CHARACTERIZATION OF ATTRIBUTES RELATED TO SATISFACTION WITH SERVICES PROVIDED BY AN INSTITUTIONAL FNU: THE KANO MODEL
DOI:
https://doi.org/10.12957/demetra.2019.37662Keywords:
Institutional Feeding. Customer behavior. Quality management.Abstract
The aim of this study was to characterize the main attributes related to the satisfactionofusersfrom anInstitutionalFoodandNutritionUnit,basedontheKano model. A cross-sectional, descriptive study was carried out, applying a survey with socioeconomic questions and the Kano model, with a sample population of 330 regularly registered university students. The sample was homogeneous, and coveredstudents from humanities, exact and biological science. Itwasnoticedthattheattributesevaluatedwithinthekanomodelobtained"one- dimensional"result,bringingsatisfactiontotheintervieweesinproportiontotheir performance.If not present, the results were classified as dissatisfaction,except the attribute“customer service”, which wasclassifiedas"attractive”, sincethebettertheuserswereserved,thegreater the satisfaction. Thus, it is concluded that the kano model was efficient to evaluate the quality of an institutional non-profit service. In addition, it is possible to visualize the main attributes that impact on satisfaction, allowing us to prioritize adjustments forimprovements.
DOI: 10.12957/demetra.2019.37662
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