KANO model as a tool of effective customer satisfaction diagnostics of postal services

Abstract

The paper deals with the solution of the issue of achieving customer satisfaction of the postal company. Through the diagnostic procedures used in quality management in services, the focus is on the application of KANO model as one of the customer satisfaction measurement models. The primary research carried out in four different districts of Slovakia identified the relationship between customer satisfaction level and quality attributes through 5 categories of perceived quality by customers. The categories were identified as attractive, one-dimensional, mandatory, insignificant and contradictory attributes of postal products that create their quality parameters and reflect the requirements of customers. Significant findings concern mainly the identified differences in survey results in individual selected districts of Slovakia. There were also differences in the categories of postal quality requirements in respondent segments that differed in gender, residence, or age of respondents. One of the conclusions of the solved issue is to propose framework therapeutic procedures in response to individual diagnostic statements that resulted from the performed research activities.