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Kano model
Theory on customer satisfaction
Kano model
The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano. This model provides a framework for understanding how different features of a product or service impact customer satisfaction, allowing organizations to prioritize development efforts effectively. According to the Kano Model, customer preferences are classified into five distinct categories, each representing different levels of influence on satisfaction.
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