Is Kano's model outdated or still essential for understanding customer needs in an era of unlimited choice?
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Dátum
2026
Názov časopisu
ISSN časopisu
Názov zväzku
Vydavateľ
Universidade do Algarve : Faro
ISBN
ISSN
2182-8458
2182-8466
2182-8466
Abstrakt
A vast supply of products and services can confuse customers, masking their needs and complicating efforts to satisfy them. Kano’s model suggests that customers lack clear awareness of their requirements. This study, based on a novel explanation of the interlinearity of quality attributes and its disruption, explores the applicability of Kano's model in measuring today’s customer satisfaction. It examines the impact of digitisation on guest satisfaction. Analysing 310 hotel guests in Slovakia during the winter season of 2023/2024, the study identifies quality attributes revealing insights into how selected dimensions affect satisfaction. A two-step cluster analysis reveals four distinct customer segments with unique expectations, highlighting the need for tailored services. Findings indicate that while digital technologies help address staff shortages, they do not enhance guest satisfaction rather, the opposite. The study offers recommendations for hoteliers seeking to improve service quality and technological integration. It bridges Kano’s theoretical foundations with practical relevance in the contemporary context, suggesting future research directions for the evolving relationship among customer satisfaction, digitisation, and service quality.
Popis
In: Tourism & Management Studies. Faro : Universidade do Algarve, 2026. ISSN 2182-8458. Vol. 22, no. 1 (2026), pp. 15-26.
Kľúčové slová
hostia, spokojnosť zákazníkov, customer satisfaction, segmentácia klientov, client segmentation, Kanov model, Kano model, Kano's model, kvalita služieb, quality of services
Výstup z projektu
VEGA 1/0114/26 Udržateľné tranzície ekosystému cestovného ruchu
Citácia
Práva a licenčné podmienky
CC BY-NC-ND Creative Commons Attribution-NonCommercial-NoDerivatives 4.0. International
info:eu-repo/semantics/openAccess
info:eu-repo/semantics/openAccess