The Use of the Kano Model to Enhance Customer Satisfaction

Organizacija

Južnik Rotar Laura¹  Kozar Mitja² 

[1] Faculty of Business, Management and Informatics, Na Loko 2, 8000Novo mesto, Slovenia;Gorenje, d.d., Partizanska cesta 12, 3320Velenje. Slovenia;

关键词: optimization;    business decisions;    Kano model;    measuring customer satisfaction;   

DOI  :  10.1515/orga-2017-0025

来源: DOAJ

【 摘 要 】

Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances.

【 授权许可】

Unknown