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How the customer satisfaction in function of the Kano model is used to have a better competitive advantage
Halmstad University, School of Business, Engineering and Science. (groupe 10, Kano model, car industry)
2017 (English)Student paper other, 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This article has as objective, to show and analyzing how the customer satisfaction in function of the Kano Model is used to take a competitive advantage within the car industry. Some results show that the impact of the customer satisfaction surveys account for 8 to 10% of the turnover of the major European car companies. In fact, in the 5 past years, the profitability of the leaders in customer satisfaction have surpassed the laggards. Leaders had a cumulative total return of + 22.5%, the SP 500 experienced a decline of -1.3% during the same period, latecomers lost - 46.3%. Therefore, these figures demonstrate how it’s important to set up a good strategic customer listening in order to take advantage on competition.

Place, publisher, year, edition, pages
2017. , 16 p.
Keyword [en]
Kano model, car industry, customer satisfaction, competitive advantage
National Category
Economics and Business Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-33447OAI: oai:DiVA.org:hh-33447DiVA: diva2:1080343
Subject / course
Scientific method
Available from: 2017-03-10 Created: 2017-03-09 Last updated: 2017-03-10Bibliographically approved

Open Access in DiVA

fulltext(703 kB)366 downloads
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf