نموذج ارضاء العميل
لكانو

مركز المعرفة

ما هو نموذج ارضاء العميل ؟

نموذج ارضاء العميل لكانو هو جودة الادارة وتقنية التسويق الممكن استخدامها لقياس اسعاد العميل .

يميّز نموذج كانو لارضاء العميل ستّة أصناف من مظاهر الجودة ، كما انّ الثلاثة الأولى تمثل تأثير ارضاء العميل فى الواقع:

1. العوامل الأساسيّة. عوامل عدم الارضاء. ينبغي ان تكون لها - أدنى المتطلبات التى تسبب الإستياء إن لم تنجز ، ولكن لا تسبب ارضاء العميل إن أنجزت أو تجاوزت ذلك حيث يعتبرها العميل كمتطلّبات أساسيةّ ويأخذها للضمان. تؤسّس العوامل الأساسيّة مدخل العتبة للسوق
2. العوامل المثيرة. عوامل ارضاء. جذّابة -تسبّب هذه العوامل ارتفاع ارضاء العميل إن تسلّمها غير أنهاّ لا تسبب الإستياء إن لم تسلّم. تفاجئ هذه العوامل العميل وتصدر له بهجة و باستخدام هذه العوامل ، تستطيع الشركة تمييّز نفسها عن المنافسين بطرق إيجابيّة حقّا .
3. عوامل الاداء . العوامل التى تسبّب الارضاء إن ارتفع الاداء ، وتسبب الإستياء إن انخفض الاداء . هنا ، فمظهر الارضاء-الاداء الكلى خطيّ ومتماثل. بشكل خاصّ ربطت هذا عاملات مباشرة إلى زبونات حاجات بيّنة ورغبات وشركة سوفت حاولت أن يكون تنافسيّة هنا.

المظاهر الثلاثة الإضافيّة التى ذكرها كانو :

4. المظاهر المتشابهة . لا يهتمّ العميل عن هذه السمة.
5. المظاهر المشكوك بامرها. غير واضح عما ان توقع العميل هذه المظاهر.
6. المظاهر العكسية . انعكاس مواصفات هذا المنتج كان متوقعا من قبل العميل.
    

أصل نموذج ارضاء العميل . التاريخ

نشر المنهج نحو تحليّل ارضاء العميل بالمقالة التى صدرت أولا كانو ، ان سركو ، اف ، تكهشي ، اف تسوجي ، اس (1984) الجودة الجذّابة ولابد ان تكون الجودة ، هينشيتسو - (عن الجودة, الجريدة الاجتماعية اليابانية لمراقبة الجودة) ، . 14 صفحة 39-48.

إستخدام نموذج ارضاء العميل . التطبيقات

فضلا عن الاستخدام لجودة الادارة والتسويق الواضح ، يتساءل كورت متزلر ، متّهيس فوشس وأستريد سكهوبرت في مقالتهم عن ارضاء الموظف : هل يطبّق نموذج كانو ؟ © ادارة الجودة الشاملة و تحسين الاعمال ، نوفمبر-دسمبر 2004) ما إذا كانو نموذج على ارضاء العميل عاملات أيضا موافقة أن يصف موظفة رضاء. بما أنّ الموظفين يمكن تصنيفهم كعملاء داخليين فقد بلغوا استنتاج أنّ نظرية كانو قابلة للاستخدام حقّا لتحليل العملاء الداخليين أيضا.

خطوات في نموذج ارضاء العميل . العملية

طوّر كانو استبيان لتحديد الأساس ، الاداء و العوامل المثيرة. مثل العوامل الأخرى الثلاثة الاضافيّة.

1. تم صياغة زوج من الأسئلة لكلّ مواصفات المنتج التى يستطيع العميل أجابتها من واحد لخمسة طرق مختلفة.
2. يتعلّق السؤال الأولى عن ردّ فعل العميل إن ابدى المنتج هذه السمة (سؤال توظيفي) ؛
3. يتعلّق السؤال الثاني عن عن ردّ فعل العميل إن لم يبدى المنتج هذه السمة (سؤال غير توظيفي) ؛
4. بضمّ الاجابات يمكن تصنيّف كلّ المظاهر الى ستّة عوامل.

المنتدى مناقشات المنتدى حول رضا العملاء. What Customers Truly Value? 30 Elements (Bain) Marketers have generally spent much time and effort on the pricing side of the value equation (marketing mix), because it is the easier part. Given the psychological complexity and analytical difficul... 33   8 تعليقات What is (Customer) Utility? Meaning WHAT IS UTILITY? Suppose you have eaten a pizza and a burger. Which one satisfied you the most? Probably we can express our fondness toward one item but we are not able to express the likeness towar... 10   11 تعليقات Sensemaking: What are your Customers' Needs? Really? Customer Behavior Approaches There are many approaches towards analyzing customer needs, customer satisfaction, customer behavior and customer experiences. They range from market data analysis and co... 8   13 تعليقات Assumptions of the Kano Model Note that the model by Kano is aimed at finding the average appreciation of certain quality factors in a representative group at a moment in time when the questionnaires are collected. There could be... 7   Software for Measuring Customer Satisfaction What kind of software do you require to work on a CSM survey using Kano's model?... 7   Customer Satisfaction Depends on Problem-Solving Efforts, not on Empathy It is instinctive that when something goes wrong, we apologise. This is also the first thing we do in customer service. However, saying "sorry" is not enough if companies want to achieve customer sati... 6   2 تعليقات C-U-S-T-O-M-E-R Service Dynamics in the New Economy In the present economy, organizations must conform to the increased standards of customer service. The consumer�s voice is loud and clear; they are exercising their rights, scrutinizing service, and m... 6   How to Trigger Customer Satisfaction - Variables Customer satisfaction is a critical marketing construct and involves customer relationship and conflict resolution. According to Fill (2011), the relationship with customers and assisting them in reso... 6   Risks associated with Excitement Factor I strongly agree that the excitement factors delight the customer but with the passage of time these factors no longer hold the surprise factor. In fact this becomes a normal expectation by the custom... 5   Using Kano Model for Strategic Planning The Kano model can be used to find a new direction, so it can also be used as a method for defining a new strategy.... 5   2 تعليقات Customer Emotions and Actions According to Kano theory there are two components: EMOTIONS and ACTIONS. In the service industry (banking, hotels), if the excitement from experiencing the product does not meet previous standards, th... 5   1 تعليقات Other Attributes of Features of a Product or Service Kano model basically provides very good direction on features which must be there, must not be there or could be there. There is another kind of attributes of features that also can be used while sel... 4   Research Software Development Industry? What possible research ideas can be found regarding the applications of customer satisfaction model in the software development industry to maintain customer retention.... 3   Customer Satisfaction as Research Driver Customer satisfaction survey results should help in improving satisfaction and also in generating more revenue, for additional cost on research and development is minimized. By allotting priorities as... 3   1 تعليقات ابدأ موضوعًا جديدًا حول رضا العملاء سجل مجانا

دورات تدريبية حول رضا العملاء. دورة المبتدئين دورة متقدمة دورة للخبراء

أفضل الممارسات مواضيع المناقشة الأعلى تصنيفا حول رضا العملاء. ستجد هنا أهم الأفكار والاقتراحات العملية. 🥇 Example FMCG and B2B business Who can give an example of these 3 factors in the FMCG and B2B business. What are the basic factors, the excitement and the performance factors...? Thank you... 37   2 تعليقات 🥈 Overall Satisfaction in Customer Satisfaction Questionnaire? Should we have a question capturing "overall satisfaction" in a survey form, apart from individual product/service attribute rating? If required, what is the additional value?... 16   7 تعليقات 🥉 Alternate Methods to Measure Customer Satisfaction Are there any other approaches to measuring customer satisfaction or client happiness?... 14   3 تعليقات What is Customer Satisfaction? Definitions Customer satisfaction (CS) is the state at which the requirements are fulfilled in a way that meets the expectation of them and the after sales services are taken care of.... 12   6 تعليقات How to Design a Generic Model Serving Unique Customers? As far as I know, every customer is different. How can we design a model which has a more generic approach irrespective of demographic and geographic differences?... 7   3 تعليقات Customer Satisfaction and Competitive Advantage What is the role of customer satisfaction in gaining a competitive advantage?... 5   5 تعليقات

نصائح خبير رؤى متقدمة حول Customer Satisfaction (الإنجليزية). ستجد هنا نصائح مهنية من قبل خبراء. نصائح استشارية نصائح التدريس نصائح التنفيذ العملي Advantages of Kano�s Model Classifying quality attributes The advantages of classifying customer requirements by means of the Customer Satisfaction Model of Kano are as follows: ... Importance-Satisfaction Model Classifying quality attributes Kano�s model has a deficiency in that the degree of importance of quality attributes is neglected. As the degree of impo... A Closer Look Into Customer Value Customer Value Analysis, Strategic Marketing, Innovation Strategy It is often argued that customer value is required for staying competitive and successful as organization. But in what w... Classifications of Human Needs (Employees, Consumers) Motivation, Marketing, Human Needs One of possible ways to classify human (employee, consumer) needs is to break them down into: - Biogenic Needs (essenti... Approaches to Understand your Customer's Needs Customer Targeting, Customer Needs Identification, Customer Behavior In order to transform your customer�s experience and to better understand your customer�s needs, it is helpful to constr... Why are Brands Often So Similar? Understanding Brand Similarity/Parity Branding, Brand Management, Brand Parity, Brand Similarity, Know Model, Brand Differentiation Despite of the efforts of companies to differentiate their brand from other brands, in many product categories a high le... Relation Between Employee & Customer Satisfaction Why Employee Satisfaction Matters for Customer Satisfaction Some investigations have shown an explicit realtion between employee and customer satisfaction: - As an example, a stud... The Three Stage Model of Service Consumption (Service Encounter) Consumption Behavior, Service Marketing, Strategic Marketing Management According to the three-stage model of service consumption, consumers go through 3 stages of service encounter namely; th... Extreme Customer Trust as a Source of Competitive Advantage Competitive Advantage, CRM, Customer Loyalty, Customer Intimacy Many companies are already highlighting the importance of trustworthiness by setting and sustaining honest prices and pr...

مصادر المعلومات مصادر المعلومات المختلفة المتعلقة رضا العملاء. هنا سوف تجد POWERPOINTS، وأشرطة الفيديو، والأخبار، وما إلى ذلك لاستخدامها في المحاضرات وورش العمل الخاصة بك. Service Quality Models SERVQUAL, Service Quality Management, CRM, CEM, Customer Loyalty, Customer Satisfaction This presentation elaborates on service quality, especially focusing on perceptions and expectations of consumers and th... Overview of the Kano Model Customer Satisfaction, Voice of the Customer Comprehensive overview of the Kano Model by E.L. Farmer. The following sections are included in this presentation. - Au... Mystery Shopping Measuring Customer Satisf. Paper by Martijn Hesselink and Ton van der Wiele discusses the phenomenon Mystery Shopping in the field of customer sati... Five Steps to Increased Customer Satisfaction Customer Satisfaction Improvement, Client Satisfaction Improvement This presentation introduces a five-step customer satisfaction process that can be helpful to realize organizaiton�s aim... Introduction to Customer/Consumer Satisfaction Consumer Satisfaction, Customer Satisfaction 1. What is satisfaction? 2. Satisfaction focuses on fulfillment in varieties 3. What is dissatisfaction? 4. Manageria... Kano Model Recent Developments in QFD Paper by Richard E. Zultner and Glenn Mazur. Most QFD practitioners really don't integrate the Kano model into their QFD... The Costs of DISsatisfied Customers Customer Satisfaction This presentation is about the costs and consequences of customers that are NOT happy with your products or services. T... Customer Satisfaction in Financial Services Financial Services Paper by Mayuram S. Krishnan a.o. studies the drivers of customer satisfaction for financial services. They find that sa... Summary and Introduction to the Kano Model Initial Understanding of the Kano Model The Kano model (Noriaki Kano, 1984) is used to categorize and prioritize customer needs as well as to guide new product ... Surprise... Surprise The Influence of Surprising Consumers on their Satisfaction Research by Joelle Vanhamme investigates the specific influence of the emotion of surprise on customer transaction-speci... Customer Value Management Organizational Management, Value Creation Preesentation about Customer Value Management (CVM) by J. Blanc. It includes the following sections: 1. Definition of C... How to Deliver Exceptional Customer Service and Client Satisfaction Customer Experience Management, Customer Satisfaction, Customer Service, CRM This presentation elaborates briefly on customer service delivery for customer experience management. The presentation i... The Expectations Consumers have of Services Customer Experience Management, Customer Satisfaction, Customer Quality, Quality Management, SERVQUAL This presentation elaborates on customer expectations on services. The presentation includes the following sections: 1.... Fundamental Customer Centricity Understanding what Customer Centricity Really is About Professor Ranjay Gulati gives his vision on what Customer Centricity is about: aligning your firm in a fundamental way a... Consumer Behavior in the Service Sector Decision Making, Behavioral Economics Presentation about consumer behavior in services. The presentation includes the following files: 1. Consumer Problems ... Customer Satisfaction Model Diagram Measuring Client Happiness Download and edit this 12manage PowerPoint graphic for limited personal, educational and business use. Republishing in ... How to Understand Individual Customer Needs Account Management, Sales, Uncovering Individual Customer Needs Nicki Weiss reveals how sales people should uncover customer needs: stop talking and start listening to your customers. ...

أدوات أدوات مفيدة بخصوص رضا العملاء. أخبار فيديو عروض   الكتب أكاديمي ويكيبيديا

قارن مع نموذج ارضاء العميل:   SERVQUAL جودة الخدمة   |  Relationship Marketing التسويق بالعلاقات   |  Customer Relationship Management إدارة العلاقة مع العميل   |  Operational CRM ادارة العلاقة مع العميل التشغيلية   |  Two Factor Theory نظرية العامل الثنائى   |  Total Quality Management ادارة الجودة الشاملة   |  Quality Function Deployment انتشار توظيف الجودة   |  Hierarchy of Needs تدرج الاحتياج

العودة لقائمة الادارة: الموارد البشرية  |  المعرفة و الادارة الغير محسوسة  |  التسويق والمبيعات  | سلسلة الامداد و ادارة الجودة

العديد من مناهج و نماذج و نظريات فى الادارة