Which of the following is a finding that emerged from the Kano model?
A) Performance factors are rarely specified by customers.
B) Excitement factors remain stable throughout the product life cycle.
C) An increase in the quality of basic factors increases customer satisfaction.
D) Performance factors are connected to the explicit needs and desires of customers.

Question

Quizplus · Accepted Answer

The Kano model, developed by Noriaki Kano, identifies different categories of customer preferences, including basic factors, performance factors, and excitement factors. Performance factors are directly connected to the explicit needs and desires of customers, meaning that as these factors are improved, customer satisfaction is likely to increase. This is because performance factors are attributes that customers say they want in a product, and their presence or enhancement directly correlates with the level of satisfaction.

Which of the Following Is a Finding That Emerged from the Kano