The Kano model is a framework for
considering, measuring and implementing activities to not only provide customer
satisfaction, but bring delight. Customer satisfaction model relates customers
satisfaction and value addition. It encompasses:-
Type A
Customers
who have expectation on value addition-
·
When
their expectation is met they will make no comments, with satisfaction at
normal.
·
When
their expectation is not met they will become dissatisfied customers.
Type B
Customers
who are customer without any expectation-
·
When
there is no value addition, since there is no expectation satisfaction will be at
normal.
·
When
there is some value addition, these customers become delighted.
