KANO'S CUSTOMER SATISFACTION MODEL FOR PRODUCT DIFFERENTIATION: AN APPLICATION TO COCKPIT WEATHER INFORMATION SYSTEMS

摘要

In traditional customer satisfaction models often employed in analysis of surveys, interviews, and questionnaires, linearity is assumed between product performance and customer satisfaction. However, product performance does not always mean a proportional increase or decrease in customer satisfaction since this change also depends on the "type" of the expectation. Kano's customer satisfaction model addresses this issue and assigns a specific category to each customer expectation. Based on the classifications of customer requirements, customer-tailored solutions for specific problems can be elaborated. This research, first, develops a method for using Kano classifications for defining products with different features, which may reflect evolution of a life cycle of an advanced information system. It then applies this method to a NASA problem: development of general aviation cockpit weather information systems.