An integrated approach of Kanos model and Importance-Performance Analysis in identifying key success factors
Year: 2010
Type: article
Abstract: This study proposes perceived ‘Importance-Performance Analysis’ by simultaneously integrating ‘importanceperformanceanalysis’ and Kano’s model in identifying key success factors. Kano’s model, which provides a twodimensionalview of quality, is a very useful tool to identify which customer requirements of a particular productor service might be more than the proportional satisfaction to customers. Importance-Performance Analysis canbe applied to identify the strengths and weaknesses quality attributes from customers’ viewpoints bysimultaneously evaluating importance and performance. The proposed perceived Importance-PerformanceAnalysis provides much more useful information that allows the decision maker to classify the quality attributesinto different categories and prioritize the importance of these quality attributes for improvement. A case study ofa 3C retailer is provided by applying the proposed perceived Importance-Performance Analysis, and as such, thefindings based on this proposed method are discussed.
DOI: 10.5897/ajbm.9000076
Authors: Hsin‐Hung Wu, Yung-Tai Tang, Jyh-Wei Shyu
Institution: National Changhua University of Education
Language: English
Subfield: Management of Technology and Innovation
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W2111324262