According to the Kano model, which category of system attributes has an almost linear satisfaction compliance relationship?

The Kano model classifies customer preferences into different categories, and performance attributes are one of those key categories. Performance attributes are the features or aspects of a product or service that customers explicitly desire. Their impact on customer satisfaction is proportional to how well those attributes are fulfilled; in essence, as performance attributes are enhanced, customer satisfaction increases correspondingly. This linear relationship means that improvements in these attributes directly correlate to greater customer satisfaction, making them essential for meeting customer expectations.

In contrast, basic attributes are considered fundamental requirements; their absence leads to dissatisfaction, but fulfilling them does not significantly increase satisfaction beyond a certain threshold. Excitement attributes, on the other hand, can greatly boost satisfaction when present but are not expected by customers and thus do not follow a linear relationship. Needs, while integral to customer satisfaction, are more foundational and do not specifically refer to the performance aspect.

Thus, the clear, linear relationship observed with performance attributes distinguishes them in the Kano model, highlighting the importance of both meeting and exceeding these necessary functional requirements to achieve overall customer satisfaction.