In theory, the integration of Kano Model and SERVQUAL into Quality Function Deployment is to remove the assumption of linear and to offer innovative input. Kano Model characterizes attributes for product or services based on the level of customer satisfaction towards the attributes. Indirectly it can facilitate SEVQUAL to determine level of priority to the improvement process required by the organisation based on certain categories requested, in which this is going towards into the improvement of customer satisfaction. |
