Customer Satisfaction model
(Kano)

ナレッジセンター

   

測定の顧客の幸福。 KanoのCustomer Satisfaction modelの説明。 (「84)

目次

  1. 要約
  2. フォーラム
  3. ベストプラクティス
  4. Expert Tips
  5. リソース
  6. 印字

Kanoの顧客満足モデル

顧客満足モデルは何であるか。 記述

n. Kanoからの顧客満足モデルは顧客の幸福の測定に使用することができる質の経営およびマーケティングの技術である。


Kanoの顧客満足のモデルは最初の3実際に影響の顧客満足質の属性の6つの部門を区別する:

  1. 基本的な要因。 (Dissatisfiers。 。持たなければならない) -達成されれば達成されなければ不満を引き起こす最低の条件により、顧客満足を引き起こさないが(または超過される)。 顧客は前提条件とこれらをみなし、許可されるのためのこれらを取る。 基本的な要因は市場の記入項目「境界」を確立する。
  2. 興奮は考慮する。 (Satisfiers。 魅力的。) -提供されなければ渡されたら引き起こさない不満を顧客満足を高めるが、要因により。 これらの要因は顧客を驚かし、「歓喜」を発生させる。 これらの要因を使用して、会社は肯定的な方法で競争相手と実際にそれ自身を区別できる。
  3. 作業率。 パフォーマンスが低ければパフォーマンスが高ければ満足を引き起こす要因により、および不満を引き起こす。 ここに、属性のパフォーマンス全面的な満足は線形および対称的である。 普通これらの要因は顧客の明確な必要性に直接接続され、欲求および会社は競争であることをここに試みるべきである。

Kanoが述べる付加的な3つの属性は次のとおりである:

  1. 無関心な属性。 顧客はこの特徴を気遣わない。
  2. 不審な属性。 それはこの属性が顧客によって予想されるかどうか明白でない。
  3. 逆の属性。 この製品の機能の逆は顧客によって予想された。
     

顧客満足モデルの起源。 歴史

顧客満足の分析の方のアプローチはKANO、n. SERAKU、n.、TAKAHASHI、f.及びTSUJIのS.の(1984年の)魅力的な質によって記事で最初に出版され、質、Hinshitsu (質、Quality, the Journal of Japanese Society for Quality Control)、14、PPなである。 39-48。


顧客満足モデルの使用法。 適用

明らかな質経営およびマーケティングの使用法のほかに、Kurt Matzler、Matthias FuchsおよびAstrid Schubertは彼らの記事ので「従業員の満足疑問に思う: するKanoのモデルを適用するか」。 顧客満足の要因のKanoのモデルが従業員の満足を記述してまた関連しているかどうか(Total Quality Management & Business Excellence、11月12月2004年)。 従業員が内部顧客として感知することができるので。 彼らはKanoの理論が実際内部顧客の分析のためにまた使用可能であるという結論に達する。


顧客満足のステップは模倣する。 プロセス

Kanoは他の3つの付加的な要因と同様、基本的な、パフォーマンスおよび興奮の要因を識別するためにアンケートを開発した。

  1. 顧客が5つの方法の1つで答えることができる組の質問各製品の機能のために作り出される。
  2. 最初の質問はプロダクトがその特徴(機能質問)を示せば顧客の反作用にかかわる;
  3. 第2質問はプロダクトがこの特徴(正常に機能しない質問)を示さなければ顧客の反作用にかかわる。
  4. 答えの結合によってすべての属性は6つの要因に分類することができる。

Customer Satisfaction Model フォーラム
  30 Elements of Customer Value (Bain)
Marketers have generally spent much time and effort on the pricing side of the value equation, because it is the easier part. Given the psychological complexity and analytical difficulty, few studi...
     
 
  How to Trigger Customer Satisfaction - Variables
Customer satisfaction is a critical marketing construct and involves customer relationship and conflict resolution. According to Fill (2011), the relationship with customers and assisting them in resolving any ambiguity experienced by them in ...
     
 
  Customer Service Dynamics in the New Economy
In the present economy, organizations must conform to the increased standards of customer service. The consumers voice is loud and clear; they are exercising their rights, scrutinizing service, and methodically patronizing businesses that offer a di...
     
 
  What are your Customers' Needs? Really?
Customer Behavior Approaches
There are many approaches towards analyzing customer needs, customer satisfaction, customer behavior and customer experiences. They range from market data analysis and conjoint analysis to
     
 
  Measuring Client Happiness
How can we measure client happiness?...
     
 
  Assessing Employee Satisfaction with Kano
The article mentions that the Kano model can also be used to assess the satisfaction of employees (internal customers). How could a school administration assess the individual needs of their employees?...
     
 
  Kano's Original Paper
I've been searching for the original article, published in 1984. However, the last update of the journal web page is from 2002, and I didn't get any response to the mail I sent them one year ago.
I'm interested in the Kano's Q Statisti...
     
 
  Alternate Methods to Measure Customer Satisfaction
Are there any other approaches to measuring customer satisfaction or client happiness?...
     
 
  Other Attributes of Features of a Product or Service
Kano model basically provides very good direction on features which must be there, must not be there or could be there.
There is another kind of attributes of features that also can be used while selecting and deciding on product features.
...
     
 
  Dynamic Changes in Customer Expectations
Customers' expectations change rapidly and vary with demographic sets. How can any delivery mechanism of products and services meet the altered level of expectation at the time and point of delivery? Since the customer believes firmly that the...
     
 
  Using Kano Model for Strategic Planning
The Kano model can be used to find a new direction, so it can also be used as a method for defining a new strategy....
     
 
  Kano Model and New Products
Can you use the Kano model when testing new concepts among opinion leaders in a market research exercise? I.e. is it just suited for testing customer satisfaction for existing products/ services?...
     
 
  Customer Satisfaction as Research Driver
Customer satisfaction survey results should help in improving satisfaction and also in generating more revenue, for additional cost on research and development is minimized. By allotting priorities as per this on research directions, organizations ca...
     
 
  Customer Satisfaction and Competitive Advantage
What is the role of customer satisfaction in gaining a competitive advantage?...
     
 
  Research Software Development Industry?
What possible research ideas can be found regarding the applications of customer satisfaction model in the software development industry to maintain customer retention....
     
 
  Valid for HR Recruitment also
The same model could be applied by HR to recruit and mantain the best talents in you company....
     
 
  How to Design a Generic Model Serving Unique Customers?
As far as I know, every customer is different. How can we design a model which has a more generic approach irrespective of demographic and geographic differences?...
     
 
  Software for Measuring Customer Satisfaction
What kind of software do you require to work on a CSM survey using Kano's model?...
     
 

Customer Satisfaction Model 特別興味グループ


特別興味グループ

Customer Satisfaction Model 教育とイベント


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ベストプラクティス - Customer Satisfaction Model プレミアム
  What is Customer Satisfaction? Definitions
Customer satisfaction (CS) is the state at which the requirements are fulfilled in a way that meets the expectation of them and the after sales services are taken care of....
     
 
  Overall Satisfaction in Customer Satisfaction Questionnaire?
Should we have a question capturing "overall satisfaction" in a survey form, apart from individual product/service attribute rating? If required, what is the additional value?...
     
 

Expert Tips (ENG) - Customer Satisfaction Model プレミアム
 

Advantages of Kanos Model

The advantages of classifying customer requirements by means of the Customer Satisfaction Model of Kano are as follows:
- Product requirements ar...
Usage (application)Classifying quality attributes
 
 
 

Importance-Satisfaction Model

Kanos model has a deficiency in that the degree of importance of quality attributes is neglected. As the degree of importance is a critical dimension...
Usage (application)Classifying quality attributes
 
 
 

A Closer Look Into Customer Value

It is often argued that customer value is required for staying competitive and successful as organization. But in what ways can customer value be a cr...
Usage (application)Customer Value Analysis, Strategic Marketing, Innovation Strategy
 
 
 

Classifications of Human Needs (Employees, Consumers)

One of possible ways to classify human (employee, consumer) needs is to break them down into:
- Biogenic Needs (essential, inherent certain eleme...
Usage (application)Motivation, Marketing, Human Needs
 
 
 

Approaches to Understand your Customer's Needs

In order to transform your customers experience and to better understand your customers needs, it is helpful to construct a hypothetical c...
Usage (application)Customer Targeting, Customer Needs Identification, Customer Behavior
 
 
 

Why are Brands Often So Similar? Understanding Brand Similarity/Parity

Despite of the efforts of companies to differentiate their brand from other brands, in many product categories a high level of brand similarity/brand ...
Usage (application)Branding, Brand Management, Brand Parity, Brand Similarity, Know Model, Brand Differentiation
 
 
 

Relation Between Employee & Customer Satisfaction

Some investigations have shown an explicit realtion between employee and customer satisfaction:
- As an example, a study at Sears Roebuck & Co. s...
Usage (application)Why Employee Satisfaction Matters for Customer Satisfaction
 
 
 

Extreme Customer Trust as a Source of Competitive Advantage

Many companies are already highlighting the importance of trustworthiness by setting and sustaining honest prices and providing reasonable services. A...
Usage (application)Competitive Advantage, CRM, Customer Loyalty, Customer Intimacy
 
 

リソース - Customer Satisfaction Model プレミアム
 

ニュース

satisfaction Kano
     
 

ニュース

customer Kano
     
 

動画

satisfaction Kano
     
 

動画

customer Kano
     
 

プレゼンテーション

satisfaction Kano
     
 

プレゼンテーション

customer Kano
     
 

もっと

satisfaction Kano
     
 

もっと

customer Kano
     

Customer Satisfaction modelをと比較した:  SERVQUAL  |  Relationship Marketing  |  Customer Relationship Management  |  操作上CRM  |  Two Factor Theory  |  Total Quality Management  |  Quality Function Deployment  |  Hierachy of Needs


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