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Kano Model Analysis - Research Paper Example
Author : trever94
Pages 10 (2510 words)
This paper relates to customer satisfaction in institutions of higher learning. It uses the Kano model, which is a derivative of Herzberg’s Motivation Hygiene theory. The model divides satisfaction indicators into three: Must-be requirements, One-dimensional requirements, and Attractive requirements…
The study pave way for the following conclusions which aim at providing the managers of institutions of higher learning with the information they need to improve customer satisfaction in their premises. The paper also makes appropriate recommendations:
1. Students value good lighting in their lecture rooms hence the management should always ensure that buildings incorporate natural lighting. This will increase customer satisfaction in the facilities.
2. Management must resist the urge to increase the number of students in the classes because there is a significant association of comfortable sitting space with a satisfying experience in the lecture halls.
3. Apart from the necessary equipment for air conditioning, there is diminishing value in investing in sophisticated temperature control equipment. The perceived value of comfortable temperature diminishes soon after the environment is comfortable. In this sense, institutional managers should not spend anything more than is necessary for temperature control.
4. Background music does not add much value to the overall satisfaction of students. Institutions should therefore avoid investing in this service because it is not worth it.
This research project focused on the conditions of the buildings and lecture halls. Therefore, it is incomplete as a measure of the overall satisfaction of students in higher education institutions. There is need for further research that will capture the indices relating to social services and service delivery to capture the full spectrum of issues that affect the satisfaction of students in the institutions of higher learning.