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The Use of the Kano Model to Enhance Customer Satisfaction

Author

Listed:
  • Južnik Rotar Laura

    (Faculty of Business, Management and Informatics, Na Loko 2, 8000Novo mesto, Slovenia)

  • Kozar Mitja

    (Gorenje, d.d., Partizanska cesta 12, 3320Velenje. Slovenia)

Abstract

Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfaction with other models and tools to support development or improvement of a product, or to determine market strategies, is relatively unexplored in the Slovenian sector. This research aims to construct the Kano model in order to enhance customer satisfaction in the case of home appliances.

Suggested Citation

  • Južnik Rotar Laura & Kozar Mitja, 2017. "The Use of the Kano Model to Enhance Customer Satisfaction," Organizacija, Sciendo, vol. 50(4), pages 339-351, December.
    • Handle: RePEc:vrs:organi:v:50:y:2017:i:4:p:339-351:n:4
    DOI: 10.1515/orga-2017-0025
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