... the characteristics that satisfy consumers. Design/methodology/approach The approach was based on the integration of the Kano model with SERVQUAL, adapted by the satisfaction equations of Albuquerque et al. (2022) and fuzzy systems theory. Through this, it was possible to infer which attributes influence...

... satisfaction. Design/methodology/approach Through a literature review and interviews with health professionals and patients, 20 attributes of digital health services provided in Italy have been identified. User satisfaction with these attributes has been evaluated by adopting the Kano model’s continuous...

... complexities for providers and patients. This study sought to identify key determinants of patient service quality in wound care. Design/methodology/approach Patients at the wound care/ostomy clinic (WOC) in a rural hospital were surveyed using the Kano model. The Kano model enables the categorization...

...Arash Shahin; Ali Nourmohammadi Purpose This paper aims to revise the ideal ratio for selecting new products based on their qualitative analysis of desired/undesired functions. Design/methodology/approach The Kano model has been integrated with the ideal ratio to select and prioritize...

.... Design/methodology/approach This research is based on quantitative and qualitative data collection. Quantitative data were collected through two questionnaires; the first is based on ranking data: 192 responses and the second on the Kano model: 46 responses. The qualitative data was obtained through 10...

... and the interrelationships between CRs and PDCs have been determined and classified using the Kano model. The PDCs have been prioritized based on the classic HoQ and the revised HoQ. Finally the results have been compared and discussed. The television design of Entekhab Industrial Group, the largest producer of home...

.../methodology/approach Customer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses. Findings Results show which banking services provided for business internationalization...

... 06 2020 20 06 2020 © Emerald Publishing Limited 2020 Emerald Publishing Limited Licensed re-use rights only Value of products Cost-benefit ratio Prevention costs Appraisal costs Failure costs Kano model In a competitive market system, success in businesses...

.... Design/methodology/approach The proposed procedure is based on divergent and convergent approaches to innovation. Ideas are generated and captured using targeted questions and subsequently evaluated using modifications of the Kano model and failure mode and effect analysis (FMEA). Idea evaluation...

...) method (Fargnoli and Sakao, 2017). This tool was augmented: by the Kano model (Kano et al., 1984), which allows a better understanding of CRs (Wang and Ji, 2010 ; Suef et al., 2017); by Thurstone’s Law of Comparative Judgments (LCJ) (Thurstone, 1927), which aggregates multiple...

... requirements have been separated and reclassified, and after revising Kano satisfaction and dissatisfaction indexes based on the new evaluation table, the developed Kano model has been examined in the city of Isfahan regarding attributes of candidates in the presidential election of 2013. Findings...

...Susanne Gustavsson; Ida Gremyr; Elisabeth Kenne Sarenmalm Purpose – The purpose of this paper is to study how an account of multiple patient roles when using the Kano model in healthcare improvements can support identification of a wide range of patients’ needs. Design/methodology/approach...

... practice to the places that are valued most by their customer. Design/methodology/approach – This study proposes an application of the Kano model with a modified customer satisfaction coefficient (CS coefficient) to effectively prioritize thousands of action items for a wafer fabrication...

...; prioritize improvement of service through the Kano model; and, guide and develop educational services by incorporating the Voice of the Customer through the QFD. Design/methodology/approach After having derived the findings from the application of the SERVQUAL, the Kano model and the Quality Function...