Human Interface 2009: Human Interface and the Management of Information. Information and Interaction pp 355-364 | Cite as
Understanding Key Attributes in Mobile Service: Kano Model Approach
Conference paper
Abstract
This study investigated how customers perceive currently available 3G mobile services. More specifically, by using the Kano model, it tried to categorize them into five quality attributes: Attractive, One-Dimensional, Must-Be, Indifferent, and Reverse. The results showed that picture messaging, instant messaging, navigational aid, and mobile internet are considered as “one-dimensional quality attributes”. That is, the higher the level of fulfillment of these mobile services, the higher the customer’s satisfaction, and vice versa.
Keywords
Multimedia Mobile Service 3G Technology Kano ModelPreview
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