A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from Cooperative Game Theory and Risk Analysis. We use Shapley Value and Attributable Risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancer...

Increasing consideration has been given to Ergonomics in product design since the last several decades. Nowadays, more companies apply ergonomic aspects to their products to fulfill customer requirement and satisfaction of new products development. Customer requirement and satisfaction measurement can be achieved through various methods. This paper presents joining methods of Kano Model and Qua...

Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated wit...

Functional form and dysfunctional form of Kano model are considered as customer need regarding attribute of product. Both functional and dysfunctional forms are: Like, Must-be Neutral, Live-with and Dislike. The answers of customer regarding a product of functional and dysfunctional forms have been applied for selection of customer needs regarding product attribute (Kano evaluation). Filling–up...

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, litt...