Kano Model as an Instrument of Total Quality Management

Manuela Ingaldi , Marta Kadłubek , Szymon Dziuba

Abstract

Product design which takes into account all of its important characteristics, production of that product according to the design and customers’ requirements is a process that requires a lot of attention. The Kano model which is one of the instrument used in TQM can be very useful in such occasions. It allows to find connection between the development of product’s characteristics and the level of customers’ satisfaction. Customers in a properly constructed questionnaire indicate the level of satisfaction or dissatisfaction, in case of presence and absence of different characteristics. It allows to indicate the characteristics that are necessary in the product (must be quality), those whose level of satisfaction affects the level of their satisfaction (one-dimensional quality) or the ones that the customers do not want (reverse quality). The Kano model can be used both during design and evaluation of the quality of various products and services. The purpose of the paper is to evaluate the quality of the service of chosen e-shop on the basis of the customer feedback with use of the Kano model. The customers who made shopping in the research e-shop were asked to fulfil the survey with 28 different statements. According to customers' answers all these attributes were divided into the three groups: "must-be's" (17 attributes), "one-dimensional" (10 attributes) and "attractive" (1 attribute). An important recommendation for the enterprise is to care for "must be" attributes because they determine popularity of the shop.
Author Manuela Ingaldi - Czestochowa University of Technology (PCz)
Manuela Ingaldi,,
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, Marta Kadłubek
Marta Kadłubek,,
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, Szymon Dziuba (EaE / IES / DLaC)
Szymon Dziuba,,
- Department of Labor and Capital
Pages149-156
Publication size in sheets0.5
Book Okręglicka Małgorzata, Korombel Anna, Lemańska-Majdzik Anna (eds.): Proceedings of the 2nd International Conference Contemporary Issues in Theory and Practice of Management 2018. CITPM 2018, CITPM, no. 2, 2018, Politechnika Częstochowska, Wydawnictwo Wydziału Zarządzania Politechniki Częstochowskiej, ISBN 9788365951120, 713 p.
Keywords in EnglishKano model, product management, quality, satisfaction, service
Languageen angielski
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Score (nominal)20
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