Abstract
This paper conducts a comprehensive study on how to apply the Kano model series to identify the influence of different quality attributes on customer satisfaction in NPO products through investigating the medical garment provided by an NPO. Eleven quality attributes are identified for the medical garment products and the classification and prioritisation of the quality attributes are realised through incorporating the basic Kano model, the CS coefficient matrix and continuous analysis. The results of this paper contribute to both the existing literature and practical management.
| Original language | English |
|---|---|
| Pages (from-to) | 517-535 |
| Number of pages | 19 |
| Journal | Total Quality Management and Business Excellence |
| Volume | 21 |
| Issue number | 5 |
| DOIs | |
| Publication status | Published - 1 May 2010 |
Keywords
- Customer satisfaction
- Kano model
- NPO
- Quality attribute
ASJC Scopus subject areas
- General Business,Management and Accounting