Refining the Kano model: a behaviour-based approach to reclassifying questionable attributes

What is it about?

This study aims to modify the questionable attributes in the Kano model in accordance with suggestions to customers. Based on the findings of this research, it can be said that research that previously considered the questionable attributes to be of no value for study can conduct further analysis on this feature and, by applying strategies that can change them, alter the level of customer satisfaction and dissatisfaction.

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