ISSN 2756-3677
International Journal of Banking, Economics and Finance ISSN: 8201-4728 Vol. 2 (10), pp. 001-013, October, 2018. © International Scholars Journals
Full Length Research Paper
An integrated approach of Kano’s model and Importance-Performance Analysis in identifying key success factors
Hsin-Hung Wu1*, Yung-Tai Tang2 and Jyh-Wei Shyu3
1Department of Business Administration, National Changhua University of Education No. 2 Shida Road, Changhua City, Taiwan 500.
2Department of International Business, Providence University, Taichung Hsien, Taiwan.
3Graduate Institute of Marketing and Logistics Management, National Changhua University of Education, Changhue City, Taiwan.
Accepted 17 February, 2018
Abstract
This study proposes perceived ‘Importance-Performance Analysis’ by simultaneously integrating ‘importance-performance analysis’ and Kano’s model in identifying key success factors. Kano’s model, which provides a two-dimensional view of quality, is a very useful tool to identify which customer requirements of a particular product or service might be more than the proportional satisfaction to customers. Importance-Performance Analysis can be applied to identify the strengths and weaknesses quality attributes from customers’ viewpoints by simultaneously evaluating importance and performance. The proposed perceived Importance-Performance Analysis provides much more useful information that allows the decision maker to classify the quality attributes into different categories and prioritize the importance of these quality attributes for improvement. A case study of a 3C retailer is provided by applying the proposed perceived Importance-Performance Analysis, and as such, the findings based on this proposed method are discussed.
Key words: Kano’s model, Kano’s questionnaire, Importance-Performance Analysis, perceived importance, performance.