Kano Model

Open Access Article

1 - Comparative Study of Factors Affecting on Customer Satisfaction in Public and private banks (Case Study: Meli and Eghtesad Novin Banks)
mehdi badpa

In today's competitive world, customer satisfaction and customer retention are very important. For this reason, different models have been designed to measure customer satisfaction, since every industry has its own needs, Customer satisfaction models need to be localize More

In today's competitive world, customer satisfaction and customer retention are very important. For this reason, different models have been designed to measure customer satisfaction, since every industry has its own needs, Customer satisfaction models need to be localized according to the needs of each sector and industry. In this study, the Factors Affecting on Customer Satisfaction in Meli and Eghtesad Novin Banks have been identified and with using the Kano model, these factors are divided into three categories: Basic Quality, Performance Quality and Excitement Quality. The study population consisted the customers of Meli and Eghtesad Novin Banks and the sample size for each bank was 384 that was selected by Simple random Methodology. The reliability of the questionnaire was calculated through Cronbach's alpha equal to 0.942 for the Meli Bank and 0.875 for the Eghtesad Novin Bank. The results showed that from the viewpoint of the clients of both banks, the low commission rate and the cost of doing banking services are Basic requirements, Appearance adornment and Branch Welfare Facilities, Having branches to serve outside office hours and Expansion of electronic banking services are Performance requirements. Also, uniform staff coverage has been identified as one of the Excitement requirements and Customers are indifferent to offer specific services to specific customers. Based on the results of the research for Eghtesad Novin Bank clients, Timely accountability of Head and staff of the bank as well as Customer protection policies were a Performance requirement, Bank loan terms Such as how to pay, interest rate, time of payment, etc. were identified as Basic needs and they were indifferent to the profits of investment deposits. Whereas For the Meli Bank clients, Timely accountability of Head and staff of the bank was a Basic requirement, the profits of investment deposits was a Performance requirement, Customer protection policies was a Excitement requirement and they were indifferent to the Bank loan terms Such as how to pay, interest rate, time of payment. Manuscript profile

Open Access Article

2 - Evaluation Customer Satisfaction Level of After Sell Service in Saipa Co. With Use the Kano Model
H. Vazifehdust P. Attaolahi

Today all the efforts that companies make to increase the quality of their products and obtain a competitive edge is to retain their customer which is other words means loyal customer. This goal is importance for car manufacturing companies and is achieve More

Today all the efforts that companies make to increase the quality of their products and obtain a competitive edge is to retain their customer which is other words means loyal customer. This goal is importance for car manufacturing companies and is achieved through departments of the company that have direct contact with the customers. Sales representatives and after sales services carry out this obligation in near and far cities. The goal of this research is to recognize and prioritize factors that effect customer satisfaction regarding after sales services using theKANO model. (kano model is one that is based on customer needs or in other words quality characters of products are divided into: (Fundament requirement, Performance and Motivational) Current research because of type of functionality, description and domain is carried and in two phases. In the first phase based on different resources a questionnaire was designed and extracted. In the second phase after distribution of 384 people who had bought, Zantiya, Maxzima and Rio in the city of TEHRAN based on the sampling method were taken from 100 dealer ships. The findings of this research determine the effective factors on customers from its after sales services based on on KANO model. Furthermore, it categorizes the effectiveness of each factor based on a percentage system as follows: Motivation requirementsPerformance requirementFundamental requirement   Manuscript profile

Open Access Article

3 - The Model for Assessing and Prioritizing Effective Requirements in Marketing and Augment of Tax-payer satisfaction in National Tax Administration of Iran
H. Nezakati Alizade, R. Golzar Adabi

In this research for the first time in Iran; we try to distinguish effective factors of customer satisfaction by prioritizing requirement of the tax organization with the use of Kano and SERVQUAl models. We determine that the tax is the most important finance More

In this research for the first time in Iran; we try to distinguish effective factors of customer satisfaction by prioritizing requirement of the tax organization with the use of Kano and SERVQUAl models. We determine that the tax is the most important finance policy instrument to achieve economic growth social equity and regulation of many economic sectors. The last experiences of the tax system in Iran and other countries indicate that customer cooperation is the most effective way to achieve the goals of tax organization in every country. In this research, by use of three hypotheses exploratory research project; surveying research and accidental sampling the necessarily statistical information of 297, people from the north, south, west, and east tax administrations was collected by the reliable method (standard, approved by supervisor and advisor) and a valid questionnaire (by use of Cronbach alpha indication with the result of 85 percent). The achieved results indicate that prioritizing the tax organization is based on SERVQUAL factors (reliability, responsiveness, tangible, assurance, empathy); Kano model (basic, performance, attractive requirement), and the integration model. Manuscript profile

Open Access Article

4 - factors in the development of urban tourism IdentifyEffectiveWith emphasis on Tourists Satisfaction (Case study: nourabad Mamasani)
Keramatallah Zayyari Saeid Amanpour Mohammad Reza Amiri Fahlyiani

As the tourism market becomes increasingly competitive, the importance of customerretention has also increased. Considering that Satisfaction of tourists is one of the importantcompetitive factors and best indices is considered for Guarantee earnings growth. Any size of More

As the tourism market becomes increasingly competitive, the importance of customerretention has also increased. Considering that Satisfaction of tourists is one of the importantcompetitive factors and best indices is considered for Guarantee earnings growth. Any size ofsatisfaction tourist and expectations of tourist be provided to the same amount perform attracttourists and development of tourism. The goal of this research is to analyze and evaluate thesatisfaction level of tourists Entered to the Noorabad city in timeframe March 2012 and april2013. Research Methodology is Descriptive analysis and data collection based on librarystudies and preparing the tourists entering to the city is Nurabad. In order to measure andevaluate the satisfaction of patients respond Kano model analysis of 16 factors in threecategories of basic needs, and Attractive and function is used. Statistical community included381 tourists as people were selected and the results obtained from the study indicate thattourists visiting the city Nurabad the Attractive needs of his, such as the sense of hospitalityof the people by a factor of (0/746) highest satisfaction have. The least satisfaction touristsfrom tourist status to provide for their basic needs such as quality residence amenitiessatisfaction index (0/411) and functional needs such as traffic rules and regulations with theconsent rate (0/453), respectively. Manuscript profile

Open Access Article

5 - Municipal Performance Evaluation with Emphasis on Satisfaction of Residents with Urban Services Using the Kano Model (Case Study: Municipality of District 1 in Shiraz)
Karmat Allah Ziyari Leila Mohammad Kazem Abadi Hamideh Zaimi Mohammad Ali Khanizadeh

10.30495/jest.2021.30615.3899

Background and Objective: Citizens' satisfaction is one of the main means of measuring the performance of municipalities today. Therefore, in this paper, it will be tried to use the citizens' opinions to measure their satisfaction with the performance of the municipalit More

Background and Objective: Citizens' satisfaction is one of the main means of measuring the performance of municipalities today. Therefore, in this paper, it will be tried to use the citizens' opinions to measure their satisfaction with the performance of the municipality of Shiraz, district 1, so that, by recognizing the weakness and weakness of the municipality's performance, there are solutions to improve the performance The organization provided increased citizens' satisfaction. The main purpose of this project is "to investigate the extent and factors affecting the satisfaction of citizens of Shiraz from the services provided by the Shiraz municipalityMaterial and Methodology: This research was applied in terms of its descriptive-analytical nature and survey type using questionnaire tool. Reliability of the research tool was based on Cronbach's alpha coefficient for Cano questionnaire (0/70). Data were then analyzed using spss software.Findings: The results of the Chi-square test showed a moderate to high satisfaction rate of 70.82. Also, the results of the Chi-square test showed that men had less satisfaction than the performance of the municipality, and each level of education and age increased Satisfaction was lower, and satisfaction of staff and students was also lower than other jobs. Also, the results of the Kano test showed that the level of satisfaction of citizens (basic needs with satisfaction coefficient (0.35) at low level and functional needs with satisfaction coefficient (584 / 0) is at a moderate level and emotional needs are at a higher level with a coefficient of (723/0).Discussion and Conclusion: Due to the low quality of services provided in the basic needs which are considered to be the intrinsic duties of the municipality, this has had a negative effect on the behavior of the landlords, especially in participating in urban activities. Manuscript profile

Open Access Article

6 - The Analysis of factors determining the visitor satisfaction- A case study in Qom
Hasan Mafi Foroutan mojtaba javdan

Regarding the placement of Masumeh's Holy Shrine and the sacred mosque of Jamkaran at Qom city, it considered to be the most important Shia religious center and the second largest pilgrimage center in the country. Furthermore, situated this city on the intersection of c More

Regarding the placement of Masumeh's Holy Shrine and the sacred mosque of Jamkaran at Qom city, it considered to be the most important Shia religious center and the second largest pilgrimage center in the country. Furthermore, situated this city on the intersection of communication routes of 17 provinces, it is the most important focal point of transportation network in Iran. Hence, identifying influential factors that increase satisfaction of visitors by meeting the expectations of them will usually help to attract more tourists and subsequently increase the length of residence. The current study is an applied research in terms of time, nature and descriptive-analytical method. The statistical population of the study is visitors entering Qom in summer 2017, in which 384 individuals were selected as sample of analysis. In order to analyze the data and evaluate satisfaction of visitors, each element of the urban tourism product (primary, secondary and lateral) is classified and analyzed based on the Jansen-Verbeke’s Structure of Urban Tourism in the categories of basic, functional and motivation needs of the Kano model. The results of this study shows that the most important satisfaction priorities in the functional requirements group are respectively friendly behavior of mutual respect, responsiveness and hospitality of the people and diversification into the attractions of urban tourism (complementary to pilgrimage and religious tourism), and the most important priorities in the motivational requirements group participate in evening events and nightlife and the presence of road signs in the city, providing maps and brochures to tourists Manuscript profile

Open Access Article

7 - Kansei Approach Implementation and Customer Satisfaction Model in Order to Improve Product Quality (Case Study: Arghavan Washing Powder)
Zahra Esfandiari Taghi Torabi

Understanding and diagnosing of users’ requirements are critical key factors for the process of design and the development of products among different ways of recognizing needs and prioritizing them. Current research attempts to understand, categorize and prioriti More

Understanding and diagnosing of users’ requirements are critical key factors for the process of design and the development of products among different ways of recognizing needs and prioritizing them. Current research attempts to understand, categorize and prioritize customers’ emotional needs through the combination of Kansei engineering method and Kano model and suggests new approach to gain more customer satisfaction with regard to Arghavan washing powder.  In order to achieve this target, we recognized customers’ emotional needs and subsequently used Delfi method for screening Cansei terms. Afterwards, using the Kano model, Kansei lexical words were screened and categorized in four Kano categories. Then using ANP method, the lexical words which had the highest rank and weight based on Pareto method were selected. Afterwards, design of washing powder were made based on lexical words which had the highest rate and weight based on Pareto method, and finally finished products delivered to users. Subsequently, the best design was identified based on consumers’ opinion subject to Kansei methodology Manuscript profile

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