The Selection of Classification Methods in Kano Model for Service Industry

Sari, Yenny (2015) The Selection of Classification Methods in Kano Model for Service Industry. In: Proceeding The 12th UBAYA International Annual Symposium on Management. University of Surabaya, Surabaya. ISBN 978-979-99365-9-2

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Kano Model is a model that aims to categorize the attributes of service based on how well the attributes satisfy the needs of customers. Kano model is able to classify the service attributes into three categories, namely Must-be (M), One-dimensional (O) and Attractive (A) categories. The Must-be (M) category is a category that includes a must have attribute, the Attractive (A) category consists of a surprising service attribute to consumers and the One-dimensional (O) category is a category of attribute that the better its quality of fulfillment, the more satisfied of customers’ feeling. In order to get the classification of A/O/M, several methods had been used i.e. Conventional, If-then and Better Worse methods. However, the usage of these different methods generated different categories for the same attribute. Thus, this paper showed a set of researches over six various service industries that used those three classification methods and the comparison among the methods in order to select the most appropriate methods in determining the categories for the service attributes. The result showed that, supported by a statistical testing at significant level 0.10, If-then method is selected as the most appropriate method to classify the Kano category.

Item Type: Book Section
Uncontrolled Keywords: Kano category, classification, service industry
Subjects: Q Science > Q Science (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Yenny Sari 61147
Date Deposited: 29 Apr 2015 08:00
Last Modified: 04 Apr 2018 10:22

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