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

Jialu Tang; Natrina M. P. Toyong; Norazmi Shahlal

doi:10.47405/mjssh.v9i5.2828

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.

DOI: https://doi.org/10.47405/mjssh.v9i5.2828

Keywords: Kano Model, Scrap Recycling, Service Design, Needs Analysis, Sustainable Communities

Abstract

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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