Requirements classification in Kano Model – from strict categories to satisfaction and dissatisfaction potential

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F24%3A00012721" target="_blank" >RIV/46747885:24310/24:00012721 - isvavai.cz</a>

Result on the web

<a href="https://www.tandfonline.com/doi/epdf/10.1080/14783363.2024.2370470" target="_blank" >https://www.tandfonline.com/doi/epdf/10.1080/14783363.2024.2370470</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1080/14783363.2024.2370470" target="_blank" >10.1080/14783363.2024.2370470</a>

Result language

angličtina

Original language name

Requirements classification in Kano Model – from strict categories to satisfaction and dissatisfaction potential

Original language description

Many approaches to requirements classification in the Kano model use strict categories defined in the past – attractive, onedimensional, must-be, indifferent, and reverse. This study aims to design a user-friendly tool for a relatively accurate understanding of the impact of customer requirements fulfillment on satisfaction and dissatisfaction. To date, no study has been published that systematically integrates the satisfaction and dissatisfaction effect of requirements without the need to specify categories of requirements. The proposed approach is based on defining the satisfaction potential (SP) and dissatisfaction potential (DP) of each requirement. Curve shapes for all valid categories in the 5 × 5 Kano evaluation sheet were used to determine SP and DP. At the same time, a new Kano evaluation sheet was designed containing predefined SP and DP values, which allow easier classification of requirements. A case study of requirements on restaurant services was used to validate the new approach. Results show higher accuracy and simplicity of the approach.

Czech name

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Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2024

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Total Quality Management & Business Excellence

ISSN

1478-3363

e-ISSN

—

Volume of the periodical

35

Issue of the periodical within the volume

11-12

Country of publishing house

GB - UNITED KINGDOM

Number of pages

21

Pages from-to

1418-1438

UT code for WoS article

001263572800001

EID of the result in the Scopus database

2-s2.0-85197680655