Service Requirement Analysis of Community Scrap Recycling Platform Based on Kano Model

  • Jialu Tang College of Creative Arts, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia.
  • Natrina M. P. Toyong College of Creative Arts, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia.
  • Norazmi Shahlal College of Creative Arts, Universiti Teknologi MARA, 40450 Shah Alam, Selangor, Malaysia.
Keywords: Kano Model, Scrap Recycling, Service Design, Needs Analysis, Sustainable Communities


This study examines community scrap recycling platforms as an important tool for promoting sustainable development. Focusing on the i-City community in Malaysia, the investigation used user journey mapping, desktop research, questionnaires, and affinity diagrams to collect and then categorize residents' needs, designed and distributed Kano questionnaires, analysed and counted the attribute categories of each need, and calculated the sensitivity of each need through a Better-worse four quadrant scatter diagram. A detailed requirements analysis report was ultimately developed to provide insights into the service design of the community scrap recycling platform and to help guide future improvements and innovations to better meet user expectations and promote the sustainable development of the community scrap recycling business.


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How to Cite
Tang, J., Toyong, N. M. P. and Shahlal, N. (2024) “Service Requirement Analysis of Community Scrap Recycling Platform Based on Kano Model”, Malaysian Journal of Social Sciences and Humanities (MJSSH), 9(5), p. e002828. doi: 10.47405/mjssh.v9i5.2828.