Search results for " Kano Model"
showing 6 items of 6 documents
How to build an e-learning product: factors for student/customer satisfaction
2013
Abstract The increasing use of web technologies has changed the way business is done, including in the field of education. In the last decade, the development of electronic learning ( e-learning ) systems became crucial to meet students’ demand. In this study, we adopt a relationship marketing perspective and apply the Kano Model to propose a way to build a non-academic e-learning course that can achieve student satisfaction. We measure the relevance of e-learning requirements from university students’ perspective to identify their expectations about e-learning courses and obtain relevant characteristics that can help to plan an e-learning product capable of achieving high customer satisfac…
Designing a mobile app for museums according to the drivers of visitor satisfaction
2013
The aim of this study is to identify the key factors as antecedents of visitor satisfaction for the design of a mobile app for museums. To our aim we use the Kano model that allows to categorize service attributes according to how they are perceived by customers and to estimate their impact on customer satisfaction. We collected qualitative data trough 300 questionnaires administered to tourists visiting the Sicilian cities of Palermo and Trapani over a period of 3 months (October- December 2012). The results of our analysis can be relevant for museum and public managers to plan strategic and operative activities, for researcher in the field of touristic marketing, for application developer…
Click and drive: Consumer attitude to product development: Towards future transformations of the driving experience
2016
Purpose – The purpose of this paper is to supply indications that may be useful in the process of development of new products that fully exploit the value potential of Internet of Things (IoT) technologies in the automotive industry. To this aim, the authors investigate how applications of the IoT to smart vehicles are perceived by consumers and describe different ways to increase their satisfaction. Design/methodology/approach – After a literature review focused on IoT and consumer behaviour in the automotive industry, the authors apply the Kano model to find the drivers for achieving customer satisfaction with new product developments in smartcars. Findings – Automotive companies need to…
The drivers of customer satisfaction in the hospitality industry: applying the Kano model to Sicilian hotels
2013
Starting from the assessment that hotels need to embrace a managerial approach oriented towards customer satisfaction, we adopt the Kano model to identify the relevant drivers of satisfaction of hotels guest in the main cities of Sicily, Italy. This study analyzes the customer satisfaction requirements for Sicilian hotels in order to suggest and weigh a set of key attributes that hotel managers need to consider in order to create an attractive offer. We base our analysis on the qualitative data collected through 600 questionnaires submitted to hotel guests of twenty Sicilian three-star hotels located in city downtowns, in different provinces and locations.
An Empirical Investigation of Green Product Design and Development Strategies for Eco Industries Using Kano Model and Fuzzy AHP
2022
Collaboration in green product design and development is becoming more significant to ensure a brighter future for eco industries, and research into such innovation has increased in recent years. So, it has been emphasized by practitioners that green thinking should be adopted from the design stage through the development stage and into the disposal stage of a product. However, it is challenging to identify the severity of strategies that mainly hampers the growth of green product design and development (GPDD). The current research aimed to identify and rank various strategies based on their significant impact on the development of green product design. The study contains three segments: (1…
The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries usin…
2015
The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries’ users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. In the preliminary phase of the research, we conducted both focus groups and individual interviews involving students or researchers who regularly use…