| Autor: |
LYSÁ, Ľudmila, LISNÍK, Anton, JENČO, Michal, DROPPA, Milan |
| Předmět: |
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| Zdroj: |
Quality - Access to Success; Dec2017, Vol. 18 Issue 161, p103-108, 6p |
| Abstrakt: |
The paper characterizes basic aspects of determination and measurement of customer satisfaction with emphasis on Kano Model application. Kano Model divides customer requirements into three main and additional forms. Main requirements include requirements of "must-be" type, then "attractive" and "one-dimensional" ones. The second category includes requirements marked as "indifferent" which can be understood as unfilled and the last group is presented by "reverse attribute". Kano Model was used to identify customers' requirements in a selected service company with the aim to increase their customers' satisfaction and guarantee growth of their competitiveness and market stabilization. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Supplemental Index |
| Externí odkaz: |
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