Illuminating the Kano Model with a Case Study

Abstract

The Kano Model is a well-researched approach to rating the attributes of products and services. However, much of the research available consists of research conducted to identify attributes for products and services and evaluations of the Kano Model with other approaches. This paper seeks to study the analysis of Kano Model results. This paper uses a case study of the analysis of Kano Model survey results from a survey conducted only to gather data for the analysis. The data was analysed using a spreadsheet with formulas to perform the necessary calculations. Attributes were rated using Kano Model criteria. Several results were tied and an attribute was rated as indifferent, even though many respondents viewed the attribute as must-be or attractive, indicating a need to refine Kano Model evaluation criteria.