The Kano Model For Customer Satisfaction

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

In the competitive market where corporations vie for customers, customer satisfaction is an integral element of the organizational business strategy. Wal-Mart customers’ satisfaction ratings have powerful effects on the organization’s bottom line. If Wal-Mart’s customer satisfaction rate drops, this tells the organization that there are problems in areas of the organization that affects the customer satisfaction rating. Wal-Mart will have to correct these problems to ensure the organization customer satisfaction rate improves. A drop in satisfaction ratings for the organization affects sales and profit. Wal-Mart always ensures that their customer satisfaction rating is high enough to keep current customers and to attract new customers. Customer satisfaction is the key element of Wal-Mart to exist in this modern day world of business with such a diverse society.

Study indicates that satisfaction basically consists of cognitive and affective variables. Cognitive measures include disconfirmation and expectations (Oliver,1980), also perceived performance (Tse and Wilton, 1998). Other measures include equity and performance (Oliver and DeSarbo,1988), “fairness” (Oliver and Swan,1989), expectancy disconfirmation (Oliver and Burke, 1999), need fulfilment (Oliver, 1995), and price acceptance or desire to pay (Huber et al., 2000). This measurement can lead to the discovery of affective variables by trying to improve satisfaction. There are two affective variables that Westbrook (1987) found. One is positive affect the other is negative affect. He stated that both positive and negative affect are linked to post-purchased word of mouth. Thus, this makes that there’s a relationship between quality and customer

The analysis of variance of regression showing the overall customer satisfaction and its relation with the price gives the following outcome.

Sales take place on facts more readily than on assumptions. Customer satisfaction is also a result of actually delivering value to the customer which he measures by factors like price, delivery and quality. Service is an important feature in any customer relationship and this too is dependant on these reasons that convey a perception of reliability.

To compete now a day’s competitive environment companies have to take a look on customer satisfaction as a high priority because they now a days demands improved products in quality, cost and reliability. And these are the key factors on which the organization must focus on and to consider those key factors, organizations must adopt new approaches of management to gain the satisfaction of customer. We can examine every item in the figure shown below.

Customer satisfaction is the main concern of creating value and competitive advantage(zeithaml,1988;parasuraman,1997). Satisfaction is the feeling of pleasure or displeasure resulting from the comparison of products/services performance in relation to the expectations. Expectation comes from the past buying experience, friends or associates advice etc .The relation between expectation and performance decides the satisfaction ;whether it is high, medium or low.

Customer satisfaction is imperative in management as it helps retain a good relationship with the customer so they will continue

According to Kim and KIm (2009), customer satisfaction is often used to predict the likelihood of customers returning to a restaurant. Some studies (Oh, 2000; Yuksel and Yuksel, 2002), have shown that customer satisfaction is important to food service managers through word-of-mouth leads to repeat patronage, brand loyalty and new customers through word-of-mouth promotion. Another opinion from Kotler and Clarke (1987) define satisfaction as a state felt by a person who has experience performance or an outcome that fulfill his or her expectation. Satisfaction is a function of relative level of experience and perceive performance. When using a dimensions Institutional DINESERV, the satisfaction will strengthen customer loyalty and also improve the dining facility’s status and produce greater

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

When an organization offers better products and services the customer satisfaction would be great with fewer customer complaints. A higher level of customer satisfaction may also lead to increased market share. Customer satisfaction is the organization number one priority which means meeting consumer expectations with continuous customer centered efforts, is one of the most important bases of

Correlation and regression analysis allows us to determine the strength of a linear relationship, the direction of a linear movement, and if a relationship exists between two variables (Donnelly, 2013). In this scenario, a student intern noticed a possible correlation between the customer’s satisfaction and the total amount of the bill. The intern decided to collect 100 customer satisfaction surveys and match each of them with the corresponding total bill. The intern wants to use the collected data to develop a hypothesis, conduct a test for correlation, and develop a prediction equation for customer satisfaction. I will assist the student intern by developing an appropriate hypothesis for the data collected, conducting a test for correlation, developing a prediction equation for customer satisfaction, and analyzing the results to better inform the owners.

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

It is a fact that the main target of any company is to meet the needs of customers. Customers are the main goal as they are the main asset which brings in the profits to companies. As companies do their best to attract as more as possible, and as there is a severe competition among companies to attract customers, researchers also do their best to provide with means to analyze customer needs to help companies meet these needs. One of these models used to identify the needs of customers is the Kano Model. This model helps determine the main needs and the delights customers which the customers expect to find in a product or a service. Therefore, Professor Noriaki Kano could give us a powerful technique to address the issue of needs of customers. According to theory of Kano, the customer satisfaction is not the same as this is proportional to the degree to which the product or service is completely functional. So, the Kano Model and Quality Function Deployment (QFD) helps identify the needs of customer in any of the products or services to determine how to meet such functional requirements. Through this report, I am going to tackle the following tasks.