Next Article in Journal
A Probabilistic Alternative Approach to Optimal Project Profitability Based on the Value-at-Risk
Previous Article in Journal
Toward Sustainable Management: 2D Modelling of a Self-Cleaning System to Improve Geometry in Front of the Flushing Gate
Open AccessArticle

Analyzing Dynamic Change in Customer Requirements: An Approach Using Review-Based Kano Analysis

1
Department of Data Science, Seoul National University of Science and Technology (SeoulTech), Seoul 100744, Korea
2
Department of Industrial & Information Systems Engineering, Seoul National University of Science and Technology (SeoulTech), Seoul 100744, Korea
*
Author to whom correspondence should be addressed.
Sustainability 2018, 10(3), 746; https://doi.org/10.3390/su10030746
Received: 24 January 2018 / Revised: 2 March 2018 / Accepted: 6 March 2018 / Published: 8 March 2018
(This article belongs to the Section Economic and Business Aspects of Sustainability)
To seek sustainable product development, understanding customer requirements is critically important where the life cycle of products or services is so fast, and continuous updates should be provided. In particular, how a customer feels for the specific function of the product/service and how their needs have changed is a critical question. According to Kano model dynamics, customer requirements for certain functions change over time, because customers firstly feel attracted to the new service characteristics but come to take them for granted over time. However, previous research on proving this theory has relied on customer surveys and interviews, which are highly time-consuming and expensive. In response, this study suggests customer review-based analysis to investigate Kano model dynamics, because customer reviews can be considered to be excellent sources for reflecting customer needs. This study firstly categorizes customer reviews into two types—positive reviews and supplementation-required reviews—and suggests a five-section framework according to the frequency of each review type. We define characteristics of each section from the perspective of the Kano model. Based on this framework, we analyze the dynamics of customer requirements in the online businesses, for which customer reviews are the main indicator of service quality. View Full-Text
Keywords: Kano model; dynamics; customer requirements; customer review Kano model; dynamics; customer requirements; customer review
Show Figures

Figure 1

MDPI and ACS Style

Min, H.; Yun, J.; Geum, Y. Analyzing Dynamic Change in Customer Requirements: An Approach Using Review-Based Kano Analysis. Sustainability 2018, 10, 746.

Show more citation formats Show less citations formats
Note that from the first issue of 2016, MDPI journals use article numbers instead of page numbers. See further details here.

Article Access Map by Country/Region

1
Search more from Scilit
 
Search
Back to TopTop