This paper shows how airline passenger service necessities can be scrutinized by utilizing Kano's model of quality component and examines the potential advantages that can be accomplished by applying this way to deal with marketing strategy planning. As per Kano's model, quality components can be grouped into three classifications, to be specific must-be, One-dimensional and Attractive needs, contingent upon their capacity to make consumer satisfaction or dissatisfaction. Aftereffects of this review propose that airline passenger service components could be grouped comparable with Kano's model to recognize the most critical passenger service components. Effects of the service components highlights on passenger satisfaction or dissatisfaction have been likewise figured as estimation records for development.

Nowadays, managing business performance is becoming a relatively difficult and complex process for managers since it is undertaking major change both in research and practice. With the growing global interest in Business intelligence (BI), it has also been identified as an important role for small and medium-sized enterprises (SMEs) to satisfy their customer’s needs by analyzing through BI system. However, the limited financial resource and lack of human capital are becoming the constraint for SMEs to invest in Business Intelligence system; as well the return of their investment in BI system is still being considerable for SMEs to invest in the system. This study proposes an innovative approach for assessing and prioritizing the use of BI, which can help SME owners to prioritize their customer’s needs and communicate with their stakeholder by using Kano model. This paper is prepared in a way to define and convey the idea of Kano Model and its application to aspiring organizations.

This paper designed the questionnaire for the case and combines the Kano Model with the LibQUAL+TM model to understand the students’ perception and expectation of the library service quality in Sweden. Also, find a specific way to improve the satisfaction of the students.

This aim of our scientific article is analysing how aviation industries can improve their customer’s satisfaction based on Kano Model. In fact, we noted in this article that there is no interaction found between « attractive » and « one dimensional » attributes. That’s why the Kano model shows us that it’s important to achieve the performance of « must be » attributes before achieving a best performance possible in « one-dimensional » attributes or « attractive » ones. We are going to introduce a solution to improve the Kano model regarding to the aviation industry.

This paper is aimed at understanding a luxury product’s value. The luxury market is a really special market, with different rules and a different logic than other markets. Customers are not only looking for useful or efficient product, but for quality, scarcity and well-valued products. Noriaki Kano and its studies on a product’s characteristics allows us to understand widely the customer’s satisfaction. However, in the luxury market, this satisfaction seems to be more complicated to implement. A Micro economic analysis of the luxury market helps us to understand specificities of the market, and ways to improve a luxury product’s value.

The aim of this review is to provide insights to the usage of Kano-model and innovation product development, and at the same time, answer to the research question “How customer needs can be identified by using Kano-model for innovation product development?” The research is conducted by reviewing existing literature on Kano- model and innovation product development (IPD). The relevant literature used for this research is conducted by utilizing the databases of Halmstad University and Google Scholar. A model for customer needs identification by using Kano model for Innovation Product Development (IPD) was constructed based on the reviewed theories. In addition, a general recognition for the term of IPD was acknowledged.

With the growing importance of e-learning and increased competition among e learning providers, website designers must cater to users' needs more accurately. Interfaces need to provide the features users demand to experience an optimal learning environment. This empirical research investigates whether the function of specific e learning features are either basic, performance related, indifferent, or attractive. The Kano model is applied to examine the impact of 73 e learning features on satisfaction. 1,034 completed questionnaires from an online survey distributed to economics and business students are the basis for the assignment to the Kano factors. Results show that among others, basic features include learning statistics, sample exams, and videotaped lectures. Educational videos are seen as an attractive factor. In terms of different groups of learners, findings confirm that Bachelor students are more demanding than Master and Doctoral students. Additionally, importance ratings allow recommendations for an implementation sequence for the features examined.

The e-commerce has increased over the last decades, and this have indicated a change in the booking behaviour within tourism. The change within the tourism business is almost completed to go from offline to online services. This has developed a new form of companies; the online travel agencies (OTAs). As this change has been developed, not all customers is aware of the function of the OTAs. The purpose of this study is to investigate the role of the Kano Model when a third party is involved in the sales through a case study of three OTA sites. This study provides a content analysis with gathered customer reviews. The main findings of this study indicate that the five quality elements of the Kano model may be interrupted by a third party. The customer satisfaction of the OTAs can be decreased by factors that they are not able to control.

By applying the Kano Model on mobile payment, the paper aims at giving an overview on thebasic, performance and excitement requirements that affect customer satisfaction. In this paper,mobile payment customer requirements are compared to former research conducted onpayment methods in general. Furthermore, each requirement is divided into two parts focusingon Business-to-Customer and Business-to-Business aspects. The findings of the paper werethat while there is still some overlapping between general payment method and mobile paymentmethod requirements, some requirements such as security, fake-proof nature, reputation andreliability of the method has transformed and became more important. Furthermore, due totechnological advancements new customer requirements occur.

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.