An integrated approach of Kanoʹs model and Importance-Performance Analysis in identifying key success factors

This study proposes perceived ʹImportance-Performance Analysisʹ by simultaneously integrating ʹimportance-performance analysisʹ and Kanoʹs model in identifying key success factors. Kanoʹs model, which provides a two-dimensional view of quality, is a very useful tool to identify which customer requirements of a particular product or service might be more than the proportional satisfaction to customers. Importance-Performance Analysis can be applied to identify the strengths and weaknesses quality attributes from customersʹ viewpoints by simultaneously evaluating importance and performance. The proposed perceived Importance-Performance Analysis provides much more useful information that allows the decision maker to classify the quality attributes into different categories and prioritize the importance of these quality attributes for improvement. A case study of a 3C retailer is provided by applying the proposed perceived Importance-Performance Analysis, and as such, the findings based on this proposed method are discussed.