Must-be/basic requirementsThese are the basic requirements of the product, which are usually taken for granted by the customer. If the product does not meet these requirements then the customer will be extremely dissatisfied. However, if the product achieves superior performance with respect to these requirements, it will only lead to the customer not being dissatisfied. One-dimensional/performance requirementsThese are the requirements that the customer states that that they want from the product. Customer satisfaction increases equally to the product`s level achievement with respect to these requirements. Attractive/excitement requirementsThese are the quality dimensions that the customer does not expect from a product, which they are surprised of delighted with. They have the greatest influence over customer satisfaction, as when achieved they have a large positive effect on customer satisfaction. If these requirements are not evident, there is no dissatisfaction. |
Click the small boxes at the top for more information on each feature.
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