Kono Model – Japanese model of business management that boosts customer satisfaction
02 March, 2018
Kono Model – Japanese model of business management that boosts customer satisfaction
Japanese surnames are always associated with innovation, development and Noriaki Kano is no exception. He is a professor at Tokyo University and inventor of the Kano model. This model offers a plan of product development that causes fewer problems during production process. This model of business management suits any type of industry, regardless of the product or service. In order to win the hearts of customers Kano came up with a methodology that exceeds the expectations of the customers. He
classifies customer preferences into five categories. This time we will discuss them based on the example of eye drops Rohto Hydra.


Attractive Quality

These attributes provide satisfaction when achieved fully, but do not cause dissatisfaction when not fulfilled.

• Rohto Hydra has unique package. The glass is transparent and looks like a beautiful cosmetic accessory. Its cap has closing function that prevents dust from entering the bottle. All these features are not necessary for the medication, yet they attract more customers.

• The medicine is available in all the pharmacies of Georgia and can be easily obtained without medical receipt. Also the medicine has delivery service. The easier it is to get a medicine and, the more satisfied the customer is.

One-dimensional Quality

The more of these requirements that are met, the more a client is satisfied

• The active ingredient of Rohto Hydra is the fiber substance that dissolves in water well and does not cause allergy. When choosing certain medicine customers pay a lot of attention to its side effects, especially whether it causes allergy. Hence no allergic medication satisfies customers more.

• These eye drops are relatively viscous than other similar drops. Subsequently, it protects mucous membrane from being entered by dust. It positively affects the increase of customer satisfaction.

• The bottle of Rohto Hydra can be used for 6 months after being opened, whereas, similar eye drops have less product lifetime. Concerning its lifelong usage, the medicine is more economic and saves your money. This is one of the factors that increase the customer satisfaction.

geotv.ge

Must-be Quality

Simply stated, these are the requirements that the customers expect and are taken for granted. When done well, customers are just neutral, but when done poorly, customers are very dissatisfied.

• Rohto Hydra is a high quality and effective medicament. The quality and fast acting effect are those features that the customer expects in the first place.

• In contrast to its competitors, the medicament has 8-hour effect. It moisturizes eye for a long time, maintains humidity and relieves irritation as well as removes eye strain and fatigue. This is the major feature of the medicine.


Indifferent Quality

These attributes refer to aspects that are neither good nor bad, and they do not result in either customer satisfaction or customer dissatisfaction.


• Rohto Hydra is made using latest Freshkick technology. This criterion is good, yet it does not result in customer satisfaction. Since, the quality and effectiveness are major features of the product; the technology through which it was created does not matter to the customer.

Reverse Quality
These attributes refer to a high degree of achievement resulting in dissatisfaction and to the fact that not all customers are alike.

• Rohto Hydra consists of menthol ingredient that cools eye and stings at first that might cause certain discomfort for some customers.

Related stories:

Georgian-produced kiwi becomes favorite fruit in Japan

Grand presentation of Georgian wines held in Japan
Print
Other Stories
Shopping in Supermarket With a Travel Bag- Georgian In Wuhan
Georgian citizen Nini Davlianidze lives in Wuhan, China at the epicenter of the spread of coronavirus.
Who is the richest child in Georgia
Bera and Nanuka's child was born in November 2019. Nanuka Gudavadze reportedly gave birth at Ivanishvili's residence in the village of Chorvila in Sachkhere Municipality.
Nikoloz Sherazadishvili becoming a Champion in Paris
Georgian born, Spanish Judoka Nikoloz Sherazadishvili (90kg) won a gold medal at the Paris Grand Slam.
10-year-old Korean singing in Georgian
A couple of weeks ago, the video of a 10-year-old Korean Dael Heo, speaking perfect Georgian went viral on the internet.
Khatia Buniatishvili Returning to Carnegie Hall
Khatia Buniatishvili, the Georgian concert pianist, returns to Carnegie Hall
"I believe that China can overcome this disaster"-Georgian citizen after returning from China
Georgian citizen Tamuna Lutidze who was transferred from Tbilisi International Airport to the infectious hospital because of the coronavirus threat publishes a post on Facebook telling the story of the treatment.
Can you recognize Freedom Square in a new Fast&Furious trailer?
Universal Pictures has published the first full trailer for Fast and Furious 9. The film is scheduled to be theatrically released in the United States on May 22, 2020.
Four Chinese treated for the flu at Tbilisi Infectious Clinic
Four patients are currently being treated for the flu virus at Tbilisi Infectious Disease Clinic.
Georgian citizens to be evacuated from China among others by Turkey
Turkey will evacuate Georgian citizens from China, the Turkish media has reported.
Square in Wroclaw opens named after Georgian officers
The Georgian Ambassador to Poland Ilia Darchiashvili reports on his official Facebook page that the Polish city of Wroclaw is now home to a square named after Georgian officers of the Polish Army.
Georgian, who won GEL 1,182,454, was found in a refugee settlement
The millionaire who was searched by the whole Georgia is finally found!
Georgia suspends direct air flights from China
Direct air traffic with the People's Republic of China has been temporarily suspended, as part of preventive measures against the spread of coronavirus, Civil Aviation Agency says.
Georgia to ban flights from China, evacuate citizens from Wuhan
Health Minister Ekaterine Tikaradze says that flights will be banned from China and the Georgian citizens will be evacuated from Wuhan.
Georgia to suspend direct flights from China, as toll from Coronavirus exceeds 100
Georgia will suspend direct flights with China, Minister of Economy Natia Turnava said on Tuesday.
Video of South Korean girl in Budapest speaking perfect Georgian is going viral
South Korean girl in Budapest spoke perfect Georgian when asked about what she liked most about Georgia. Video was uploaded on Facebook and has tens of thousands views.
Ministry of Health started checking citizens on coronavirus at Tbilisi international airport
Preventative measures in Tbilisi International Airport against deadly Coronavirus has already been made.
As coronavirus takes momentum, Georgia takes countermeasures
The flight from China to Georgia has been canceled today. Deputy Minister of Health Tamar Gabunia said that the flight was canceled at the initiative of the Chinese side, but the reason is unknown.
Teaching process suspended in 17 schools due to heavy snowfall in Adjara
Due to heavy snowfall, classes have been suspended in 17 schools of the mountainous villages of Adjara region due to heavy snow. The Ministry of Education, Science and Culture says that pupils could not arrive at schools.
Transparency International: Georgia ranks top in CPI in the Eastern Europe and Central Asia region
Georgia has been assigned a score of 56 and shares 44th place with Costa Rica, the Czech Republic, and Latvia
Stray dog helps children cross the road in Batumi, Georgia
ABC News has published a video recorded in Batumi that shows how a stray dog helps kids to cross the road.
What makes Georgian fashion distinctive?
Georgian fashion and designers is becoming more and more recognizable, but what makes them unique?
NDI: Majority of Georgians support EU, NATO membership
Recent poll results released by the National Democratic Institute (NDI) and CRRC Georgia revealed that the majority of respondents approve of the Government’s goal for Georgia to become a member of the European Union (EU) and NATO.
NDI: Majority of Georgians say no political party is “closest to them”
The U.S. National Democratic Institute (NDI) has today released the results of its public opinion survey. According to the survey, majority of the respondents say “no political party” is “closest to them”.
Human Rights Watch: Impunity for abuse by law enforcement officials remaines a persistent problem in Georgia
Impunity for abuse by law enforcement officials remained a persistent problem, - reads the Human Rights Watch Report 2020.
HRW 2020 report: media landscape shaken, labour law still not sufficiently regulated in Georgia
Human Rights Watch has published its 2020 report. The report includes information about media, judicial and political environment in Georgia.
PHOTO OF THE DAY
GEL Exchange Rate
Convertor
18.02.2020
19.02.2020
USD
1
USD
2.8678
2.8631
EUR
1
EUR
3.1104
3.1010
GBP
1
GBP
3.7362
3.7321
RUB
100
RUB
4.5283
4.4902
Other Stories
World famous British singer Jessie J has decided to wear clothes made by Anouki Areshidze, Georgian designer and wife of the mayor of Tbilisi.
Bassiani, one of the most popular underground clubs not only in Georgia but throughout Europe as well, has opened today
An amazing video made in Georgia by tourists from the Philippines have gone viral on the internet.
Over the recent two days May 12-13 Tbilisi city saw a peaceful protest rally in the center of the city.
Hundreds of people took to the main street Rustaveli Avenue in Tbilisi to protest the raid in Tbilisi’s popular night clubs.
Two bear cubs listed as endangered on the red list were handed over to Tbilisi Zoo,
Tbilisi Mayor Kakha Kaladze and Deputy Tbilisi Mayor Ms. Sophio Khuntsaria have gifted a food stand
Pamela Anderson, famous Canadian American actress and model has appeared in the chic sunglasses by internationally acclaimed Georgian designer George Keburia.
A ski lift accident in Georgia’s eastern Gudauri resort,in particular at Sadzele 5 lift, has left 8 people with injuries.
The ski lift in Gudauri winter resort in Georgia has broke down in the aftermath of which several people have been injured.
GEL Exchange
USD
1
USD
2.8631
EUR
1
EUR
3.1010
GBP
1
GBP
3.7321
RUB
100
RUB
4.4902
February 2020
Mon Tue Wed Thu Fri Sat Sun
1 2
3 4 5 6 7 8 9
10 11 12 13 14 15 16
17 18 19 20 21 22 23
24 25 26 27 28 29