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Metoda Kano w analizie satysfakcji klienta

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Grudowski P., Dembowski J. A.

Pieniądze i Więź

2012

vol. 15

issue 1(54)

77-87

Concept of quality, verbalized by customers, is vague and often contradictory. However, properly conducted analysis can specify the quality criteria and define customer requirements, which can be presented on two-dimensional diagram, and create a clear map of preferences. One of the basic assumptions of the Kano model is the variability of the customers' requirements in time. With the passing of time and copying the attributes of the product by competing companies, so called "stunning" factors become common, turn into expected attributes, then the desirable factors, and in the final phase the discouraging factors. Because of competitive pressure and its ability to imitate, it is necessary for company to improve products and services, and its survival in the marketplace and success depend on the ability to explore the unconscious needs of customers and convert them to the characteristics of their products. Description of the needs and expectations of customers in terms of Kano model provides a lot of information to draw valuable conclusions related to marketing analysis. This article presents the approach to the analysis of data on customer satisfaction that allows the classification of satisfaction criteria in terms of Kano analysis, and acting as an effective and efficient evaluation of product attributes that directly affect customer satisfaction.

The use of address forms among faculty academic staff of Bayero University, Kano

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Chamo I. Y.

Studies in African Languages and Cultures

2019

issue 53

9-28

This paper investigates the use of address forms among the academic staff of the Faculty of Arts and Islamic Studies at the Bayero University, Kano, Nigeria. The aim is to find out whether there is variation in the use of the terms between the members of academic staff of the Faculty which has six Departments (Arabic, English, History, Islamic Studies and Sharia, Nigerian Languages, Linguistics and Foreign Languages). An Ethnography research method and the Variationist Sociolinguistics Theory are used to collect and analyze the data. Following the findings, three address forms are presented in more detail, namely titles, nicknames, and kinship terms. Special attention is put to the title Malam, which originally referred to a teacher or a person versed in Islamic knowledge, but nowadays is used more commonly than any other type of address forms. The research shows that age, gender, social status, degree of intimacy, and context of communication determine the use of the address forms among academic staff. The findings reveal that the staff members of The Faculty favor traditional address terms which are used in Hausa society rather than the terms Corresponding to their professional rank. In addition, these address forms are culture specific and the dominant culture is Hausa.

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1 Pieniądze i Więź

1 Studies in African Languages and Cultures

1 Chamo I. Y.

1 Dembowski J. A.

1 Grudowski P.

1 2019

1 2012

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Metoda Kano w analizie satysfakcji klienta

The use of address forms among faculty academic staff of Bayero University, Kano