Customer satisfaction of product attributes using kano method (shampoo bottle)

Harun, Muhammad Zulfaizam (2019) Customer satisfaction of product attributes using kano method (shampoo bottle). Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Now days, shampoo is one of the basic products that people often use in everyday life and most of people in Malaysia use this product. Viewing on this reason,this study is carried out to find out if the quality of shampoo bottle can affect the satisfaction level of customer. The purpose of this study was to identify the product attributes to the customer satisfaction, analyze product attributes using Kano method and proposed the improvement of the product attributes. This study focus on design products based on customer preferences, customer satisfaction (CS), Kano Method (KM) and physiognomy. The problem from this study it is difficult to identify the level of consumer satisfaction has for a product if it does not use the correct method or technique. The survey was conducted with questionnaires conducted Melaka Tengah area.The preliminary study carried out before the main survey conducted using the pilot test and expert opinion (5 lecturers) to sorting out only the relevant items that will utilize in the main survey. Statistics Package for social science (SPSS) has been used to analyze respondents'for data statistics.At the same time facial recognition methods also has been selected to locate customer characteristics associated with physiognomy identitie.The study found that customers preferred to choose the products that has this features (beautiful, casual , comfortable, durability and lovely) and base on customer requirement determined in "Must-Be" category must be given attention to future analysis in improvement product quality in shampoo bottle. Furthermore, the study show that the design relates to product feature and function based on customer's characteristic using physiognomy method,the result from this study will be important to understand the customer characteristic and investigate the improvement priorities required to enhance customer satisfaction related with the product attributes.

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