THE DESIGN OF PRODUCTS/SERVICES WHICH TAKE CUSTOMER'S PREFERENCES INTO ACCOUNT WITH THE USE OF KANO METHOD

Authors

  • Anna Szeliga – Kowalczyk
  • Anna Łabaza

DOI:

https://doi.org/10.58246/sjeconomics.v22i3.329

Keywords:

Kano, quality, product, design, satisfaction, customer

Abstract

The article presents two-dimensional application of Kano method, which, on the one hand – is used for customer satisfaction surveys, on the other – to determine the individual characteristics of the customer and to refer their importance in the process of product quality perception. In the first part of the article Kano method has been presented in theoretical terms, which makes it possible to implement it in any organization irrespective of the sector or industry.  The second part is a practical example of using Kano questionnaire by one of travel agencies to improve the quality of its services.

Published

2016-10-31

Issue

Vol. 22 No. 3 (2016)

Section

Article

License

CC-By licence - allows a work to be copied, modified, distributed, presented and performance of a work only on the condition that the original author is credited. It is a licence guaranteeing the broadest freedoms for the licensee.