EXPLORING THE KANO MODEL: A STRATEGIC FRAMEWORK FOR ASSESSING CUSTOMER SATISFACTION

Author(s)	Dr. VEMBU.K RAMACHANDRAN RAMACHANDRAN, Dr. KAYAHIRI BAI.B RAO RAO, Ms. BHUVANESHARI.G G G
Country	India
Abstract	The Kano Model plays a critical role in measuring and enhancing customer satisfaction by identifying the features and attributes of a product or service that matter most to customers and categorizing customer needs into basic, performance, and excitement categories, businesses can prioritize their efforts and resources more effectively to maximize customer satisfaction, loyalty, and retention. This strategic approach helps companies stay competitive, foster positive customer experiences, and create lasting relationships with their customer base. This paper is an attempt to highlight the significance of Kano Model and the working process involved in measuring the customer satisfaction, every model is an unique in itself in shaping the corporate success and to survive in the long run by captivating the loyalty and trust of the customers.
Keywords	Satisfaction, Attributes, Customer and Expectations
Field	Sociology > Administration / Law / Management
Published In	Volume 7, Issue 4, July-August 2025
Published On	2025-07-07
DOI	https://doi.org/10.36948/ijfmr.2025.v07i04.49573
Short DOI	https://doi.org/g9s9c8

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