Application of the Kano Model to Select Logistics Partnerin Thailand
This research presents guidelines for using computer program technology as a tool to help match the suitability between those who want to use the logistics service and the logistics and supply chain service provider in Thailand. The researchers use the Kano model to classify and find the customer satisfaction coefficient so that manufacturers or service providers can reach customers in a timely manner. Also, manufacturers can understand the needs of the market. This research aims to build a prototype computer program using Visual Basic software package and Microsoft SQL Server database. The target group of 400 people who want to use logistic services in Thailand is surveyed. Once the surveyed data has been entered into the created program, it has been classified according to Kato guidelines and has been analyzed. The result shows that the constructed tools can classify customer needs into various types according to the model guidelines. Manufacturers can develop services focusing on the types that make customers satisfied and meet the needs most. If the manufacturer is not able to develop all of the services according to the needs of the customers, the highest satisfaction coefficient should be considered the first.
Keywords - Kano Model, Logistics Partner, Logistics Provider, Satisfaction Coefficient