Application of Kano Model in Identifying Attributes – A Case Study on School Bus Services
Keywords:
Kano Model, Attribute, Customer Satisfaction, Bus, BhubaneswarAbstract
Now a days use of school buses are becoming more and more extensive. So schools and bus service providers begin to pay more attention to the development of school buses, they need to improve the school buses to meet students' requirements. Analysing the factors which affect satisfaction or dissatisfaction of students and finding ways to improve satisfaction as well as to reduce dissatisfaction is the key. Kano model is used to analyse school buses of DAV, Pokhariput, Bhubaneswar to find out students’ needs and classify attributes of school buses. Three approaches to Kano model are used to categorize the school buses attributes as must-be quality, one-dimensional quality, attractive quality and indifferent quality. By using the rule M>O>A>I, schools and bus service providers could decide the priorities of different attributes to improve satisfaction of students according to the result.
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