engleski

The Kano Model - Difference Between Must Have and Attractive Requirements of Service

The study aimed at finding if Dr. Kano's model can be used as an effective tool in measuring customer satisfaction and service quality, and how useful it could be for service providers. The basics of this model state the differences between must-be and attractive requirements. The research proved that quality assurance should be the focus of service providers who wish to establish themselves on a competitive advantage, compared to others ; and gives evidence for why it is good to be proactive in the market. What does service quality in a restaurant really mean and what are the right strategies for meeting customer expectations is only one of the questions this research paper will answer.

Kano model, restaurant industry, quality assurance

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