| Author | Dharmerathne, Balasooriya Rallage Yasara |
| Note | A thesis submitted in partial fulfillment of the requirements for the
degree of Master of Engineering in
Industrial and Manufacturing Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | Kano Model is a well-known qualitative tool to determine customer satisfaction for product attributes. Even though throughout the years most researchers have focused on increasing the accuracy of Kano model there still exist certain uncertainty about the accuracy of final result outcome. Kano model was developed based on the assumption that the five response statements used in the questionnaire are not equidistant on a scale. The words “Like” and “Dislike” have been considered to be very strong positive and negative responses while the words “Can live with it” and “Must-be” have been considered to be very weak responses and therefore have been clustered with the word “Neutral”. In practice, “Can live with it” and “Must be” might not be weak as thought. This study investigates further what customers usually think when they are answering the Kano questionnaire. A Kano survey on smart phones was conducted in this study using both Kano and Likert scale to identify exact thoughts of customer on Kano wordings. The results show how respondents consider “Must-be” and “Can live with” to be valid strong responses that should not lie very close to “Neutral”. This find out supports the need for the modification of the evaluation table. Based on an analysis of customer response pattern traditional Kano wordings were altered to much more clearer set of wordings and Kano graph is modified, so that it would reflect customer thoughts much more clearly and accurately. Relative to these initial theoretical changes Kano categorization using evaluation table is also revised and reformed. Case studies were carried out to prove how these changes to Kano model identify customer requirements much more clearly than it has done before. |
| Year | 2018 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Microelectronics (ME) |
| Chairperson(s) | Pisut Koomsap; |
| Examination Committee(s) | Huynh Trung Luong;Bohez, Erik L. J. ; |
| Scholarship Donor(s) | AIT Fellowship; |
| Degree | Thesis (M. Eng.) -- Asian Institute of Technology, 2018 |