ABSTRACT
The two-dimensional model developed by Kano et al. is used to categorize the attributes of a product or service based on how well they are able to satisfy customer needs. [17] In this model, Kano et al. (1984) defined three types of product requirements which influence customer satisfaction in different ways. It concerns relationships between customer satisfaction and performance of a product or service. The three different types of qualities are: 1. the must-be or basic quality; 2. one-dimensional or performance quality; 3. the attractive or excitement quality. By using the Kano model, the relationship between performance criteria and customer satisfaction can be well understood so that the key performance of product design will also be identified.
