AN INTEGRATION OF KANO MODEL AND QUALITY FUNCTION DEPLOYMENT IN MEETING CUSTOMER REQUIREMENTS

This study provides an integration of Kano model and a traditional survey to fulfill customer requirements from both psychological and numerical aspects. Kano model is applied to differentiate customer requirements from psychological aspects, but Likert’s scale used in a traditional survey is to separate the importance among the same psychological customer requirements. Finally, an example is illustrated to show how Kano model and a traditional survey can work together to tackle the same problem