... is subjective. The various authors suggested different quantitative methods to quantify the Kano model (Hussain and Mkpojiogu, 2016) which are discussed in Table II . The Kano model provides solution to identify all the features and requirements of product that influence maximum CS and by working on them...

... they are not expected by customers. In addition to the three main categories of CRs, Kano and his colleagues also proposed three more categories of CRs: © Emerald Group Publishing Limited 2010 Customer satisfaction Customer service management Quantitative methods Customer needs have become...

...; K =the maximum loss if the characteristic deviated from the target value; Process analysis Taguchi methods Function evaluation Quantitative methods U =the upper limit for the acceptable range of a quality characteristic; USL =the upper specification limit; LSL...