focus of this project is owned by LVI, and used with one of their cameras MagniLink S. When comparing the results of the new docking station and the current docking station, the new docking station is more future proof, environmentally friendly and satisfies the customers’ needs more. In the end it is established that following steps should be followed during the development of a docking station: -          Make sure that the cables are reliably fastened into the docking station and that the connectors can handle the docking force. -          Design to use more material with lower environmental impact and ensure that the material fulfils the product requirements and objectives. Use as small amount of material as possible. -          Prioritize the customers’ expressed and unexpressed needs as one of the highest priorities during the development process.

Aujourd’hui les entreprises doivent pouvoir offrir de nouveaux produits en continu prenant en considération les nouvelles technologies disponibles afin de satisfaire des clients de plus en plus exigeants et diversifiés. Il est donc primordial pour une entreprise de savoir quels sont les besoins des acteurs intéressés par son produit. L’objectif de ce travail de doctorat est de proposer une nouvelle méthode pour analyser le besoin pour aider les entreprises à mieux définir leurs nouveaux produits. La démarche proposée se décline en quatre phases : description de l’environnement et du fonctionnement des acteurs par la technique du RARe (Ressources, Activités, Résultats), détermination des besoins par la réalisation de quatre types d’opérations sur les ressources de l’acteur puis évaluation et classification des besoins selon le modèle de Kano et enfin comparaison de plusieurs concepts de produits. Pour y arriver, un travail de bibliographie sur la notion de besoin a été réalisé. Cette recherche bibliographique nous a permis également de définir le cahier des charges d’une nouvelle méthode d’analyse de besoin. Ceci a justifié le choix de la méthode RARe, basée sur l’observation des activités de l’acteur, pour comprendre et identifier les besoins. Pour les classer, nous avons utilisé le modèle de Kano, qui distingue les différents besoins existants : basiques, de performance, attractifs et neutres. Nous avons mis au point un calcul d’indicateurs à l’aide d’une formulation matricielle permettant de classifier les besoins et de comparer des concepts de produits. Cette méthode constitue donc un outil d’aide à la décision au début du processus de conception / Nowadays, companies must offer new products continuously and take into consideration new available technologies in order to satisfy more and more exigent and diversified customers. Therefore, it is essential for a company to know what are the needs of the stakeholders interested in its product. The objective of this PhD work is to propose a new method to analyze the need in order to improve the new product definition process in a firm. This tool is a part of a methodology for innovative project management and it is useful before the elaboration of the specification of the new product. The proposed method has four phases: description of the stakeholders’ environment by the RARe technique (Resources-Activities- Results), determination of needs by the realization of four types of operations on the stakeholder’s resources then evaluation and classification of needs according to the Kano model and finally comparison of several products concepts. To achieve this method, a bibliographical work on the notion of need was realized. This bibliographical research also allowed us to define the specifications of a new method for need analysis. Hence, the choice of the RARe method was justified because it is based on the observation of the stakeholders’ activities. To classify their needs, we used the model of Kano, which distinguishes various existing needs: basic, one dimensional, attractive and neutral. We worked out a calculation of indicators by means of a matrix formulation allowing to classify needs and to compare concepts of products. This method thus constitutes a decision-making tool at the beginning of the conception process

Finding customer preferences when deciding about buying a tractor in the 201-300 horsepower category. Attributes will be gained through questionnaire survey, and will be used in the QFD method, where there will also be comparison of major competitors in a given market segment. The evaluation of tractors will also include the voice of the customer, gained from KANO model. KANO model will be second survey that will be used in this thesis. The conclusion is to build an ideal tractor structure that matches the customer's wishes.

Syfte: Kundnöjdhet förekommer i olika nivåer när en konsument genomför ett köp av tjänst. Servicekvaliteten är av stor vikt vid uppfyllandet av konsumentens behov och önskemål. Det finns tio olika dimensioner av servicekvalitet, där en av dimensionerna är pålitlighet. Servicekvalitets dimensionen pålitlighet har dock kritiserats vid olika tillfällen och är varierande beroende på bransch. Tidigare studier resulterade i att pålitlighet inte har en stor inverkan i kundnöjdhet, medan andra studier påvisar att det finns en inverkan. Pålitlighet visar sig från tidigare studier ha en varierande stabilitet. I följd av detta har vi utformat syftet:  Syftet med vår studie är att skapa en ökad förståelse över servicekvalitetsdimensionen pålitlighet och dess bidragande faktor till nöjda kundupplevelser inom konsumentservice. Metod: Studien genomförs med ett deduktivt förhållningssätt med en kvantitativ forskningsmetod. Forskningsdesignen följer en tvärsnittsdesign på grund av studien, med utgångspunkt ska kunna utnyttja surveyundersökningar, det vill säga enkäter. Studiens resultat analyseras i SPSS, där det utförts en deskriptiv statistik och korrelationsanalys, samt i Excel där det genomförts olika sammanställningar av enkätsvaren. Detta följs av studiens egen analys, resultat, diskussion och slutsats.  Resultat &amp; Slutsats: Studiens resultat tyder på att servicedimensionen pålitlighet har ett positivt samband och inverkan på kundnöjdhet inom frisörbranschen. Samtidigt har konsumenters behov en betydelsefull inverkan på pålitlighet och kundnöjdhet, såsom upplevelse, pris och trygghet. Om dessa faktorer uppfylls av tjänsteutövaren kommer en positiv nivå av kundnöjdhet uppstå. Examensarbetets bidrag: Studien bidrar med ökad kunskap om servicekvalitets dimensionen pålitlighets påverkan till nöjda kundupplevelser inom frisörbranschen. Jämfört med tidigare studier som fokuserat på servicekvalitet i sin helhet riktat mot kundnöjdhet. I och med tidigare studiers helhetöversikt, kan denna studie ge en mer ingående beskrivning om en servicekvalitets dimension och dessutom nämna vilka parametrar som är av vikt vid uppfyllandet av kundnöjdhet.  Förslag till fortsatt forskning: Studien påvisar avgränsningar genom att enbart rikta sig mot en kvalitetsdimension och frisörbranschen. Förslag till vidare forskning är att undersöka en annan dimension än pålitlighet för att se huruvida de kan bidra till nöjda kundupplevelser. Ett annat förslag kan vara att undersöka samma dimension med en annan bransch, för att se likheter och skillnader branscher sinsemellan. / Aim: Customer satisfaction occurs in different levels when a consumer makes a service purchase. The quality of service is important in the fulfilling of consumers needs and wishes. There are ten different dimensions of service quality, including reliability. However, reliability have been criticized in various occasions and depending on the industry. A previous research results have shown us that reliability doesn’t have a major impact on customer satisfaction, but other research has shown that there is an extensive impact. Reliability has a varying stability and therefore this study intends to investigate the following:  The aim of this study is to create an increased understanding of the service quality dimension reliability and its attributes to customer satisfaction experience within consumer service.  Method: The study is followed by a deductive approach from a quantitative research method. The research design follows by a cross-sectional design due the basis of being able to use surveys. The study’s results are analyzed in SPSS, such as descriptive statistic and correlation analysis. The study also used excel to do some various compilations of the survey responses. This is followed by the study’s own analysis, results, discussion, and conclusion.  Result &amp; Conclusion: The study’s results indicate that reliability has a positive relationship and an impact on customer satisfaction in the barber industry. At the same time, consumer requirement has a significant impact on reliability and customer satisfaction. These requirements are experience, price and comfort. If these factors are fulfilled by the service provider, a positive level of customer satisfaction will show.  Contribution of the thesis: This study contributes an increased knowledge about reliabilities impact on customer satisfaction experience in the barber industry. Compared with previous research who has been focused on the service quality entirety impact for the customer satisfaction. With previous studies overall view, this study can provide a more detailed description on one service quality dimension and also mention which parameters that are important in fulfilling the customer satisfaction.  Suggestions for future research: This study has limitations by focusing only on one quality dimension of the barber industry. Suggestions for further research are to examine another dimension, to see if they can contribute to better customer satisfaction experiences. Another suggestion might be to examine the same dimension in another industries, to see similarities and differences between industries.