ABSTRACT
The Kano model is a pictorial way to look at customer levels of dissatisfaction and satisfaction to define how they relate to the different product characteristics. The Kano method is based on the idea that features can be plotted using axes of fulfillment and delight. This defines areas of must haves, more is better, and delighters. It classifies customer preferences into five categories.
Attractive
One-dimensional
Must-be
Indifferent
Reverse
