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Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach

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  • Lin, Shu-Ping
  • Yang, Chen-Lung
  • Chan, Ya-hui
  • Sheu, Chwen

Abstract

Service and product quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Several studies have applied the dummy variable regression method to recognize those product and service attributes that contribute more significantly to customer satisfaction. All attributes are classified into three quality factors (basic, performance, excitement) with each factor having different implications for customer satisfaction. This project proposes a moderated regression approach that corrects the flaws of the dummy regression method and produces more accurate attribute classification. The proposed method was validated using data collected from an online tax declaration service.

Suggested Citation

  • Lin, Shu-Ping & Yang, Chen-Lung & Chan, Ya-hui & Sheu, Chwen, 2010. "Refining Kano's 'quality attributes-satisfaction' model: A moderated regression approach," International Journal of Production Economics, Elsevier, vol. 126(2), pages 255-263, August.
    • Handle: RePEc:eee:proeco:v:126:y:2010:i:2:p:255-263
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    References listed on IDEAS

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    Cited by:

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    2. Chen, Li-Fei, 2012. "A novel approach to regression analysis for the classification of quality attributes in the Kano model: an empirical test in the food and beverage industry," Omega, Elsevier, vol. 40(5), pages 651-659.
    3. Lee, Ching-Hung & Li, Li & Li, Fan & Chen, Chun-Hsien, 2022. "Requirement-driven evolution and strategy-enabled service design for new customized quick-response product order fulfillment process," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    4. Baier, Daniel & Rese, Alexandra, 2020. "How to increase multichannel shopping satisfaction? An adapted Kano based stage-gate approach to select new technologies," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    5. Chen, Li-Fei, 2014. "A novel framework for customer-driven service strategies: A case study of a restaurant chain," Tourism Management, Elsevier, vol. 41(C), pages 119-128.

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