Estimating Students’ Satisfaction with Web Based Learning System in Blended Learning Environment

Table 3

Kano modified evaluation model with reversals.

			Dysfunctional
	Customer requirement		1	2	3	4	5
			I like it	It must be that way	I am neutral	I can tolerate it	I dislike it
Functional	1	I like it	Q	A	A	A	O
	2	It must be that way	R	Q	I	I	M
	3	I am neutral	R	I	I	I	M
	4	I can tolerate it	R	I	I	Q	M
	5	I dislike it	R	R	R	R	Q

Customer requirements might be the following ones:
M: must-be,
O: one-dimensional,
A: attractive,
I: indifferent,
Q: questionable,
R: reversal.