INTEGRATION OF THE KANO MODEL WITH OTHER QUALITY MANAGEMENT MODELS TO IDENTIFY FACTORS SUSTAINING CUSTOMER’S SATISFACTION: A SYSTEMATIC LITERATURE REVIEW
This research is intended to explore factors that influence customer’s satisfaction within the framework of the Kano Model. Customer’s satisfaction is important because it represents the quality of goods purchased by customers. The integration of the Kano Model with other models orientating on quality management increase customer’s satisfaction. A Systematic Literature Review is chosen to identify various literatures to see how the integration of the Kano Model with other models is addressed to identify factors that influence customer’s satisfaction. This SLR uses the methodology of PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) to identify twenty-four inclusive-selected articles relating to the determined-factors and limited to tangible products (goods), not services (intangible products). The results demonstrate that factors for satisfying customers can be determined by the management of product itself and the management of customer’s feeling in order that the satisfaction of customer achieves a “One-dimensional” level or “Attractive” level within the Kano Model framework. The finding is that there are six variable factors that can achieve customer’s satisfaction on certain products (goods). Those factors are understanding customer need, optimizing product design, management of quality, product operation, compliance, and after sales service. Each of the factors has certain parameter(s). One of the factor that is frequently ignored by manufacturer to satisfy customers is compliance to regulation that is also able to sustain satisfaction of customers. However, papers studying the amalgamation between the Kano Model and compliance requirement to create product quality for achieving customer’s satisfaction is relatively rare during the past decade. This rare research area needs to be studied further since this paper only explores the amalgamation of the Kano Model with general quality management models.
Integration, Kano, Quality, Customer Satisfaction.