... extension. 2. DIFFERENT METHODOLOGICAL APPROACHES FOR CUSTOMER SATISFACTION 2.1. Kano’s model for customer satisfaction In many cases customer satisfaction has been seen mostly as a one-dimensional ... Athens. Vavra T.G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs, ASQC Quality Press, ... presented in this paper. Key words: Customer satisfaction analysis, MUSA method, Satisfaction importance modelling, Kano’s model. 1. INTRODUCTION To reinforce customer orientation on a day-to-day...