Customer Satisfaction of Shiraz Water and Wastewater Company: Application of the Kano Model

Document Type : Research Paper


Master of Industrial Engineering, Shiraz Water and Wastewater Company, Shiraz, Iran


Today, customer satisfaction is one of the main issues that water and wastewater companies must consider. In this regard, it is crucial to identify effective strategies to increase customer satisfaction. Therefore, the aim of this research was to evaluate the satisfaction of the subscribers of Shiraz Water and Wastewater Company. For this purpose, the combined Delphi and Kano model was used. The method used in the current research was descriptive-analytical and qualitative-quantitative in terms of the type of the data. With this objective in mind, according to the Delphi method, 37 satisfaction factors of the subscribers of Shiraz Water and Wastewater Company were selected according to the opinion of the company's and other experts, and were investigated as the main variables of the research. In the following, using a research questionnaire based on the Kano model, information was collected from the statistical population; then, using an evaluation table, the subscriber's needs were identified, and the coefficient of satisfaction and dissatisfaction was calculated and analyzed. Based on Kano's model, customer satisfaction factors are mainly classified into three categories: must-be one-dimensional and attractive requirements. In this research, 10 factors were identified as must-be requirements, 9 factors as one-dimensional requirements, and 18 factors as attractive requirements, which were ranked based on the level of satisfaction and dissatisfaction of subscribers. Based on the results, Shiraz Water and Sewerage Company should focus more on the characteristics of attractive requirements instead of must-be or one-dimensional requirements in order to gain a competitive advantage and focus on customer satisfaction.


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