The Kano Model: Must-be vs. Attractive Requirements

The study aimed at finding if Dr. Kano model can be used as an effective tool in measuring customer satisfaction, and how useful it can be for service providers. The basics of this model state the differences between must-be and attractive requirements. The research proved that quality assurance is the focus of service providers that want to establish themselves on a competitive advantage, compared to others; and gives evidence for why it is good to be proactive in the market