Identifying and Classifying the Effective Factors on the Quality of Automation Systems through Kano Model

The purpose of this study is to identify and classify the effective factors on the quality of automation systems. In order to classify the characteristics of automation systems, Kano model has been used. The statistical population of this study includes 160 employees of Isfahan Telecommunication Company in the city of Isfahan that 113 of them have been selected as sample members. The sample size has been determined based on the sampling table. Kano questionnaire has been distributed randomly among sample members for collecting the research data. The results revealed that increasing clients’ satisfaction and easy communication among departments are considered as must be characteristics; accelerating the information receiving and sending process and facilitating the necessary information search are considered as one-dimensional characteristics; instant communication and sending message to coworkers and preventing physical accidents are considered as attractive characteristics; preventing unnecessary accidents and access to information are considered as indifferent characteristics.