Application of Kano Model in Analysis of Customer's Satisfaction of Offset Printing

The purpose of this study is applying kano model to analyze the customer satisfaction attributes in offset printing. This is an applied and exploratory research using cross-sectional survey method. The statistical population consists of all printing houses in Iran. The research tool is Kano standard questionnaire. Stratified sampling used for research data collection. Research data were analyzed by Non-parametric tests including Friedman and Kruskal–Wallis tests for ranking the attributes and comparison of several independent samples with the use of SPSS Software Package. Results indicated all attributes which can be influential in customer satisfaction of offset printing.