Kano model is a theory developed in the 80 by Professor Noriaki Kano and colleagues of ริกะโตเกียว University. The Kano et al. (1996) model of customer satisfaction is a feature on how they are perceived by the customer and the impact of customer satisfaction. Model is based on three kinds of styles, including (1) characteristics, or expected (2) performance or speech features and (3) characteristics of surprise and happiness.
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