ABSTRACT
The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, a student of Kaoru Ishikawa (of Ishikawa diagram fame). The development of the Kano model came out of a scientific study investigating the varying definitions of quality and their significance.* From this study came the recognition of two distinct aspects of quality-objective (physical fulfillment or compliance with specifications) and subjective (end-user satisfaction)—as well as, their correlation. Next five broad classifications of quality elements were defined that reflected the customer experience.
